Introduction

The WideBand Corporation Gold Support Program has been created to help users of WideBand manufactured equipment operate their networks. The program has been priced to provide basic levels of support. Users requiring emergency replacement of critical network components are advised to stock redundant units at their facilities. Other programs offering extended hours of technical support are available and priced accordingly. For assistance in determining what emergency equipment could be stocked locally, for for pricing on extended hours of support, or for information regarding the availability of on-site support programs, please contact your WideBand support representative.

Philosophy

Our philosophy is to provide subscribers of our Gold Support program with the best support possible while maintaining the cost of the monthly subscription within the reach of medium to small users. We do our best to respond to all support questions regarding the use of our equipment. We limit our support to products manufactured and sold by WideBand Corporation. We attempt to provide support to all Gold Support customers on a "as requested" basis. Users requiring extra-ordinary support are assisted on a "as resources permit" basis.

We do not, as part of the basic Gold Support Program, provide on-site support at customer locations. This program does not include network design, installation, or set up.

WideBand Provided Services

The following services will be provided to current WideBand Gold Support customers on a best efforts basis for products included on the contract:

• Priority Phone and Email Support
  
• Normal support hours from 7:00 AM to 7:00 PM CST
• Extended hours support programs available
  
• 24/7 network scan and monitoring
  
• This service requires customer supplied local nMU (Network Management Unit)
  
• Advance shipment product replacement
  
• Most Items ship 2nd Day Air
• Overnight shipping on rush orders paid by customer
• This service is based on availability of replacement equipment
  
• Configuration and management assistance (as resources permit)
  
• Software version and firmware updates
• Continued product warranty coverage
  

Customer’s Obligations

• Must be current on payment of Gold Support fees to qualify for services
• Must promptly return advanced replacement products
• Replaced products must be returned within fourteen days
• Customer to prepay shipping to return replaced products
• Customer will be billed for replacement products that are not returned
• Customer will be fined at the rate of 1% per day for late returns exceeding 30 days
• Customer to provide surge protection to all equipment
• Extended warranty does not cover damage caused by lightning or power surges
  
• Customer to provide Business Equipment insurance coverage
  
• Damage caused by fire, theft, or natural disaster not covered under extended warranty
  
• Customer is responsible for protecting equipment
• Damage resulting from misuse or alterations to the equipment are not covered under warranty
• Confidential data and backups
• It is the responsibility of the customer to ensure that data and configuration files are backed up
• It is the customer's responsibility to protect confidential information