Service description. On Site Support. Introduction to your service agreement

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1 Service description On Site Support Introduction to your service agreement The Dell Authorised Distributor who imported the Dell computer into your country provides On-Site Support using Dell s call centre and Dell authorised service providers. Details of the services are set out in this document (the Service Description ). This Service provides support includes the following support: Access to Basic telephone support queue which provides basic hardware break/fix troubleshooting phone support for a Supported Product during business hours (local business days and hours excluding regularly observed local holidays) (the phone based" support). For the avoidance of doubt the Dell corporate entity shall only provide the phone based support and troubleshooting as well as other remote support. All other Services (including but not limited to on-site services) shall be provided by the local Dell authorised third party. References to Dell shall be construed accordingly. Remote troubleshooting assistance for many common support issues, when available and with Customer s consent, in which Dell technicians connect directly to the user s system over a secure internet connection to expedite and enhance the troubleshooting process. Access to online Support and to technical information Depending on the location (the On Site Service element is not available in remote areas): Your Dell Authorised Distributor or the technical telephone support will inform you if this applies to you, If it does apply to you, your service will be a Carry-In-Service as detailed further below. o On-site dispatch of an authorised third party service technician and/or parts to Customer s business location or if a home user to customers home location during business hours (as necessary and according to the level of on-site service purchased) for repairs and resolution necessary due to a defect in materials or workmanship on the Supported Product. o Carry In Service and support (as necessary) for repairs and resolution necessary due to a defect in materials or workmanship on the Supported Product. This Service Description ( Service Description ) is entered among you the customer ( you or Customer ) and the Dell entity identified on your invoice for the purchase of this Service. This Service is governed by and subject to Customer s separate signed master services agreement with Dell that explicitly authorizes the sale of this Service (as defined herein) or, in the absence of such agreement, Dell s terms of sale applicable to commercial customers, which is available at and incorporated by reference in its entirety herein, and the parties acknowledge having read and agree to be bound by such online terms. A hard-copy print version of the Dell s terms of sale is also available upon request. Locating Your Terms of Sale. Customers based in the United States may access their Commercial Terms of Sale at Customers located outside of the United States may access their terms of sale and service from their local website or by navigating to their country-specific service terms at that website, you must select 1 Consumer NBD On-Site Support v 2.0 November 2011

2 your country and preferred language from the appropriate drop-down menu of the Dell sales segment from which you purchased the Service (either Small & Medium Business or Large Business & Public Sector). For assistance locating your terms of sale please contact Dell technical support or your sales representative. Locating Your Service Agreements. Service Agreements are available online at From that website, you must select your country and preferred language from the appropriate drop-down menu of the Dell sales segment from which you purchased the Service (either Small & Medium Business or Large Business & Public Sector). That selection will automatically re-direct you to a webpage presenting a list service contracts available in each country. Please refer to the stock-keeping unit or SKU description on your invoice or order acknowledgement to confirm which service contracts you have purchased. For additional assistance locating a service contract, please contact Dell technical support or your sales representative. Acceptance of this Service Description. You agree to be bound by this Service Description and the agreements incorporated by reference herein by placing your order for the Services, receiving delivery of or utilizing the Services or associated software, or by clicking/checking the I Agree button or box on the Dell.com website in connection with your purchase or within a Dell software interface. If you are entering this Service Description on behalf of a company or other legal entity you represent that you have authority to bind such entity to this Service Description, which case you or Customer shall refer to such entity. In addition to receiving this Service Description, Customers in certain countries may also be required to execute a signed purchase agreement. The scope of your service agreement Supported Product: This Service is available on select Dell consumer and small business products which are in a standard configuration (the Supported Product ). The Basic Supported Product covered under this Service Description is identified on Customer s invoice from its supplier. Each Supported Product will be tagged with a serial number (the Service Tag ). Please read this Service Description carefully and note that Dell reserves the right to change or modify any of the terms and conditions set forth in this Service Description at any time, and to determine whether and when any such changes apply to both existing and future Customers. The features of your service include Remote Support Support is intended for use during local business hours, excluding regularly observed local holidays. Before Customer contacts Dell, have the following information available: o Service Tag number and/or case number. o Supported Product's invoice and serial numbers. o Model number of the Supported Product. o Current version of the operating system. o Brand names and models of any peripheral devices (such as a modem) being used; and o Description of the problem and any troubleshooting steps Customer has already taken. 2 Consumer NBD On-Site Support v 2.0 November 2011

