timeware® global assist agreement
Sometimes things go wrong and usually at the most inconvenient time. When this happens, the timeware® support team are ready to help you get back on track!
What is timeware global assist?
timeware® global assist is the name given to the support agreement that timeware® (UK) Ltd offers to all of its customers. Each global assist agreement contains details of the customers’ designated support level agreement (SLA)
The SLA covers both software and hardware.
Before you purchase a new system, the extent of your timeware® global assist SLA will be documented within your quotation. Usually this includes a twelve month software support agreement, a twelve month hardware warranty and details of site visits for software and firmware updates plus any required ‘new feature’ awareness training.
When you purchase a system you will receive the global assist SLA document through the post.
After this initial period, you will be sent an invoice for the following year’s global assist. Support is not compulsory but is strongly recommended!
How will the timeware® support team help?
Within customer care we have a full-time, office based support team that are available to answer your questions between 8.30am and 5.30pm, each weekday. Incidents can also be reported out of office hours using our web-based helpdesk service.
When addressing an incident, the support team utilise remote desktop support technology to access your PC, (with your permission), to identify and rectify the reported problem. Members of the support team have also worked in the development team and as a result, are able to provide an extremely high level of technical product knowledge.
What cover does timeware® global assist provide and how much does it cost?
Three distinct levels of SLA are available:
SLA 1: £527.00 per year plus hardware warranty costs
- Unlimited telephone support between 8:30am and 5:30pm Monday-Friday. Excluding bank holidays.
- Hardware cover on all itemised hardware (excluding vandalism).
- Monthly customer care call.
- Free software updates.
SLA 2: £913.00 per year plus hardware warranty costs.
- All the features of SLA1.
- A pre-arranged site visit to upgrade software and firmware and to provide product awareness training.
SLA 3: Costs determined by scope of required managed services.
- All the features of SLA2
- A complete managed timeware service.
When you purchase a system you will receive a copy of your global assist document.
At the ten month point, you will be sent an invoice for the following year’s global assist.
Support is not compulsory but is strongly recommended!
Hardware Warranty Costs
Ensures that the customer benefits from free equipment replacement in the event of a fault. (Excludes vandalism and ‘acts of God’)
t9-1010 terminal (v10 access control) £125.00 per year
t9-1510 terminal (v10 assembly point) £125.00 per year
t9-1610 terminal (v10 fire alarm monitor) £125.00 per year
t9-3010/t9-3150 terminals (v10 attendance proximity) £171.00 per year
t9-2010 terminals (v10 attendance magstripe) £171.00 per year
t9-5010/t9-5150 terminals (v10 attendance biometric) £171.00 per year
t9-75xx terminals (v11 touch-screen) £195.00 per year
t9-76xx terminals (v12 touch-screen) £195.00 per year
How do I obtain cover?
Don’t worry if you are not currently covered by the timeware® global assist agreement. Cover can be obtained immediately by contacting Liz Broadhurst on +44 (0) 1706 659368 or by email at firstname.lastname@example.org
Once the cover is in place, we can organise a system health check either remotely or by sending a timeware technician to your site.
Remember, each timeware® global assist agreement is tailored to the customer’s exact requirements. Once the agreement is in place, the customers is free to take advantage of the various offers and software downloads available from the community site.