General Terms of ANECT SUPPORT® Technical Support Services
- The customer's responsible persons are authorized to request a technical support from ANECT while carrying out changes in their IS. ANECT guarantees that all failures will be repaired before deadlines as defined for each service.
Note: The service with the guaranteed repair time does not include the time required for data restoration. - The customer's responsible persons will initiate a support call procedure using the Internet on https://servicedesk.anect.com or via email servicedesk@anect.com. If the internet is not available they may use a telephone communication with the dispatcher center on +420 800 156 137 or +420 724 427 999 with an additional entry of the support call request to the ServiceDesk ANECT system or its email confirmation. In case that ANECT ServiceDesk cannot be contacted it is possible to use a fax form "Support Call Request" that the customer's responsible person duly fills in and sends to fax numbers +420 800 156 138 or +420 271 100 101. Repair deadline for each type of technical support starts counting down at the moment of entering the support call request into the ANECT ServiceDesk or at the moment of sending the fax with duly filled in form. ANECT will immediately report changes in telephone or fax numbers to the customer in writing.
- The user access to the ServiceDesk system is set up for the customer's specified responsible persons based on the written request delivered to ANECT. Changes of user names and their data in the ServiceDesk system are possible only upon written request by the customer. For the security reasons it is not possible to use unsecured electronic communication (e-mail).
- Dispatcher of the ANECT technical support will specify a solver after receiving the request based on valid contractual terms and according to the type, priority and subject of the request.
- Dispatcher of ANECT technical support will, after receiving the request and in time defined in the contractual parameters to the provided service, inform the responsible person who entered the request the time when the problem will be solved and the name of the solver - a employee of ANECT technical support.
- Some instances of technical support may be provided remotely. Existence of an agreement that ANECT TS employees may access the customer's IS is necessary. The advantage of remote solution is a substantial shortening of average repair times.
- If the intervention cannot be done remotely the solver (ANECT support technician) after arriving at site checks the equipment in question as well as the physical operational environment (power supplies, air temperature, humidity, dustiness, placement and physical access to the devices). If the physical operational conditions specified by the manufacturer are not met then the intervention is marked as "extraordinary" and this fact will be documented in the "Support Call Protocol". The solver then asks the contact person of the customer at the site of failure to confirm and sign the protocol.
- The solver takes all necessary steps to solve the issue successfully. If the solver identifies an unauthorized change of the supported HW or SW configuration he downloads the configuration of the HW or SW before and after the repair and marks the support call as "extraordinary" and makes a note to that effect in the "Support Call Protocol". The solver then asks the contact person of the customer at the site of failure to confirm and sign the protocol.
- Where it is necessary to replace the failed HW with a new one in order to remove the failure the solver is responsible for taking down the data on the original and new equipment into the "Support Call Protocol". In the protocol he fills in particularly the name of the device, its ID, serial number, quantity, location of the installation. Then the solver asks the contact person of the customer at the site of failure to confirm and sign the protocol l
- During the solution of the request the solver informs the contact person of the customer about the progress of the solution. After solving the problem the information about the way the problem has been solved is entered into the ticket in the ANECT ServiceDesk by the solver. After it has been approved by the customer the ticket in ANECT ServiceDesk is labeled as "Solved". The customer is informed about the time and the way of the solution by e-mail, in which is also asked to provide a feedback on his satisfaction.
- The original of the "Support Call Protocol" will be kept by ANECT the responsible person of the customer will receive a copy.
- During the validity of the technical support contract the customer will not either on his own or through a third party, interfere with the technical equipment or the software configuration without prior consent of ANECT. ANECT is not liable for damages caused by breaching this provision by the customer. Repairs of the malfunctions caused by breaching this provision will be delivered according to the terms of the contract, however they will be charged separately and beyond the scope of the contractual prices.
- During the validity of the support contract ANECT will keep the sufficient amount of spare parts, equipment and material on stock in order to be able to repair hardware and software equipment within the contractually agreed time deadlines.
- In order to repair the malfunction ANECT is entitled to use a substitute part (a component or equipment) providing that the substitute will not substantially degrade the utilization of the system and its functions. ANECT is obliged to replace the substitute part with a prescribed part at the most within 60 days after the repair of malfunction.
- If ANECT provides to the customer STANDARD or PREMIUM Network Monitoring service an operator from the Supervision Center ANECT monitors the operation of the customer's information system. If the operator detects a failure or a limit state in the information system of the customer, he localizes the failure. After that he informs the customer's responsible person about the problem and a recommended way in which it will be solved. If the failure belongs to the part of the network that ANECT technically supports the operator enters the request for the support call into the ANECT ServiceDesk system and he takes an active part in the problem resolution.
General Terms of ANECT SUPPORT®
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