Service Support and Delivery Overview

our commitment to you terso solutions is dedicated to ensuring consistent service support and delivery to all customers our team, along with trusted contractors and service partners, works to provide you with reliable and accessible support access to resources terso solutions will have reasonable access to necessary end user information to ensure optimal product performance user manuals we provide access to detailed device user manuals, covering essential service and maintenance procedures technical resources customers can readily access terso's technical resources for support and guidance collaborative communication we maintain open, cooperative, and proactive communication to ensure seamless service support hardware and software support training and troubleshooting during initial deployment, terso offers foundational training on hardware and software, with additional remote support available upon request if onsite training is needed, it will be outlined separately uptime commitment software services maintain an uptime of 99 9% monthly, monitored by our dedicated team this commitment excludes circumstances beyond our control (e g , force majeure, internet outages) proactive notifications terso provides reasonable notice for any planned service outages and notifies customers at least 30 days in advance of any feature or service discontinuation remote monitoring and alerts device specific remote monitoring is in place to address critical issues (e g , power, network, temperature) based on agreed upon escalation procedures firmware updates terso provides regular device firmware updates and access to new versions as they become available technical support escalation procedures contact terso support high priority issues call 1 888 376 0257 (us) or +490 6227 789 3003 (eu), available 24/7 non urgent issues email support\@tersosolutions com , or supporteu\@tersosolutions com mailto\ supporteu\@tersosolutions com and we’ll respond within one business day proactive monitoring we’ll notify designated contacts of issues detected during remote monitoring remote troubleshooting our team will guide you through necessary troubleshooting steps internal escalation issues requiring further investigation are escalated internally, with a clear timeline for next steps onsite escalation if remote support does not resolve the issue, terso coordinates onsite service, providing a response within one business day out of warranty visits include an advance quote for approval additional services services beyond the scope described here may be available by region or by customer please contact us for additional information on extended services customer responsibilities on site access ensure access to on site representatives and products for necessary services training requirements ensure personnel are trained to handle terso products appropriately and avoid use by untrained staff non terso repairs any repairs under warranty by non terso personnel must be performed by qualified individuals non warranty services for enclosures for any out of warranty field services, terso provides a clear quote for parts, labor, and travel before dispatching resources additional costs beyond the initial quote will be communicated for approval prior to service warranty information in warranty devices replacement parts and services for in warranty devices are covered for the remainder of the standard equipment warranty out of warranty devices terso warranties replacement parts and services for 90 days from the service date should a replacement part fall under warranty again, terso will replace any defect related issues free of charge, applying a new 90 day warranty