This document describes GLOOKAST’s
commitment to provide the highest levels of software and hardware support to
GLOOKAST products include one year of hardware and software
support from one year from date of shipment from GLOOKAST.
1. Hardware warranty includes servers,
boards, etc. purchased from GLOOKAST by an authorized GLOOKAST
Reseller. Defective warranted
hardware must be returned to GLOOKAST repair location (which will be
provided to the Customer by GLOOKAST).
2. Software support includes:
- unlimited email,
phone, and remote access support
- software updates and new software
- support DOES NOT INCLUDE additional
CODECS, features that are introduced as billable options, or on-site
services (on-site services are available through Customer request).
3. In most cases, first-line telephone
support will be provided by your Reseller.
If GLOOKAST is your first-line provider, please email us at firstname.lastname@example.org
or call us at 954-719-3480.
Support personnel will be available to Customer weekdays
from 9:00am - 6:00pm ET to provide telephone, email, and remote access support for reporting, correcting and resolving issues
within the timeframes set forth
herein. GLOOKAST will maintain records of all reported issues made by Customer personnel.
In the event that the Customer has concerns
regarding GLOOKAST’s progress with a particular issue or with any other matter
regarding the delivery of Support and Maintenance, the Customer may raise such concerns with GLOOKAST by escalating to the
Customer Service Manager. Issues outside the ordinary may also be
escalated within GLOOKAST by the head of Customer Service to facilitate their resolution
Support must be renewed on a yearly
basis, starting from the day after the previous support contract has ended in
order to be maintained. Payment for support renewal must be received within 30
days of the last support contract ending. If support is not maintained, GLOOKAST
retains the right:
1. Not to provide support outside of
statutory rights required by law
2. To refuse a new support contract being
taken (on any GLOOBOX equipment or software that has been out of support
for any period), or, to charge a 25% premium on support costs starting
from the date that the support renewal should have started from.