Premium Support Plan Terms and Conditions

February 2012

HarvestMaster Premium Support Plan

Terms and Conditions

 

This agreement must be renewed annually. One year’s subscription is good for one calendar year starting on January 1st and ending on December 31st, regardless of when it is purchased. For example, if the contract is purchased in July of 2012, it expires December 31, 2012. The price for purchasing Premium Support for each year will change to the standard rate after May 1st of that year. The Premium Support service covers all products that are manufactured by Juniper Systems Inc. (Juniper) at the site for which this service was purchased.

 

When contacting Juniper Systems for technical support, if a repair or replacement diagnosis for an original product (with a suggestion of loaner product shipment) is made before 2:00 p.m. Mountain Standard Time (MST), a loaner product is shipped the same day of authorization for the repair return. To guarantee next day air service, the loaner equipment must be requested before 2:00 p.m. MST Monday through Friday. Saturday delivery is available in most cities but is not guaranteed. The customer is responsible for the shipping costs of the loaner equipment to and from the shipping point. The cost for shipping loaner equipment to the customer is invoiced on the equipment return repair order.

 

After the loaner equipment is received, the customer has the responsibility to ship the equipment needing repair to Juniper (with all costs of shipment prepaid) to be received within five business days of the time they receive the loaner equipment. Customers in Canada are given five extra business days to get the equipment through Customs. For each business day past this deadline, there is an additional $25 charge.

 

The customer has the option to trade the equipment needing repair for the loaner equipment. In the event the customer chooses not to trade equipment and after the damaged equipment is repaired (or replaced) and returned to the customer, the loaner equipment must be shipped back to Juniper with all costs of shipment prepaid to be received within five business days of the time customer received the repaired equipment. Customers in Canada are given ten business days (five extra days to get the equipment through Customs). For each business day past this deadline, there is an additional $25 charge.

 

Upon return of the loaner equipment to Juniper, it is evaluated for damages due to improper installation and operation, uses other than those for which the hardware was designed, and evidence that the equipment was operated outside of the product’s environmental specifications. Any said damages are the responsibility of the customer and are invoiced accordingly. If the loaner equipment is not returned within 30-days of the time the repaired equipment has been returned to the customer, Juniper reserves the right to invoice for both penalty charges and for the retail value of the product. Costs for equipment servicing, repairs, shipping, and late fees are invoiced separately from the service agreement.

 

For products that are within the standard one-year warranty period, loaner equipment is provided at no charge and Juniper will cover parts for repairs performed on-site; however, we do not cover travel expenses. The same return conditions and penalties apply (stated above) for both warranty and non-warranty loaner transactions.

 

On-Site Visits

 

Juniper Systems will schedule on-site visits as requested by the customer. The customer is responsible for communicating the timeframe a visit must be conducted at the time of the initial registration.

 

Additional On-site Visit Costs

 

When an on-site visit is needed, arrangements for a visit can be made to meet the customer’s request. Additional charges might be billed for the visit depending on the area and urgency. Generally, the customer is responsible for travel expenses incurred by the support engineer when an on-site visit is needed within two weeks of the time it was scheduled or if the customer is in a remote location.

 

Definition of “SITE”

 

A “SITE” is the place where the Plot Harvest Data System is located.