Common use of On-site Hardware Support Clause in Contracts

On-site Hardware Support. For those Customers whose Hardware Support level includes an on-site service feature, upon Customer’s request, after TAC determines that the hardware issue is related to a malfunction of one of the Hardware components, and after a repair action plan has been defined, Check Point will use commercially reasonable efforts to dispatch a Check Point Certified Onsite Technician or ACE Partner to the Site in accordance with the terms and timeframes of such plan as set forth on Exhibit A. Provision of on-site support is subject to the following limitations: (a) On-site Hardware Support is limited to Advance Hardware Replacement only; it does not include on-site service for Software troubleshooting or any Software related issues. (b) On-site Hardware Support service may not dispatch a certified technician on-site to help set up the RMA unit outside of Check Point’s normal on-site service areas (▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇/services/onsite- availability.html). Under those situations, Check Point may provide a Shelf Spare solution under specific conditions to ensure a rapid unit replacement at the Customer’s site. Customer will need to sign up for this service under a separate Shelf Spare Replacement Agreement. (c) On-site service response times may be dependent upon the Customer’s Site address for the Hardware, the timely arrival of replacement parts at Customer’s Site, and accessibility to the Site. On-site Hardware Support is effective one (1) month from the day it was purchased.