3 Call for Assistance o Telephone number for this Service and details on the opening hours are available by selecting the appropriate country and segment on this Web page: o Call from a location which includes physical access to the Supported Product if needed during phone-based troubleshooting. o Where available, calls to this Support number outside normal local business hours, excluding regularly observed local holidays) may have significantly longer hold times, and the analyst may need to schedule a call-back during local normal business hours. o Provide the Service Tag number and other information as requested to the analyst. Analyst will verify support level and any expiration of Services. Assist with Phone-Based Troubleshooting o When requested, identify error messages received and when they occur; what activities preceded the error message; and what steps Customer has already taken. o Provide current version of the operating system. o Provide brand names and models of any peripheral devices (such as modem) being used. o The analyst will go through a series of standardised troubleshooting steps over the phone to help diagnose the issue. o If on-site dispatch is necessary, analyst will provide Customer with additional instructions. On-Site Support On-site response options vary depending on location. Provided all applicable terms and conditions set forth in this Service Description have been fulfilled and Customer has followed phone based troubleshooting and problem determination, the analyst will determine if the issue requires an on-site technician and/or part to be dispatched. Dell will notify the Distributor or its authorised third party who will dispatch a service technician to the Customer s business or if a consumer Customers home location as necessary and pursuant to the table below. Work may be temporarily suspended if additional parts or resources are required, but work will resume when they become available. Type of On-Site Response On-Site Response Service On-Site Response Time Following phone-based troubleshooting, a technician can usually be dispatched to arrive on-site the next business day. Subject to parts availability. Restrictions/Special Terms Available 5 days/week - excluding regularly observed local holidays- during local business hours. Calls received by Dell after local cut-off time and/or dispatches made after that time may require an additional business day for service technician and/or part to arrive. On select Dell models only. Where Next Business Day service is not available an alternative SLA will be provided depending on system location * On-site response times will not apply where on-site access is prohibited by local law requirements, custom, or where the Customer cannot grant the technician access due to security protocols or any other reason. * Neither Dell nor the authorised third party shall be liable for non-performance of the Services due to not being able to gain on-site access 3 Consumer NBD On-Site Support v 2.0 November 2011

4 * Availability of service and response-time estimates may vary according to the remoteness or accessibility of product location. * Time may vary in some countries and may be effected by law and custom. Missed Service Visit. If Customer or Customer s authorised representative is not at the entrance to the location or not capable of granting the technician access to the Supported Product when the service technician arrives, the service technician cannot service the Supported Product. The technician will leave a card to let Customer know he or she was there. If this occurs, Customer may be charged an additional charge for a follow-up service call Carry In Service ( CIS ) This Carry-In-Service applies in remote locations only where On-Site-Support is not available. CIS Service has two delivery methods: Engineer Replaceable Parts The customer will arrange for the unit to be carried in to a particular location. The customer is required to disable all password prompts on the operating system and BIOS. The operating system CD and licence number should be included in the system box in the event that the operating system needs to be reinstalled. The Distributor s authorised third party will contact the customer if there is any delay with the repair. The unit will be collected by the customer at the customers cost. Customer Replaceable Parts The Distributor or its Dell authorised third party may opt to send a system part, which can easily be replaced by the customer, directly to the customer to exchange with the defective part. These items will be identified by the Dell technician during the phone based diagnostics process, but will generally include monitors, mice, desktop keyboards, notebook batteries, AC adapters, etc. Replacement parts may be reconditioned or refurbished and are replaced on the basis of specification and not on brand and model, except where otherwise directed by local law. Excluded Services Operating system, software or database assistance or support. Media replacement for non-dell branded / manufactured software (i.e. Microsoft Office) or software Dell no longer ships with new systems. Assistance with configuration, optimisation, installation, relocation, or upgrades. Access to senior-level engineers. Fast-Track Dispatch service. Emergency dispatch or Customer-set incident severity levels. Case management or escalation management. Warranty, repair, or any other type of service for third party products, components or software not supplied by Dell or the Dell authorised third party or Collaborative Support with third party vendors or partners. Accessories, operating supplies, peripherals or parts such as batteries, frames, and covers. Preventive maintenance. Support or repairs for any damage to or defect in the Supported Product that is cosmetic only or otherwise does not affect device functionality. Dell will not repair wear and tear on the device and other superficial items, such as scratches and dents. 4 Consumer NBD On-Site Support v 2.0 November 2011

