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) based on Standard Business Hours during Standard Business Days. On-Site Support (OSS) is a service available to RGB Spectrum customers with On-Site technical services. OSS is offered to supplement the customer’s technical team by providing a Subject Matter Expert (SME) to configure the RGB Spectrum components. An RGB Spectrum Field Engineer will accompany the customer on the job-site or office to provide set-up; configuration; troubleshooting; and/or, Technical or User Training on the proper use of any/all RGB Spectrum components. The RGB Spectrum Field Engineer will act as an assistant to the customer’s Lead Technician.

OSS is the purchase of a block of time (defined as one session of up to 8 consecutive hours plus required break time) where an RGB Spectrum Engineer/Technician will be dedicated to this support session and will not field any other support calls during the scheduled OSS time. 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. If OSS time exceeds 8 hours; is performed outside of RGB Spectrum normal business hours or outside of normal business days, additional fees may apply. Additional fees may include, additional labor fees at Overtime and/or Holiday rates; any additional travel and/or housing related expenses.

Definition of OSS

  • OSS is the purchase of a block of time (defined as an 8 hours period with required break times within, during normal business hours1 on normal business days2) 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
    • Prorating or Discounting of OSS is not available
  • RGB Spectrum personnel must be accompanied by a Responsible Party 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 understands the RGB Spectrum products from a technical perspective and understands how to properly physically install the products within specifications.
    • It is the Integrator’s responsibility to properly design the products within system to achieve the desired functionality.
  • RGB Spectrum makes no commitments or guarantees that the components or systems will be completely functional at the conclusion of the allotted OSS time.
    • The overall project is expected to be managed by the Integrator’s Project Manager or Responsible Party.
    • It is the integrator’s sole responsibility to coordinate the installation and On-Site Support schedule 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 good 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 Equipment 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.

1 Normal business hours are 8am – 5pm
2 Normal business days are typically Monday – Friday excluding Holidays (a list of RGB Spectrum holidays are available on request)

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), the standard OSS will assess additional charges at the rate of $100.00 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 $200.00 per hour over the Flat Rate OSS fee.

Over-Time/Double-Time

  • Standard Overtime Rates are $300.00 per hour
  • Standard Double-time Rates are $400.00 per hour
  • Any DTPS-3 sessions that exceeds 8 hours in one day, will be charged at over-time rates in 1 hour minimum increments.
  • Any DTPS-3 that exceeds 12 hours in one day, will be charged at double-time rates in 1 hour minimum increments.

Cancellations

  • Cancellations are required to be in writing.
  • Cancellations with less than 2 weeks of the scheduled event, the customer will be responsible for any/all applicable travel cancellation/rescheduling fees.
  • Cancellations within 1 week of the scheduled event, the customer will also be responsible there may be a cancellation fee up to 50% of the OSS line item(s).
  • Cancellations with more than 2 weeks advanced written notice will not assess any additional 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 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, the customer will be responsible for any/all applicable travel cancellation/rescheduling fees.
  • If rescheduling is within 1 week of the scheduled event, the customer will be responsible for any/all applicable travel cancellation/rescheduling fees; plus, there may be a cancellation fee up to 50% of the OSS line item(s).

Travel Time

  • Most Travel Time is built-in to the OSS line item and based on Standard Hours OSS. Some destinations may require additional time.
  • 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.
  • If Travel time exceeds 8 hours in or out, additional travel time may be required. The additional travel time will be charge at a rate of $100.00 per hour during normal business days and hours; the rate will be $175.00 per hour during Non-Standard hours on normal business days; and, the rate will be $200.00 per hour during weekend days or holidays.

Travel Expenses

  • Most Travel Expenses are built-in to the OSS line item. Some destinations may require additional expense allocations. Standard Travel Expenses built-in to OSS line items include Air-fare in/out of major airport hubs around the world and major continents. Additional Travel expenses will be required if the final destination is more than 150 miles from a major airport; requires other modes of transportation such as, boat, taxi, rickshaw, guided escort, etc.; is located somewhere other than a major continent (ie. Atoll, etc.)

Dedicated Time Phone Support (DTPS)

Description of DTPS

DTPS-3 is Dedicated Time Phone Support. This service provides Dedicated Technical Assistance to customers for the proper configuration and/or basic operations training on RGB Spectrum components and systems. An RGB Spectrum Applications Engineer, Field Engineer or Technical Support Technician will provide set-up; configuration; troubleshooting; and/or, provide Technical or End-User Operation Training on any/all RGB Spectrum components. The RGB Spectrum Engineer/Technician will act as an assistant to the integrator’s Lead Technician. DTPS-3 is offered to supplement the integrator’s technical team by remotely providing a Subject Matter Expert (SME) on proper set-up, configure and/or operation of RGB Spectrum components.

DTPS-3 is the purchase of a block of time (defined as one session of 3 consecutive hours) during RGB Spectrum normal business hours on normal business days where an RGB Spectrum Engineer/Technician will be dedicated to only this session; and, will not field any other support calls during the scheduled DTPS-3 time. DTPS-3 is not a substitute or replacement to the in-house repair process nor is it to be considered as a Repair Service.

Definition of DTPS-3

  • DTPS-3 is the purchase of a block of time (defined as one session of 3 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-3 increment is one period of 3 consecutive hours
    • Any increment of DTPS-3 of 3 hours or less will be billed as 1 Full DTPS-3 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-3 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-3.

Extending or requesting addition blocks of DTPS-3 time is always an option with the understanding that the DTPS-3 must be scheduled on available time. RGB Spectrum will make every effort to accommodate all requests for DTPS-3 during the requested time period.

DTPS-3 Terms

Minimum

  • Minimum DTPS-3 increment is one period of 3 consecutive hours during Standard Business Hours.
    • Any increment of DTPS-3 of 3 hours or less will be billed as 1 Full DTPS-3 period

Standard Hours

  • Standard Business Hours: Monday – Friday 8am – 5pm excluding Weekends and Bank Holidays
  • DTPS-3 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-3.

Non-Standard Hours

  • Non-Standard Business Hours: Monday – Friday before 8am and/or after 5pm; Weekends and Bank Holidays
  • If DTPS-3 is required during Non-Standard hours on Weekdays (excluding Bank Holidays), DTPS-3 will assess additional charges at the rate of $93.75 per hour over the Flat Rate DTPS-3 fee.
  • If DTPS-3 is required during Non-Standard hours on Weekends or Bank Holidays, DTPS-3 will assess additional charges at the rate of $187.50 per hour over the Flat Rate DTPS-3 fee.

Over-Time/Double-Time

  • Standard Overtime Rates are $281.25 per hour
  • Standard Double-time Rates are $375.00 per hour
  • Any DTPS-3 that exceeds 8 hours in one day, over-time rates will apply in minimum increments of 1 hour.
  • Any DTPS-3 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-3 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.