These Terms and Conditions (the “Terms and Conditions”) entered between Stream IT in this document and the Customer.
Stream IT reserves the right to modify these Terms and Conditions from time to time. Any modification to these Terms and Conditions will be effective on the first day of the month following the posting of the modified Terms and Conditions at www.streamit.net. Customer should therefore check the site regularly for updated versions.
- Technical Services – There are four commercial aspects to Technical Services: Each type of Support Contract may include 1 or more of the following types of Services. Section 2 outlines what services are included in each type of Support Contract.
- Technical Support Services – Post Installation Technical Support provides assistance to customers in the operation of Stream IT products after installation. Support provides resolution to customers for the following types of issues; “Error” resolution, unexpected performance, unreliable communications and other requests for assistance. The Technical Support services goals are to provide Support assistance for in-service production environments. Technical Support is Stream IT’s assistance to work-around or resolve a bug in the software, whereby a feature or service does not work as documented.
- Limited Technical Support Services – Notwithstanding any other provisions of this Agreement, Limited Technical Support Services apply when the product has passed its End of Support Date, or if the customer does not or cannot, for any reason, upgrade the software on their product to the latest software provided or recommended by Stream IT for that product. Post Installation Limited Technical Support provides assistance to customers in the operation of Stream IT products after installation. Support provides assistance to customers for resolving the following types of issues: “Error” resolution, unexpected performance, unreliable communications, and other requests for assistance. The Technical Support services goals are to provide Support assistance for in-service production environments. Technical Support is defined as Stream IT’s assistance to work-around or resolve a bug in the software whereby a feature or service does not work as documented. Limited Technical Support may not include providing software fixes, updates, or versions for the Stream IT product, if, in Stream IT’s sole determination, providing such software fixes, updates or versions is not technically or commercially feasible.
- Professional Services – Technical Support Services are for “Error” or “Bug” resolution, while Professional Services is when the Customer Service Engineer must configure a product for installation, implementation or configuration. Support Credits are used when Professional Services is engaged as outlined below. The Stream IT CSE will meter the time spent to configure the unit for correct operation and deduct the time from the balance within the customer account. In some cases, a Customer will perceive the problem to be a “Error” or “Bug”, but if the Stream IT CSE resolves the problem through standard configuration, then Support Credits will be used. If the problem persists, an escalation to the software vendor may be necessary.