Support Terms and Conditions

On-Site Support (OSS)

Description of OSS:
On-Site Support (OSS) is associated to any of the 6 (six) Model Numbers within the RGB Spectrum Price Sheets (OSS-LOC; OSS-D1D; OSS-D2D; OSS-D1I/D; OSS-D1I/I; OSS-D2I) and based on Standard Hours.  On-Site Support (OSS) is a service to provide RGB Spectrum customers with On-Site technical assistance to configure RGB Spectrum components and systems.  An RGB Spectrum Applications Engineer or Technical Support Technician will accompany the system integrator on the customer’s job site or office to set-up and configure any/all RGB Spectrum components.  The RGB Spectrum Applications Engineer or Technical Support Technician will act as an assistant to the integrator’s Lead Technician.  OSS is not a substitute or replacement to the in-house repair process nor is it to be considered as an On-Site Repair Service.  OSS is offered to supplement the integrator’s technical team by providing a Subject Matter Expert (SME) to configure the RGB Spectrum components.

Definition of OSS:

  • OSS is the purchase of a block of time (typically defined as 8 hours periods during RGB Spectrum normal business hours on normal business days) where an RGB Spectrum Applications Engineer or Technical Support Technician will be on-site providing technical expertise for RGB Spectrum components.
  • Minimum OSS increment is 1 Day (8 hours)
    • Any increment of OSS of 8 hours or less will be billed as 1 Day
  • RGB Spectrum personnel must be accompanied by a Lead or Manager from the contracting Integrator.
    • OSS is offered to supplement the integrator’s technical team by providing a Subject Matter Expert (SME) on the RGB Spectrum components.
    • The integrator is expected to maintain personnel that understand the RGB Spectrum products from a technical perspective that understand how to physically install the products within specification and properly design the products within systems to achieve the desired functionality.
  • There are no commitments or guarantees that the components or systems will be completely functional at the conclusion of the allotted time.
  • The overall project is expected to be managed by the Integrator’s Project Manager.
  • It is the integrator’s sole responsibility to coordinate their installation to maximize the time of the RGB Spectrum Field Engineer.
  • The success of the project being completed within a specified timeline is a result of project management.
  • RGB Spectrum Field Engineers will not function as a Project Manager or except any responsibility for time management while on the job site.
  • Improper time management/project management could result in incomplete system configuration at the conclusion of the OSS.
  • All Mounting, Cabling, Termination and Signal Testing should be completed by the integrator prior to the arrival of the RGB Spectrum Field Engineer to best use the OSS time that was purchased.

Extending or requesting addition blocks of OSS time is always an option with the understanding that the OSS must be scheduled on available time.  RGB Spectrum will make every effort to accommodate all requests for OSS during the requested time period.

OSS Terms:
Minimum:

  • Minimum OSS increment is 1 Day (8 hours)
  • Any increment of OSS of 8 hours or less will be billed as 1 Day 

Standard Hours:

  • Standard Business Hours: Monday – Friday 8am – 5pm excluding Weekends and Bank Holidays 
  • 1 Day of Standard Hours OSS is any increment of time up to 8 hours within Standard Business Hours
  • OSS time before or after Standard Business Hours and/or time that exceeds 8 hours in a day (On-Site time + Travel time) will be considered Non-Standard or Over-Time/Double-Time, whichever is applicable, and will be billed in addition to the standard flat rate OSS.

Non-Standard Hours:

  • Non-Standard Business Hours: Monday – Friday before 8am and/or after 5pm; Weekends and Bank Holidays
  • If OSS is required during Non-Standard hours on Weekdays (excluding Bank Holidays), OSS will assess additional charges at the rate of $93.75 per hour over the Flat Rate OSS fee.
  • If OSS is required during Non-Standard hours on Weekends or Bank Holidays, OSS will assess additional charges at the rate of $187.50 per hour over the Flat Rate OSS fee.

Over-Time/Double-Time:

  • Standard Overtime Rates are $281.25 per hour
  • Standard Double-time Rates are $375.00 per hour
  • Any DTPS that exceeds 8 hours in one day, over-time rates will apply in minimum increments of 1 hour. 
  • Any DTPS that exceeds 12 hours in one day, double-time rates will apply in minimum increments of 1 hour.

Cancellations: 

  • 2 weeks advanced notice without penalty – within 2 weeks, penalty assessment of 50% of the contracted time or $3,000, whichever is greater may be charged; plus, all applicable travel expense cancellation/rescheduling fees.

