thomastech
Terms and Conditions
1. Terms per Master Service Agreement or Scope of Work or end-user Hardware support agreement if currently in place between the parties.
2. Terms and prices in this quote are valid for 45 Days from quote date. Payment terms are Net 30 from date of invoice.
3. End-user must have valid rights and licenses for the operating systems of all assets under support. Thomastech does not provide software updates or upgrades for any product.
4. Hardware support pricing includes quoted repair services, parts, labor and helpdesk for contracted devices.
5. Disk Arrays and Tape Libraries are quoted based on the device configuration provided and includes quoted repair services, parts, labor and helpdesk for contracted device. Batteries are not included.
6. Client must provide configuration information and serial numbers for all assets so entitlement can be verified and applicable service levels can be met.
7. Any quoted equipment that is contracted for support must be in healthy, operating condition before the start of contract. If systems are not operational, time and materials rates may apply.
8. Customer is responsible for all Taxes. Taxes are not included in the quotes provided by thomastech.
9. All quoted Prices, Invoices, and Payments are reflected in United States currency.
10. Any change to covered devices, support coverage, terms, or quantity may have an effect on price, or discount level. A change request must be submitted to thomastech for approval.
11. Hitachi Tier1 Storage - Remote Connectivity to thomatech utilizing BeyondTrustsupport solution must be established prior to the start of the Service Contract. Failure to establish BeyondTrust connectivity negates the SLA.
12. All new contracts requires 30 day to onboard after receipt of award.
13. If logs or similar information is requested to diagnosis a support event the requested information must be provided prior to any parts being shipped and/or Field Engineer dispatch for onsite activity.
14. Any defective parts that are removed from a device that have been replaced by an equivalent part are the property of thomastech and must be returned. Failure to receive parts or device will result in fees to the customer.
15. Documents required to process a service order and onboard a new maintenance contract are the following: A thomastech Quote, Purchase Order referencing Quote number total dollar amount on the Quote, and the MSA or reference to existing Master Agreement or signed SOW.
16. Customer is responsible for data backups and recovery. Thomastech is not responsible for any data loss.
17. It is understood and agreed that for items under support, thomastech is acting as an agent of end user rights and license to facilitate the resolution of hardware support events.
18. Any required credentials to access service menus must be maintained by the customer and available to thomastech during support activities
19. NetApp OS 8.9 and higher. Service is only valid if customer is original owner of record for the asset.
20. If total billable is less than $1000, the PO will be billed upfront. If monthly billing is required, the customer is responsible for all transaction fees incurred. Billing requirements must be disclosed and approved upfront.
21. Onsite spare parts provided as part of a contract are the property of thomastech and must be returned at the contract expiration - any unreturned parts will be billed back to the customer at the OEM list price.
22. Thomas Tech does not consider an SSD/NVMe failure to be considered a “Break Fix” failure covered by a service agreement or contract. SSD/NVMe services will cover the labor of services only. Any SSD/NVMe devices replaced will be billable in accordance with the contract terms as a consumable item.
MAINTENANCE CONTRACT EXCLUSIONS:
1. Printer Hardware Maintenance Support does not include Printer Maintenance Kits or consumables (ink, toner).
2. Batteries: Batteries are not covered under the support agreement and are treated as consumables, unless otherwise noted. Batteries would be quoted at time of failure for replacement cost.
3. Software upgrades, updates and/or any Firmware updates.
4. Equipment damage by physical abuse or end-user negligence, fire, water, temperature or any force majeure event.
Time & Material Support Charges for NON-CONTRACTED or OUT OF SCOPE Support Requests:
1. Helpdesk/Remote Engineering Hours (2hr minimum, then billed to actual) - Standard Business Rate is $195.00 per hour during local business hours (M-F 8am to 5pm EST) and $295.00 per hour any other time, weekends and holidays.
2. Onsite Field Engineering Hours (2hr minimum, then billed to actual) - Standard Business Rate is $195.00 per hour during local business hours (M-F 8am to 5pm EST) and $295.00 per hour any other time, weekends and holidays.
3. Onsite Field Engineering Travel Hours - Travel charges are TBD and billed to actual, as incurred. Customer is responsible for all T&M incurred costs.
4. Material/Parts costs will be determined and quoted as needed. Customer is responsible for all shipping charges where applicable. Shipping is billed based on actuals.
5. A one-time per incident Service Event fee of $250 is applicable to all time and material requests.
6. Above rates are for US locations only and are subject to change. Uplift for non-US locations may apply. An incident specific T&M quote will be created upon request with confirmed rates and estimated charges. If approved, a purchase order will be required to proceed with service.
7. Time and Material Service does not provide a guaranteed scheduled or response time, service is delivered on a best effort basis.
8. For Time and Material events, all parts must be purchased through thomastech.
Additional Notes:
1. DMR is included at no additional charge, but batteries will remain a consumable, as outlined above.
2. By Sending a Purchase Order or opening a case on any of these assets you are accepting thomastech terms and conditions of contract
3. Terms and pricing of this quote are valid for 45 Days from quote date. Payment terms are Net 30 from date of invoice.
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