1. Purpose

This document outlines the support services provided for both software and hardware issues:

• Software Issues: Managed by Us2.ai, with remote support available within 24 hours during business hours.
• Hardware Issues: Handled directly by Dell. Us2.ai will assist in coordinating with Dell as needed.

2. Scope

This QMS document covers:

• Software Support: Provided by Us2.ai.
• Hardware Support: Provided by Dell, coordinated by Us2.ai.

3. Support services

1. Software Support (Us2.ai)
   • Support Framework:
     • Remote Technical Assistance: Us2.ai provides remote support for software issues.
     • Response Time: Within 24 hours
   • Contact Methods:
     • Initial Contact: Reach out to Us2.ai directly or through your Account Manager.
     • Phone: Available during business hours (8:00 a.m. to 5:00 p.m., Monday to Friday)
   • Procedure:
     • Information Required: Description of the software issue (Any error messages or codes) and any steps taken to resolve the issue.
     • Troubleshooting: Us2.ai will remotely resolve the issue from the back-end.
2. Hardware Support (Dell)
   • Support Framework:
     • Dell’s Premium Support: All hardware support is managed directly by Dell
     • Support Channel:
       • Remote Technical Assistance: Dell provides initial troubleshooting and diagnosis.
       • Onsite Service: Arranged by Dell if remote troubleshooting does not resolve the issue
   • Contact Methods:
     • Online and Phone-Based Support: Available 24/7, including holiday
       • Onsite Service: Provided within 1 or 2 business days following unsuccessful remote diagnosis, if required.
   • Procedure:
     • Information Required:
       • Product invoice and serial numbers
       • Service tag number
       • Model and model numbers
       • Current operating system version
       • Brand names and models of peripheral devices
     • Troubleshooting onsite:
       • Service performance and response times depend on various factors including request time, service option, parts availability, and geographic location
       • Additional charges may apply for missed service visits
       • For detailed information on Dell Premium Support and the full terms of service, please refer to Appendix: Dell PH Featured Agreements - Dell Premium Support.

4. System Backup Requirements

Customer Responsibilities:

• Complete a comprehensive backup of all existing data, software, and programs before and during service.
• Regular backups are recommended to mitigate risks.
• Remove confidential, proprietary, or personal information, as well as removable media, from the supported product.

Liability Limitations:

• Us2.ai and Dell are not liable for:
  • Loss of confidential, proprietary, or personal information.
  • Lost or corrupted data, programs, or software.
  • Damaged or lost removable media.
  • Data or voice charges due to failure to remove SIM cards or removable media.
  • Loss of use of the system or network.
  • Acts or omissions, including negligence, by Dell or third-party service providers.

Program Restoration: Us2.ai will not restore or install programs unrelated to our services, except as specified in the contract.

5. Changes and Updates