Vigilant Maintenance > Diamond Coverage

• Vigilant's Responsibilities (Diamond 24x7)
• Customer's Responsibilities (Diamond 24x7)

Diamond Coverage: Customer’s Responsibilities 24x7

In addition to the responsibilities outlined above, the following are Customer responsibilities for On-site Technical support:

• Provide access to the products that enable Vigilant to perform on-site technical support
• Assist in tagging covered assets within the network environment
• Keep Vigilant proprietary information confidential; not disclose proprietary information to a third party
• Provide any network documentation necessary for Vigilant to effectively deliver support
• Advise Vigilant of all changes (additions and moves) that affect network configurations and operations
• Provide system passwords and equipment access control features required for Vigilant to provide support under this agreement
• Provide the proper environment, electrical and telecommunications connections as specified by Vigilant, including remote system access.
• Provide the Vigilant Support Center with the:
  • Customer contact information
  • As applicable, the model number and serial number of the device being replaced. Provide a complete listing of model numbers, serial numbers, chassis and installed components in the chassis as required.
  • Description/severity of the problem
  • Appropriate shipping information (if required)
• Maintain a procedure external to the software programs for reconstruction of lost or altered files, data, or programs. Vigilant will not be responsible for the cost of reconstructing data stored on disk files, tapes, memories, etc. that may be lost when remote technical services are performed.
• Inform Vigilant about changes or upgrades in the device software
• Customer’s authorized staff for operation and maintenance must be available during the support period that will have authority make decisions on the company’s behalf concerning the maintenance and service support of your Vigilant equipment/systems. The authorized staff is responsible for:
  • Approve all purchase orders or T&M invoices
  • Approve out-of-hours technical support and any associated T&M billing
  • Arrange for access at times other than your normal business hours and may include special security arrangements for Vigilant personnel such as badges, door codes and clearances (as required)
• Provision and maintain any remote access line required to perform remote service support.
• Informing vigilant of new product purchases to be covered
• Provide adequate communications facilities and workspace for Vigilant personnel
• Make authorized staff for operation and maintenance available during the entire support period