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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