Vigilant Maintenance > Gold Coverage

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

Gold Coverage: Customer’s Responsibilities 24x7

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

• Receive the replacement part/device Follow all of Vigilant’ installation, operation, software and maintenance instructions
• 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
  • If the Vigilant technician provides part recommendation, it is the customer’s responsibility to purchase the required part through Vigilant or Harmonix Technologies
• Replace the field-replaceable hardware part/device. If the customer requires on-site assistance from a field technician, the services will be provided and billed at the current Gold Labor ($165.00/Hour) rate
• Ship the faulty device to be received by Vigilant within five business days of receipt of replacement device, using industry-standard material handling processes