Hardware Support Services. In addition to the technical Support Services described above, LogRhythm provides Hardware maintenance and service, parts, with related labor services to repair or replace defect(s) in workmanship pursuant to and occurring within the Support Services term applicable to Customer’s Hardware product(s) (“Qualified Incident(s)”). Hardware Support Services are only available on Appliances that are under a current Support agreement with LogRhythm. (a) LogRhythm provides Hardware Support Services with assistance from its hardware OEM provider, Dell global services. Support Services are available for Hardware for up to five (5) years from the date of delivery provided Customer remains current on a Support Services plan. Hardware Support Services also include: (i) Onsite dispatch of a technician and/or service parts to Customer’s business location for repair and resolution, if appropriate and if on-site services are available in Customer’s region. (ii) With Customer’s consent, remote troubleshooting sessions, when available, where the Hardware manufacturers technician conducts a troubleshooting session in Customers network. (iii) Onsite troubleshooting assistance when LogRhythm has evaluated a problem and determined that field support is necessary for diagnostics and resolution and if on-site services are available in Customer’s region. (b) Hardware shipped to Customer will support the release of the Software installed on the Hardware at time of delivery. If a subsequent Software Upgrade requires an upgrade to the Hardware, Customer may choose to either (i) upgrade the Hardware at its cost and install the subsequent Software Upgrade or (ii) receive Support Services on their current Hardware and Software through the support life cycle of the applicable Software and Hardware.
Appears in 2 contracts
Sources: Support Services Addendum, End User License Agreement
Hardware Support Services. In addition to the technical Support Services described above, LogRhythm provides Hardware maintenance and service, parts, with related labor services to repair or replace defect(s) in workmanship pursuant to and occurring within the Support Services term applicable to Customer’s Hardware product(s) (“Qualified Incident(s)”). Hardware Support Services are only available on Appliances that are under a current Support agreement with LogRhythm.
(a) LogRhythm provides Hardware Support Services with assistance from its hardware OEM provider, Dell global services. Support Services are available for Hardware for up to five (5) years from the date of delivery provided Customer remains current on a Support Services plan. Hardware Support Services also include:
(i) Onsite dispatch of a technician and/or service parts to Customer’s business location for repair and resolution, if appropriate and if on-site services are available in Customer’s region.
(ii) With Customer’s consent, remote troubleshooting sessionstroubleshootingsessions, when available, where the Hardware manufacturers technician conducts a troubleshooting session in Customers network.
(iii) Onsite troubleshooting assistance when LogRhythm has evaluated a problem and determined that field support is necessary for diagnostics and resolution and if on-site services are available in Customer’s region.
(b) Hardware shipped to Customer will support the release of the Software installed on the Hardware at time of delivery. If a subsequent Software Upgrade requires an upgrade to the Hardware, Customer may choose to either (i) upgrade the Hardware at its cost and install the subsequent Software Upgrade or (ii) receive Support Services on their current Hardware and Software through the support life cycle of the applicable Software and Hardware.
Appears in 1 contract
Sources: Support Services Addendum