SUPPORT

SERVICE CONTRACT

Indizo Automated Nasal Spray Collection System Service Offerings:
1. Complete Contract
2. Combined Contract
3. System Software Support Maintenance Contract
4. On-Demand Service and Support
1: Complete Contract Includes
All parts and labor required to maintain the system under normal use.
Annual Preventive Maintenance Visit
- Complete instrument diagnostics
- Testing, cleaning, and adjusting the SprayVIEW System’s Environmental Enclosure
- Testing, cleaning, and adjusting the laser assembly
- Routine replacement of all required preventive maintenance parts
- Replacement of all three filters on the System Environmental Enclosure
- Replacement of belts, pulleys, and bearings of the actuation system as needed
- Instrument operation verification
- Instrument requalification
- Actuation system operation verification
- Replacement of up to 1 device holder with insert and collets
- Travel, labor, room and board for implementation of the preventive maintenance protocol and one on-demand service visit
- Labor, room and board for additional service visits
System and Software Support
- Complete instrument diagnostics
- Complete access to the Proveris Support Center for remote administration for troubleshooting and system maintenance
- New Viota ® instance installation with full Viota software support and maintenance
- Viota software upgrades
- Routine database performance check
- Maintain the database logical file size
- Maintain any database connectivity issue
- Maintain any database slowness issue
- Maintain and test the database backups (daily/weekly)
- Full access to the Proveris Support Center for phone and email support
- Implementation of daily and weekly database checkups
- Diagnosis of current methods and troubleshooting support for system performance and protocols
- Software upgrades are performed at no charge. Installation is included.
- Priority support scheduling with 24-hour initial response
- Unlimited Viota client licenses for desktop analysis
System and Software Support
- At the Proveris Support Center or utilizing web-based training programs
On-Demand Service Visit
- One on-demand service visit per site in addition to the preventive maintenance (PM) visit which includes travel, room and board for implementation
- Labor, room and board for all subsequent required service calls are included
2: Combined Contract Includes
- Balancing cost versus risk - this contract reduces cost by excluding coverage on high value parts that rarely fail such as the robotic gantry and cabinet structures
- All services and support included in the Complete Contract
3: System Software Support Maintenance Contract Includes
- Proveris Support Center provides remote support to assure routine system and software operations/activities perform at optimal levels assuring compliance
- Refer to applicable section of Complete Contract
4: On-Demand Service and Support
- Services outside a contract such as repairs, calibration, and validation. Additional activities can include:
- Recovery area relocation/adding a new hard drive
- Database migration (depends on the DB size)
- Database recover (depends on the DB size)
- Oracle client/Viota application corruption
- Full disaster restore using RMAN (recovery manager)
Quick Reference Chart
Contract | Major Parts* | Parts | Labor | On-Demand Visit** | PM Visit** | Training | Software Upgrades | Remote Service Support |
---|---|---|---|---|---|---|---|---|
Complete Contract | Y | Y | Y | Y | Y | Y | Y | Y |
Combined Contract | Y | Y | Y | Y | Y | Y | Y | |
System Software Support Maintenance Contract | Y | Y | Y | |||||
On-Demand Service*** | Y | Y | Y | Y | Y | Y | Y | Y |
* Major parts include the load cell, Indizo robotic arm and balance.
** Travel covered for preventive maintenance (PM) and first on-demand service visits.
*** Quoted on an as needed basis and ordered on individual purchase orders.
Training Programs Also Available
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From a Proveris Sales Associate