5 Damage caused by servicing not authorised by Dell or the Dell authorised third party. Support for equipment damaged by misuse, accident, abuse of Supported Product or components (such as, but not limited to, use of incorrect line voltages, use of incorrect fuses, use of incompatible devices or accessories, improper or insufficient ventilation, or failure to follow operating instructions), modification, unsuitable physical or operating environment, improper maintenance by Customer (or Customer s agent), relocation or transportation of the Supported Product, removal or alteration of equipment or parts identification labels, or failure caused by a product for which Dell is not responsible. Repairs necessitated by software problems, or as a result of alteration, adjustment, or repair by anyone other than Dell (or its authorised representatives). Items purchased and/or installed through Dell software & peripherals Business users custom factory integration items will not be supported unless specifically agreed in writing by Distributor and Dell. Support for damage resulting from an act of God such as, but not limited to, lightning, flooding, tornado, earthquakes, and hurricanes. Any recovery or transfer of data. Any activities or services not expressly described in this Service Description. Terms and conditions about your service 1. Supported products This Service is available on select Dell Supported Products, which are purchased in a standard configuration. Supported Products are added regularly so please contact your Dell sales representative to for the most up-to-date list of which Services are available on your Dell products. Each Supported Product is tagged with a serial number (the "Service Tag"). A separate service agreement must be purchased by the Customer for each Supported Product. For example, a printer purchased with a laptop system is not covered by the laptop system's service contract: the printer and the laptop will each need their own service contract. Please refer to the Service Tag on your Supported Product when contacting Dell for this Service. 2. Support services A. Limited hardware warranty. Supportrelated services on Supported Products includes technical support options (telephone, Internet, etc.) and service parts and related labor services to repair or replace defect(s) in workmanship pursuant to and occurring within the limited warranty period applicable to Customer's Supported Product(s) ("Qualified Repair(s)"). Dell's Limited Hardware Warranty is available for review at or posted outside of the United States at your regional Dell.com website. B. Hardware coverage restrictions. Hardware coverage limitations may apply and service offerings may be available to extend these hardware limitations for an additional fee. Please see for warranty information or contact a Dell technical support analyst for more details. C. Service parts installation. Regardless of the service response level purchased, some component parts are specifically designed for easy Customer removal and replacement: such parts are designated as Customer Self Replaceable ("CSR"). If during the troubleshooting and diagnosis, the Dell technical support analyst determines that 5 Consumer NBD On-Site Support v 2.0 November 2011

