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Product Warranty Policy

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PowerRadar Terms and Conditions

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Customer Support Policy

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Intellectual Property Notices

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Panoramic Power Ltd.

Customer Support Policy

The support under this Customer Support Policy (the "Support Policy") shall be provided only to the Panoramic Power Ltd. ("Company") Customer, who executed the Customer Agreement referencing this Support Policy (the "Customer Agreement"), is an integral part of the Customer Agreement, and is subject to its terms and condition. Capitalized not defined herein shall have the meaning ascribed to them in the Customer Agreement.

  1. General Support Principles

The Company provides its Customers with level 1 and level 2 support, in accordance with this document, during the Term of the Customer Agreement. Support levels, scope and obligations are as set forth below.

  1. Company's Support Obligations
    • The Company will provide its Customers with support for the Products during normal regional business hours, by email (support@panpwr.com) and also by telephone +972-9-7667600. The Company commits to a response time of up to 1 business day during a work week and 2 business days during weekend and holidays for every support incident. Response time means a preliminary response with respect to the issue, and is not in any way a commitment for full resolution of the issue.
    • Other than the online support, the Company shall have the ability to provide its Customers with onsite support in special cases at a reasonable capacity, as shall be determined by the Company’s judgment. Onsite support shall be charged an additional fee in accordance with the Company's Professional Services rate on a T&M basis plus expenses.
    • The Company’s support engineers shall be proficient in using the Company documentation and any online support resources that the Company provides. Such support engineers shall have prior knowledge in energy management and shall be familiar with the Company's technology.
    • Every one of the Company's support engineers, providing support to the Company's Customers shall be certified to provide Level 1 support based on the Company's training program.
    • Support shall be provided to the Company's Customers in English.
    • Level 1 support issues shall include:
      • Assistance with system installation planning;
      • Providing the Customer with the Documentation and guidance for the system installation tools;
      • Guidance throughout the installation including resolving IT issues related to internet communication, initial system setup and configuration;
      • Providing the Customer with all the relevant Documentation and guidance for system web application usage;
      • Resolving usage questions, installation questions, configuration questions and similar matters;
    • Level 2 support issues covered by the Company's level 2 support shall include:
      • Assistance on questions, problem analysis and responding to potential errors found in the Company's system as they relate to performance issues;
      • Problem isolation via remote communication;
      • Management and prioritization of product features, enhancements and change requests.
    • In case of hardware failures, Customer should initiate an RMA request as described in the Product Warranty.
    • During the term of the Customer Agreement with the Customer, and for a period of two (2) years after the termination of such Customer Agreement, the Company shall maintain a registry and history of all support issues related to the Customer.
    • The Company's support includes the right to receive, during the term of Customer Agreement, software updates and new software releases for the Products and Services purchased by the Customer, and related documentation, which the Company deemed to be a "commercial release".
    • The Company is not obliged to provide support where an error results from negligence or willful misconduct of anyone other than the Company, or where a Product (i) has been altered or disassembled by anyone other than a authorized Company agent; (ii) has not been installed, operated, repaired or maintained in accordance with the Documentation and/or by a Company certified installer; (iii) has been subjected by Customer, or anyone on its behalf, to abnormal physical or electrical stress, misuse, negligence or accident, or the Product has not been maintained in accordance with the requirements specified in the Documentation;(iv) has been damaged as a result of service, testing, adjustments, installations, modifications, alterations or attachments thereto which were not pre-authorized in writing by the Company or not carried out, instructed or supervised by or on behalf of the Company, or which were forbidden as specified in the Documentation; (v) has been used in combination with equipment, items, software or materials not permitted by the Documentation or written instructions of the Company; (vi) has been damaged or rendered non-functional as a result of power failure or abnormal power surges, lightning, fire, flood, pest damage accident, action of third parties, or other events beyond the Company’s reasonable control or not arising from normal operating conditions (vii) is provided for beta evaluation, trial, pilot testing or demonstration purposes; or (viii) has been damaged during or in connection with shipping or transport to or from Customer where Customer arranges such shipping or transport. Despite that, if Customer requests, and the Company decides to provide support in these cases, Customer will be responsible to reimburse the Company for such support at the list price rate set forth for the Company's Services. Issues that are not included in the Company's support may be: Assistance to non-qualified agent or Customer to implement the solution; In depth training on issues that require an inordinate amount of time to resolve; Customization assistance for web based services or software applications; third party software integration through API, assistance in training, developing, debugging and testing even if such integration is permitted. In such cases Customer shall have the right to purchase such Services from the Company, subject to the parties' written agreement on terms applicable to the provision of such Services. Such Services will be charged an hourly fee at the rate set forth for the Company's Services, plus expenses.
  2. This Support Policy may be updated from time to time by the Company, in which case the Company will provide notice thereof to Customer.