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<br />On-site critical problem resolution by qualified Itron service staff is included in TSSP and <br />available twenty-four hours per day, seven days per week, when a joint determination by <br />Itron and the Customer has been made confirming the need for on-site assistance. Itron <br />charges current time and materials rates and expenses for on-site problem resolution <br />when it determines that the failure is due to hardware or software not supported by ltron. <br /> <br />Total System Support covers shipping charges of the repaired equipment back to the <br />Customer. Return shipment is in the manner used when the equipment is shipped prepaid <br />to Itron. Expedited shipment for an additional charge can be requested through the <br />Customer Support Analyst. <br /> <br />TSSP hardware support excludes support of the following: <br /> <br />1. Equipment that persons other than authorized Itron representatives have altered or <br />attempted to repair. <br /> <br />2. Physical damage resulting from accident, misuse or neglect. <br /> <br />3. Damage resulting from stationary equipment relocation by Customer. <br /> <br />4. Damage resulting from electrical power, air conditioning or humidity control failure. <br /> <br />5. Non-Itron supplied components and equipment. <br /> <br />6. The furnishing of supplies or accessories and of shoulder straps and holsters; painting <br />or refinishing the equipment. <br /> <br />7. Hardware not included in the Service Agreement. <br /> <br />In the event Itron should receive equipment for repair that is physically damaged and the <br />estimate for repair is not accepted by the Customer, Itron reserves the right to invoice one <br />hour of labor at the prevailing labor rate for equipment returned to the Customer <br />unrepaired. The Customer will not be invoiced for damaged units that are scrapped at the <br />Customers request. <br /> <br />TSSP Policy (MV-RS) - 3/99 <br /> <br />Page 4 <br />