5. Human Resources and Payroll portal
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5. Human Resources and Payroll portal
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5 <br />Rev. 101019 <br />http://www.kronos.com/Support/SupportServicesPolicies.htm (“Support Policies”). In the event of a conflict <br />between the Support Policies and this Agreement, the terms of this Agreement shall prevail. <br />7.4 Support Services for Equipment. Provided Customer has purchased support services for the Equipment, <br />the following terms shall apply (Depot Exchange support services for rented Equipment are included in the <br />rental fees for such Equipment): <br />(a) Customer may select, as indicated on an Order Form, an Equipment Support Services option offered by <br />the local Kronos entity responsible for supporting the Equipment if and as such offerings are available within <br />the Kronos territory corresponding to the Equipment’s location. Kronos shall provide each Equipment <br />Support Services offering as specified herein. <br /> (i) Depot Exchange and Depot Repair. If Customer has selected Depot Exchange or Depot Repair <br />Equipment Support Services, the following provisions shall apply: Upon the failure of installed Equipment, <br />Customer shall notify Kronos of such failure and Kronos will provide remote fault isolation at the FRU (Field <br />Replacement Unit) or subassembly level and attempt to resolve the problem. Those failures determined by <br />Kronos to be Equipment related shall be dispatched to a Kronos Depot Repair Center, and Customer will be <br />provided with a Return Material Authorization Number (RMA) for the failed Equipment if Customer is to <br />return the failed Equipment to Kronos, as reasonably determined by Kronos. Customer must return the failed <br />Equipment with the supplied RMA number. Hours of operation, locations and other information related to <br />Kronos’ Depot Repair Centers are available upon request and are subject to change. Return and repair <br />procedures for failed Equipment shall be provided based on the Depot option - Depot Exchange or Depot <br />Repair - selected by Customer on the applicable Order Form and as specified herein and in Kronos’ then- <br />current Support Services Policies. Service packs for the Equipment (as described in subsection (ii) below) <br />are included in both Depot Exchange and Depot Repair Support Services. <br />Depot Exchange: Kronos will provide a replacement for the failed Equipment at the FRU or <br />subassembly level on an "advanced exchange" basis, utilizing a carrier of Kronos’ choice. <br />Replacement Equipment will be shipped for delivery to Customer’s location as further described in <br />the Support Policies. REPLACEMENT EQUIPMENT MAY BE NEW OR RECONDITIONED. <br />Customer shall specify the address to which the Equipment is to be shipped. All shipments will <br />include the Kronos provided RMA designating the applicable Kronos Depot Repair Center, as the <br />recipient. Customer, upon receipt of the replacement Equipment from Kronos, shall package the <br />defective Equipment in the materials provided by Kronos, with the RMA supplied and promptly <br />return failed Equipment directly to Kronos. <br />Depot Repair: Upon failure of installed Equipment, Customer shall install a Spare Product (as <br />defined below) to replace the failed Equipment. Customer shall then return the failed Equipment, <br />with the required RMA, to the applicable Kronos Depot Repair Center. Customer shall make <br />reasonable efforts to return the failed Equipment using the same or substantially similar packing <br />materials in which the original Equipment was sent. Customer shall also specify the address to which <br />the repaired Equipment should be return shipped. Upon receipt of the failed Equipment, Kronos <br />shall repair the failed Equipment and ship it, within ten (10) business days after receipt, to Customer. <br />Kronos shall ship the repaired Equipment by regular surface transportation to Customer. <br />(ii) Device Software Updates Only. If Customer has selected Device Software Equipment Support <br />Services, Customer shall be entitled to receive: <br />(A) Service packs for the Equipment (which may contain system software updates, firmware <br />updates, security updates, and feature enhancements) available for download at Kronos’ customer <br />portal. Service packs for the Equipment are not installed by the Kronos Depot Repair Center but <br />are available for download at Kronos’ customer portal, provided Customer is maintaining the <br />Equipment under an annual Equipment Support Services plan with Kronos.; and <br />(B) Access to the Kronos Support Services Center for the logging of requests for assistance <br />downloading service packs for the Equipment. <br />(b) Warranty. Kronos warrants that all service packs and firmware updates provided under this Agreement <br />shall perform in accordance with the Kronos published specifications in all material respects for a period of <br />ninety (90) days after download by Customer. In the event of a breach of this warranty, Customer’s exclusive <br />remedy shall be Kronos’ repair or replacement of the deficient service pack(s) or firmware update(s), at <br />Kronos’ option, provided that Customer’s use, installation and maintenance thereof have conformed to the <br />specifications. <br />(c) Responsibilities of Customer. It is Customer’s responsibility to purchase and retain, at Customer’s <br />location and at Customer’s sole risk and expense, a sufficient number of spare products ("Spare Products") <br />to allow Customer to replace failed Equipment at Customer’s locations in order for Customer to continue its <br />operations while repairs are being performed and replacement Equipment is being shipped to Customer. For <br />each of the Depot Exchange and Depot Repair Equipment Support Services options, Customer agrees that it
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