SOE_AV TECH SUPPORT
Mfg # 2559379
CDW # 3287376
Know your gear
SCOPE OF ENGAGEMENT
This SCOPE OF ENGAGEMENT (“SOE”), together with the Agreement between the CDW entity selling the Services described herein (“Seller”) and the customer ordering such Services (“Customer”) shall be deemed to be a contract upon Seller’s acceptance of Customer’s order.
SELLER RESPONSIBILITIES
Includes the following tasks:
•Troubleshooting board/projectors and other related accessories
•Replacing lamps for LCD and DLP Projectors
•Troubleshooting and updating firmware as needed, using Provider equipment and without access to Customer network
•Providing post install support and technical training for basic hardware maintenance
CUSTOMER RESPONSIBILITIES
Includes the following tasks:
•Purchasing an extended warranty from manufacturer once initial warranty expires or purchasing/shipping all spare parts required for service
•Providing punch list of issues prior to Tech dispatch and signoff for completed work
•Purchasing spare parts for advance replacement
•Providing access to Customer network and/or facilities only as needed to perform Services
ASSUMPTIONS
•Tickets submitted and tracked online
•All hardware needed for service calls will be provided to technician upon arrival
•Labor only, no hardware included
•Contingent upon material availability
ENGAGEMENT PLANNING and MANAGEMENT
Includes the following tasks:
•Initiating all support requests by end user and service will be available during regular business hours (8AM- 5PM weekdays); schedule will mirror academic calendar
•Providing same day response time via telephone/email
•Hours must be purchased in blocks of 8 hours
•Minimum of 4 hours will be billed per engagement
•All onsite work shall be scheduled within 72 hours of notification
•Hours purchased are valid for 1 year
•Valid only for FL, MD, AL, GA and TN
OUT OF SCOPE
•Electrical/high voltage work
•Storage of equipment
•Cost of shipping defective equipment
•Performing any Services not specified herein
SERVICES FEES
The fees due under this SOE include fees for Services and related expenses, as specified in the applicable order
CUSTOMER LOCATIONS
Seller will provide Services at mutually agreed U.S. location
PROJECT-SPECIFIC TERMS
1.Customer is responsible for providing all physical and network access, properly functioning hardware and software, and qualified personnel necessary for Seller’s performance of the Services
2.Customer will provide in advance all applicable Customer safety and security rules/procedures
3.Customer is responsible for all data, including back-up
4.Customer will provide reasonable cooperation with, and support of, Seller’s scheduling and performance
5.Customer will sign Seller’s project sign-off form upon completion of the Services
6.All Services will be performed at a single site, during Customer’s normal business hours
7.Any changes to this SOE shall require a Change Order executed by both parties
CONTACT PERSON
Each party will appoint a person to provide approvals/decisions (“Contact Person”)
TERMS AND CONDITIONS
This SOE shall be governed by Seller’s “Terms and Conditions of Product Sales and Service Projects,” which are accessed via the Terms and Conditions link on Seller's website (the “Agreement”) and are incorporated herein
This SCOPE OF ENGAGEMENT (“SOE”), together with the Agreement between the CDW entity selling the Services described herein (“Seller”) and the customer ordering such Services (“Customer”) shall be deemed to be a contract upon Seller’s acceptance of Customer’s order.
SELLER RESPONSIBILITIES
Includes the following tasks:
•Troubleshooting board/projectors and other related accessories
•Replacing lamps for LCD and DLP Projectors
•Troubleshooting and updating firmware as needed, using Provider equipment and without access to Customer network
•Providing post install support and technical training for basic hardware maintenance
CUSTOMER RESPONSIBILITIES
Includes the following tasks:
•Purchasing an extended warranty from manufacturer once initial warranty expires or purchasing/shipping all spare parts required for service
•Providing punch list of issues prior to Tech dispatch and signoff for completed work
•Purchasing spare parts for advance replacement
•Providing access to Customer network and/or facilities only as needed to perform Services
ASSUMPTIONS
•Tickets submitted and tracked online
•All hardware needed for service calls will be provided to technician upon arrival
•Labor only, no hardware included
•Contingent upon material availability
ENGAGEMENT PLANNING and MANAGEMENT
Includes the following tasks:
•Initiating all support requests by end user and service will be available during regular business hours (8AM- 5PM weekdays); schedule will mirror academic calendar
•Providing same day response time via telephone/email
•Hours must be purchased in blocks of 8 hours
•Minimum of 4 hours will be billed per engagement
•All onsite work shall be scheduled within 72 hours of notification
•Hours purchased are valid for 1 year
•Valid only for FL, MD, AL, GA and TN
OUT OF SCOPE
•Electrical/high voltage work
•Storage of equipment
•Cost of shipping defective equipment
•Performing any Services not specified herein
SERVICES FEES
The fees due under this SOE include fees for Services and related expenses, as specified in the applicable order
CUSTOMER LOCATIONS
Seller will provide Services at mutually agreed U.S. location
PROJECT-SPECIFIC TERMS
1.Customer is responsible for providing all physical and network access, properly functioning hardware and software, and qualified personnel necessary for Seller’s performance of the Services
2.Customer will provide in advance all applicable Customer safety and security rules/procedures
3.Customer is responsible for all data, including back-up
4.Customer will provide reasonable cooperation with, and support of, Seller’s scheduling and performance
5.Customer will sign Seller’s project sign-off form upon completion of the Services
6.All Services will be performed at a single site, during Customer’s normal business hours
7.Any changes to this SOE shall require a Change Order executed by both parties
CONTACT PERSON
Each party will appoint a person to provide approvals/decisions (“Contact Person”)
TERMS AND CONDITIONS
This SOE shall be governed by Seller’s “Terms and Conditions of Product Sales and Service Projects,” which are accessed via the Terms and Conditions link on Seller's website (the “Agreement”) and are incorporated herein
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