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On-Request Support Services      
       

In addition to the warranty and protection plans described above, other services are available on request to Redline’s Certified Partners according to “pay-as-you-go” fees described in the Redline RedCare price sheet.  These include;

Advanced replacement (next business day)
The Certified Partner may request next business day shipment of advanced replacement hardware of Redline replaceable product.  Redline will arrange next business day shipment of a Redline field replaceable unit to the designated Partner site identified in the agreement following completion of diagnosis of the initial issue for a fee specified in the RedCare price sheet.  The failed unit, which is de-installed by the Certified Partner, shall become the property of Redline on an exchange basis and must be returned to Redline within 30 days.  Product not received by Redline within 30 days will be invoiced to the Certified Partner at the then current price in our price sheet.

7x24 access to Redline TAC
Access to the Redline TAC can be obtained on a 24 hr/day, 7-days/week basis at a billable hourly rate specified in the RedCare price sheet.  The contact information for TAC is provided at XXX.

Software/Firmware upgrades (RedCONNEX, RedMAX)
Software/firmware upgrades can be obtained for a fee as specified in the RedCare Services price sheet. As described above, upgrades represent feature enhancements to the software/firmware load.  All upgrades can be obtained from the Redline TAC.

Emergency on-site support
Under any of the service plans, if the parties mutually agree that the resolution of a problem will be significantly facilitated by a Redline site visit, Redline will dispatch the necessary technical personnel.  The Certified Partner will dispatch a technical resource on-site to assist the Redline personnel.  If the primary problem is the result of a Redline product anomaly, there will be no time and materials charged to the Certified Partner.  If the problem is not the result of a Redline product anomaly, Redline shall invoice the Certified Partner at the then prevailing rates published in the current RedCare price sheet.