Vigilant Maintenance
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Service Exclusions Vigilant Maintenance Services
The following conditions are not covered under the Maintenance services:
- Diamond Service includes replacement parts required for products
used under normal operating conditions. For purposes of this offer,
these services do not include the provision or installation of hardware
upgrades or reprogramming to add additional capabilities or functionality
to the Products.
- Consumables (including but not limited to) cables/cable assemblies,
cords, brackets, fan/fan assemblies, some circuit packs, software licensing,
firmware, bezels, rack mounting and other hardware kits, fuses, batteries,
handles, filters, transformers, face plates, adapters, some modules,
blank panels, labels, other accessories, technical documentation or
other media are not covered.
- Repair for damages or malfunctions caused by: (1) actions of non-Vigilant
personnel or the attachment of products not supported by Vigilant; (2)
failure to follow manufacturer's installation, operation, or maintenance
instructions, including Customer’s failure to permit Vigilant
timely remote access to his/her product; (3) failure of products not
serviced by Vigilant; (4) abuse, misuse, or negligent acts of non-Vigilant
personnel (5) repair to products if Customer or Customer authorized
party modified the product in any manner.
- Force Majeure: Vigilant shall have no liability for failure in performance
or damages due to: fire, explosion, lightning (data only) pest damage,
power surges, strikes or labor disputes, water, acts of God, the elements,
war, civil disturbances, acts of civil or military authorities or the
public enemy, inability to secure raw materials, transportation facilities,
fuel or energy shortages, acts or omissions of communications carriers,
unauthorized use of the products, or other causes beyond Vigilant control
whether or not similar to the foregoing.
- A Vigilant field engineer is asked to:
- Wait one or more hours after arriving on-site for equipment to
become available for servicing
- Remain on-site after resolution of a problem
- Respond and provide support for equipment moves or changes
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