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Premier Service Level Agreement

Service Description:

  • Standard Warranty Tier: (Included for 1 year from the original purchase date) 

Offers remote support troubleshooting, phone, chat, and email support, software bug fixes, and hardware repairs (excluding physical damage). Customers are responsible for shipping costs to the repair depot.   No standard warranty extensions are offered beyond the original 1 year warranty.

  • Premium Support Agreement (Tier 2): ($200 per month subscription based or $2000 per year prepaid. Includes all services from the Standard Warranty Tier with the following enhancements: Premium support can be extended for a maximum of 4 beyond the standard warranty. (5 year total)
    • Enhanced Hardware Repair Service – “Hot Swap”: Provides expedited repair with a remanufactured scanner shipped within 24 hours of RMA issuance and confirmation of the damaged scanner being shipped back. The customer pays for shipping the damaged scanner, and Aurality covers the return shipping of the replacement.   
    • “Drop Coverage” – Physical Damage Replacement: Offers a one-time replacement scanner for accidental physical damage, subject to a deductible $2,500. Limited to one replacement per 12-month term.   
    • New Software Feature Releases: Customers receive access to all new software feature releases during the agreement term.   
    • 10% Discount on Parts and Accessories: Customers get a 10% discount on parts and accessories.   

Service Hours:

  • Both tiers offer the same service hours: Remote Support Troubleshooting (Monday – Friday, 9:15 AM to 4:45 PM EDT) and 24/7 availability for submitting chat and email support requests with responses during troubleshooting hours.   

Service Level Targets:

  • Initial Response Time: Same for both tiers. Chat support within 1 business hour and email support within 2 business hours during service hours. Remote support troubleshooting initial connection within 4 business hours during service hours after initial contact and issue qualification. Software bug fixes are addressed in a timely manner.   
  • Hardware Repairs:
    • Standard Warranty Tier: Turnaround time for repair diagnosis is within 3 business days of receiving the hardware. Turnaround time for hardware repair is best effort within 10 business days after diagnosis.   
    • Premium Support Agreement (Tier 2):
      • “Hot Swap” Service: Remanufactured scanner shipment within 24 hours of RMA issuance and confirmation of damaged scanner shipment (excluding weekends and holidays, subject to availability). Turnaround time for repair diagnosis of the returned damaged scanner is within 2 business days of receipt. Turnaround time for hardware repair (if hot-swap not used) is best effort within 5 business days after diagnosis.   

Customer Responsibilities:

  • Both tiers share responsibilities like providing accurate information, cooperating with support, ensuring a stable environment, and following instructions. 
  • Premium Support Agreement (Tier 2) Specifics: Customers must promptly ship the damaged scanner for “Hot Swap” and pay the shipping cost to Aurality. For “Drop Coverage,” they need to notify support of damage, provide details and evidence, and pay the deductible. For standard repairs under the Premium tier (if not using Hot Swap), the customer is responsible for shipping costs to the depot.   

Exclusions:

  • Both tiers exclude physical damage (except as covered under Drop Coverage in the Premium tier), consumables, on-site support, training beyond initial setup, third-party products/software, services outside service hours, and the standard warranty period.   
  • Premium Support Agreement (Tier 2) Specific Exclusions: “Drop Coverage” doesn’t cover intentional damage or cosmetic damage that doesn’t affect functionality. Aurality may limit “Hot Swap” service if abuse is suspected. A deductible applies to each “Drop Coverage” replacement