Remote Service Response
Each incident is assigned a priority number Level 1 to Level 4 and an initial response time by our teams. Response Time is the first contact made by a Support Engineer after the incident is logged in the Advance2000 HelpDesk or a call is made to the Advance2000 support team and a tracking number is provided. Status updates are communicated through the HelpDesk, via Email or by phone.
Onsite Service Response
Provides support Monday through Friday (8-5 Local Time) for a dispatched support engineer to perform onsite triage or remedial maintenance for equipment issues that require onsite intervention. Neither party is liable for any delay or failure of performance if such delay or failure is caused by a Force Majeure Event. Force Majeure Event means an event beyond the reasonable control of a party, including without limitation, acts of God, fire, explosion, vandalism, cable cut by a third party, adverse weather conditions, governmental action, labor difficulties, and supplier failures.