6 the repair can be accomplished with a CSR designated part, Dell will ship the CSR designated part directly to the Customer. CSR parts fall into two categories: Optional CSR parts. Optional CSR parts are designed for simple installation by Customer; however, depending on the type of service that was purchased with the Supported Product, Dell may provide an onsite technician to replace the parts. Mandatory CSR parts. Mandatory CSR parts are designed for simple installation by Customer and Dell does not provide installation labor services to install Mandatory CSR parts. If the Customer requests that Dell and/or the Dell Authorized Reseller replace these parts, the Customer will be charged a fee for this service. Dell may waive this fee for a limited number of support services, such as ProSupport. D. Whole unit replacement. If the analyst determines that the component of the defective Supported Product is one that is easily disconnected and reconnected (such as a keyboard or monitor), or if the analyst determines that the Supported Product is one that should be replaced as a whole unit, Dell reserves the right to send Customer a whole replacement unit. If a Dell technician delivers a replacement unit to Customer, Customer must relinquish the defective System or component thereof to the Dell technician, unless Customer has purchased Keep Your Hard Drive for the affected system in which case Customer may retain the respective hard drive(s). If Customer does not relinquish the defective unit to the Dell technician as required above, or if (in the event the replacement unit was not delivered in person by a Dell technician) the defective unit is not returned within ten (10) days, Customer agrees to pay Dell for the replacement unit upon receipt of invoice. If Customer fails to pay such invoice within ten (10) days after receipt, in addition to any other legal rights and remedies available to Dell, Dell may terminate this Service Description upon notice. E. Parts stocked. Dell currently stocks parts in various locations throughout the world. Selected parts may not be stocked in the location closest to a customer's site. If a part that is needed to repair the Supported Product is not available from a Dell facility near the customer's location and must be transferred from another facility, it will be shipped using overnight delivery. 2-Hour and 4-Hour parts locations stock mission critical components of the system, as determined by Dell. A mission critical component is one, which upon failure, may prevent the system from performing its basic functions. Parts deemed non-critical include, but are not limited to: software, floppy drives, media drives, modems, speakers, sound cards, zip drives, monitors, keyboards, and mice. In order to receive 2- Hour or 4-Hour parts, Customer must have purchased a corresponding service contract that supports mission critical parts delivery and the Supported Product must be located within the supported coverage area determined by Dell. F. Service parts ownership. All Dell service parts removed from the Supported Product and returned to Dell become the property of Dell. Customer must pay Dell at the current retail price(s) for any service parts removed from the System and retained by Customer (except for hard drives from systems covered by Keep Your Hard Drive service) if Customer has received replacement parts from Dell. Dell uses new and reconditioned parts made by various manufacturers in performing warranty repairs. 3. Term of service This Agreement commences on the date you place your order and continues through the Term of Service. The Term of Service begins on the purchase date and extends for the term indicated on the Order Form. The number of systems, licenses, installations, deployments, managed end points or end-users for which Customer has purchased any one 6 Consumer NBD On-Site Support v 2.0 November 2011

7 or more Services (defined below), the rate or price, and the applicable Term of Service for each is indicated on Customer s order form or other mutuallyagreed upon form of invoice, order acknowledgment or purchase order (collectively, Order Form ). Purchases of Services under this Agreement shall be solely for Customer s own internal use and not for resale or service bureau purposes. 4. Customer responsibilities A. Authority to grant access. Customer represents and warrants that it has obtained permission for both Customer and Dell to access and use the Supported Product, the data on it, and all hardware and software components included in it, for the purpose of providing these Services. If Customer does not already have that permission, it is Customer's responsibility to obtain it, at Customer's expense, before Customer asks Dell to perform these Services. B. Cooperate with phone analyst and on-site technician. Customer agrees to cooperate with and follow the instructions given by Dell phone analyst and its on-site technicians. Experience shows that most system problems and errors can be corrected over the phone as a result of close cooperation between the user and the analyst or technician. C. On-site obligations. Where Services require on-site performance, Customer must provide free, safe and sufficient access to Customer's facilities and the Supported Product(s). Sufficient access includes ample working space, electricity, and a local telephone line. A monitor or display, a mouse (or pointing device), and keyboard must also be provided (at no cost to Dell), if the system does not already include these items. D. Maintain software and serviced releases. Customer must maintain software and Supported Product(s) at Dell-specified minimum release levels or configurations as specified on PowerLink for Dell EMC Storage or EqualLogic, or as specified on for additional Supported Products. Customer must also ensure installation of remedial replacement parts, patches, software updates or subsequent releases as directed by Dell in order to keep the Supported Product(s) eligible for this Service. E. Data backup. Complete a backup of all existing data and programs on all affected systems prior to the delivery of this Service by Dell. DELL WILL HAVE NO LIABILITY FOR LOSS OR RECOVERY OF DATA OR PROGRAMS or loss of use of system(s) arising out of this Service or related support activities or any act or omission, including negligence, by Dell or a third-party service provider. F. Third party warranties. These Services may require Dell to access hardware or software that is not manufactured by Dell. Some manufacturers' warranties may become void if Dell or anyone else other than the manufacturer works on the hardware or software. It is Customer's responsibility to ensure that Dell's performance of Services will not affect such warranties or, if it does, that the effect will be acceptable to Customer. Dell does not take responsibility for third party warranties or for any effect that the dell services may have on those warranties 5. Important additional information A. Payment for Hardware Purchased With Installation & Deployment Services. Unless otherwise agreed to in writing, payment for hardware shall in no case be contingent upon performance or delivery of installation or deployment services purchased with such hardware. B. Commercially reasonable limits to scope of service. Dell may refuse to provide Services if, in its opinion, providing the Services creates an unreasonable risk to Dell or Dell s Service providers or is beyond the scope of Services. Dell is not liable for 7 Consumer NBD On-Site Support v 2.0 November 2011

