Service warranties define the criterion for assessment of quality of the provided service. For services that directly influence protection of functionality of the computer network: services of remote technical support, technical support at the user’s site, provision of spare part service, and replacement of malfunctioning devices/modules, term guarantees apply. Generally, service warranties can differ depending on the problem priority level.
- Time of response – The interval starts at the time of acceptance of a request at the Technical Assistance Center and ends at the point when a qualified person has provided the requested service or contacted the user.
- Time of network recovery – Time period in which functionality of the network is reestablished, upon a report of malfunction/problem. If the spare part provision service is necessary for recovery of the network, use of adequate parts that are not necessarily identical to the parts to be replaced is allowed.
- Time of problem resolution – Time period in which a status that can be regarded as a final solution of the network malfunction/problem is established, upon a report of malfunction/problem. If the spare part provision service is engaged as a solution, this implies replacement with identical parts or parts approved as acceptable by the user. In case of the spare part provision service, or replacement of malfunctioning modules/devices, resolution means that the spare part, i.e. the replacement device/module, is made available to the user in the manner provided for in the Agreement.