InVentry Support Level Agreement

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Warranty Information

Support Portal

InVentry is committed to helping our customers get the best out of their system. To assist with this, we have developed an online portal where you can go to seek help and assistance. This can be found at https://inventry.zendesk.com/.

The InVentry support portal allows you to access the following information at any time:

• Video tutorials covering all the features of the InVentry system
• A range of InVentry documentation to support the use of your system
• The ability to raise new questions and support tickets
• Undertake live chat with the support team
• Track existing support tickets and securely upload files to InVentry
• Submit feature requests and ideas

To access the support portal, you will need a username and password. We have already set up an account under the email address that we have on file for you. You can however have multiple accounts, please let us know if you would like to have an additional account set up.

Remote Support & Maintenance

The remote support and maintenance agreement, purchased alongside your InVentry system, gives you access to the following:

• Unlimited telephone support
• Unlimited remote support
• Unlimited access to the support portal
• Remote software upgrades to new InVentry releases
• Site visits for hardware failures (assuming the unit is still within its warranty period).

Our remote support service relies on our engineers being able to connect to your InVentry system remotely. In some cases, this is not possible due to restrictions put in place by your internet or network provider. If our engineers are unable to gain access to your system remotely, then any corresponding site visits (that are not hardware related) may be chargeable.

Site visits made by our engineers that are the result of physical damage to the InVentry system and external issues not related to InVentry (such as network issues, computer problems or user error), may also be chargeable at the current InVentry site visit rate.

 Response Times

You have 24hour access to support via the Support Portal and remote support within service hours.

When logging a request there is an immediate response, within an hour, with regular updates thereafter. For all requests, InVentry will ask for you to confirm Remote Access Times. This is to ensure that there is no delay in resolving your issue, should we need to connect to your system to troubleshoot or make a change. Remote access options include:

• Remote Connect Anytime
• Anytime excluding specified days/time specified by the customer

Notes

1. On-site support for hardware only, next working day commencement from confirmed diagnostic status of an InVentry support technician where manufacturers stock permits. Faults caused by issues external to the InVentry system may be charged as the current InVentry site visit rate.
2. In the event that any one or more service levels are not achieved in any calendar month this shall be a “Default”; in the event of a Default occurring in any 2 consecutive calendar months
   a. InVentry will provide a timeline and action plan to be agreed with the Customer within 14 days; and
   b. if InVentry fails to provide a resolution within the time period specified in the action plan and after receiving a warning notice from the Customer still fails to remedy the Default within 60 days of the date of that warning notice, the Customer shall be entitled to terminate the Contract on giving InVentry ninety (90) days’ written notice.
3. InVentry will require remote, administration level access to the InVentry touch screen for support technicians and the installation of remote management agents to enable delivery of all support. Access to the system will only be actioned after obtaining consent from the customer. There are a range of options and these include:
   a. Remote Connect Anytime
   b. Off Peak (Between 09:30 – 11:30) / (Between 12:30 – 14:30) / (after 16:00)
   i. (If you select any of the 2 above options one of our technicians will email you to make you aware that we are gaining access).
   c. Call for every remote connection (Please be advised that by selecting this option, it may affect the time it takes to resolve your current query).
   The option is set on a ticket by ticket basis.
4. Calls, e-mails or support tickets raised within operational hours. (Operational hours: Mon – Fri exc. Bank Holidays 08:00 – 17:00)
5. QuickScans, Barcode scanners, biometric scanners & RFID readers are on a return to InVentry warranty basis. For these devices the following process will apply:

a. Upon identification of a fault by the InVentry support team, a substitute device will be dispatched to the organisation to replace the faulty device. Where possible (Before 3.00 pm) this will be for next day delivery.

6. On receipt of the faulty device, InVentry will investigate further and confirm any additional remedial action. These may include but not limited to:
   a. Repair of device and return to customer for re-installation and return of substitute to InVentry;
   b. Retention and continued use of substitute device by customer.
7. All warranty returns include free shipping.
8. Should the fault be the subject of accidental damage which is not covered by the device warranty, repairs/replacements will be charged at the current InVentry RRP.
9. For more details of warranties for hardware and returns, see terms and conditions

Hardware Warranty

InVentry’s support and maintenance contracts cover the support of our software and provide our customers with new releases and upgrades.

All InVentry hardware comes with a comprehensive three-year on-site warranty as standard, and this may be longer if you have purchased the additional warranty package. Some smaller/peripheral items may be shipped for replacement in order to support you as quickly as possible. These will only be items that can very easily be fitted.

On-site support for hardware only, next working day commencement from the confirmed diagnostic status of an InVentry support technician where manufacturers stock permits.

Note:

• The on-site warranty is purely related to hardware failure and does not cover any other software or external issue
• Please be aware that there may be instances where the Support Team will require your assistance with the removal of peripherals for troubleshooting purposes

Installation Task

There are several integrations and customisations that InVentry offers:

• MIS Installation
• MIS Move
• Data Move
• System Upgrade
• System Customisation

These fall outside of the service hours as completion time for each task will be dependent on varying factors. These factors include access, obtaining information required to complete the works, 3^rd party dependency etc.

Contact details for Technical Support:

• Website https://inventry.zendesk.com/ for:

• Logging a ticket
• Online chat
• Support videos and other resources

• Email: support@inventry.co.uk
• Tel: 0113 322 9253 opt. 3