8 any failure or delay in performance due to any cause beyond its control. Service extends only to uses for which the Supported Product was designed. C. Optional services. Optional services (including point-of need support, installation, consulting, managed, and professional, support or training services) may be available for purchase from Dell and will vary by Customer location. Optional services may require a separate agreement with Dell. In the absence of such agreement, optional services are provided pursuant to this Agreement. D. Assignment. Dell may assign this Service and/or Service Description to qualified third party service providers. E. Cancellation. Dell may cancel this Service at any time during the Service term for any of the following reasons: Customer fails to pay the total price for this Service in accordance with the invoice terms; Customer refuses to cooperate with the assisting analyst or on-site technician; or Customer fails to abide by all of the terms and conditions set forth in this Service Description. If Dell cancels this Service, Dell will send Customer written notice of cancellation at the address indicated on Customer s invoice. The notice will include the reason for cancellation and the effective date of cancellation, which will be not less than ten (10) days from the date Dell sends notice of cancellation to Customer, unless state law requires other cancellation provisions that may not by varied by agreement. If dell cancels this service pursuant to this paragraph, customer shall not be entitled to any refund of fees paid or due to dell. F. Geographic limitations & relocation. This Service will be delivered to the site(s) indicated on the Customer s invoice. This Service is not available at all locations. Service options, including service levels, technical support hours and onsite response times will vary by geography and certain options may not be available for purchase in Customer s location. Dell s obligation to supply the Services to relocated Supported Products is subject to local service availability and may be subject to additional fees, and to inspection and recertification of the relocated Supported Products at Dell s then current time and materials consulting rates. Customer will provide Dell with sufficient and safe access to Customer s facilities at no cost to Dell for Dell to fulfill Dell s obligations. G. Transfer of service. Subject to the limitations set forth in this Service Description, Customer may transfer this Service to a third party who purchases Customer s entire Supported Product before the expiration of the then-current service term, provided Customer is the original purchaser of the Supported Product and this Service, or Customer purchased the Supported Product and this Service from its original owner (or a previous transferee) and complied with all the transfer procedures available at A transfer fee may apply. Please note that if Customer or Customer s transferee moves the Supported Product to a geographic location in which this Service is not available (or is not available at the same price) as Customer paid for this Service, Customer may not have coverage or may incur an additional charge to maintain the same categories of support coverage at the new location. If Customer chooses not to pay such additional charges, Customer s Service may be automatically changed to categories of support which are available at such price or a lesser price in such new location with no refund available. 8 Consumer NBD On-Site Support v 2.0 November 2011

9 For more information about any of our service offerings, please contact your Dell representative or visit Availability varies by country. To learn more, customers and Dell Channel Partners should contact your sales representative for more information Dell Inc. All rights reserved. Trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Specifications are correct at date of publication but are subject to availability or change without notice at any time. Dell and its affiliates cannot be responsible for errors or omissions in typography or photography. Dell s terms and conditions of sale apply and are available at and on request. 9 Consumer NBD On-Site Support v 2.0 November 2011

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