Scheduling: 

  • Scheduling is on a first come first serve basis.  RGB Spectrum generally operates on a very tight schedule and we ask for a minimum of 30 days advance notice for On-Site work.  Confirmation of the request is based on availability.  RGB Spectrum will make every effort to accommodate all scheduling requests.

Rescheduling: 

  • There are no penalties or additional charges for rescheduling with written notice a minimum of 2 weeks prior to the scheduled event. 
  • If rescheduling is within 2 weeks of the scheduled event, a penalty assessment of 50% of the contracted time or $3,000, whichever is greater may be charged; plus, all applicable travel expense cancellation/rescheduling fees.

Travel Time: 

  • Travel Time is built-in to the OSS line item and based on Standard Hours OSS. 
  • If Travel time is required any time other than Standard Hours OSS, including before or after hours during a scheduled work day, Travel Time will be subject to additional charges as outlined in the Non-Standard Hours and/or Over-time sections within. 
  • If Travel is required on a “Bank Holiday”, Travel will be billed at a Flat Rate of 200% of the Standard Hours OSS.

 

Dedicated Time Phone Support (DTPS)

Description of DTPS:
Dedicated Time Phone Support (DTPS) rates are based on Standard Hours.  DTPS is a service to provide RGB Spectrum customers with Dedicated Technical Assistance to configure RGB Spectrum components and systems.  An RGB Spectrum Applications Engineer or Technical Support Technician will provide the system integrator phone support to set-up and configure any/all RGB Spectrum components.  The RGB Spectrum Applications Engineer or Technical Support Technician will act as an assistant to the integrator’s Lead Technician.  DTPS is offered to supplement the integrator’s technical team by remotely providing a Subject Matter Expert (SME) to configure the RGB Spectrum components.

Definition of DTPS:

  • OSS is the purchase of a block of time (typically defined as one period of 4 consecutive hours) during RGB Spectrum normal business hours on normal business days) where an RGB Spectrum Applications Engineer or Technical Support Technician technical expertise for RGB Spectrum components.
    • Minimum DTPS increment is one period of 4 consecutive hours​
      • Any increment of DTPS of 4 hours or less will be billed as 1 Full DTPS period
  • There are no commitments or guarantees that the components or systems will be completely functional at the conclusion of the allotted time.
    • The overall project is expected to be managed by the Integrator’s Project Manager.
      • It is the integrator’s sole responsibility to coordinate their DTPS to maximize the time of the RGB Spectrum Field Engineer.
      • RGB Spectrum Field Engineers will not function as a Project Manager or except any responsibility for time management while providing DTPS.

Extending or requesting addition blocks of DTPS time is always an option with the understanding that the DTPS must be scheduled on available time.  RGB Spectrum will make every effort to accommodate all requests for DTPS during the requested time period.

DTPS Terms:

Minimum:

  • Minimum DTPS increment is one period of 4 consecutive hours during Standard Business Hours.
    • Any increment of DTPS of 4 hours or less will be billed as 1 Full DTPS period 

Standard Hours:

  • Standard Business Hours: Monday – Friday 8am – 5pm excluding Weekends and Bank Holidays 
  • DTPS time before or after Standard Business Hours and/or time that exceeds 8 hours in a day will be considered Non-Standard or Over-Time/Double-Time, whichever is applicable, and will be billed in addition to the standard flat rate DTPS.

Non-Standard Hours:

  • Non-Standard Business Hours: Monday – Friday before 8am and/or after 5pm; Weekends and Bank Holidays
  • If DTPS is required during Non-Standard hours on Weekdays (excluding Bank Holidays), DTPS will assess additional charges at the rate of $93.75 per hour over the Flat Rate DTPS fee.
  • If DTPS is required during Non-Standard hours on Weekends or Bank Holidays, DTPS will assess additional charges at the rate of $187.50 per hour over the Flat Rate DTPS fee.

Over-Time/Double-Time:

  • Standard Overtime Rates are $281.25 per hour
  • Standard Double-time Rates are $375.00 per hour
  • Any DTPS that exceeds 8 hours in one day, over-time rates will apply in minimum increments of 1 hour. 
  • Any DTPS that exceeds 12 hours in one day, double-time rates will apply in minimum increments of 1 hour.

Scheduling: 

  • Scheduling is on a first come first serve basis.  RGB Spectrum generally operates on a very tight schedule and we ask for a minimum of 10 days advance notice for DTPS work.  Confirmation of the request is based on availability.  RGB Spectrum will make every effort to accommodate all scheduling requests.

Rescheduling: 

  • There are no penalties or additional charges for rescheduling with written notice.
  • Rescheduling is on a first come first serve basis.