Support Policy
This Support Policy, including any attachments or other documentation referenced herein (the „Policy”) is part of- and subject to a contract between Commsignia and Customer for the supply of a Product (the „Agreement”) eligible for support services. The Policy may be regularly updated by Commsignia. References to websites hereunder include references to successor websites.
IN THE EVENT OF ANY CONFLICT BETWEEN THIS POLICY AND AN AGREEMENT BETWEEN CUSTOMER AND COMMSIGNIA, THE AGREEMENT SHALL PREVAIL.
Services covered by this Policy are “Technical Support Services” (inlcuding “Troubleshooting”, “Software Maintenance” and “Hardware Warranty”) and “Professional Services”.
1. Definitions
Capitalized terms have the meaning prescribed in the Agreement, unless defined hereunder:
„Business Day” means for the purpose of this Policy a daily period on weekdays defined for each Support Package, excluding public holidays in Hungary or in case of US Customers, public holidays in the United States of America.
„Contact Person” means designated personnel of the Customer entitled to report new Problems, request services, read and comment on existing Problem tickets and service requests reported on behalf of the Customer.
„Defect” means a non-conformity with agreed Product specification or Product documentation issued by Commsignia.
“Problem” means a deviation from a defined target situation with an unknown cause.
„Product” means a hardware product or software license sold by Commsignia based on the Agreement.
„Response Time” means the time interval in Business Days within which the Support Team responds to a new request or a new comment from the Customer via the Support Portal.
„Return Material Authorization (RMA)” means a type of Technical Support request, to be raised via the Support Portal, in case a hardware-related Defect is confirmed by the Support Team.
„Service Request” means a request for service not meeting the criteria for a Defect, including a request for information or advice or Professional Services.
„Severity” means the perceived Severity of a Problem, set by the Customer when reporting a Problem.
Critical Severity is to be used when the Defect affects critical functionality or critical data, or causing substantial loss off service, and workaround is not available.
Examples:
– The whole system doesn’t start
– The whole system collapses frequently
– Permanent system crash or significant outage (over 60 minutes)
Medium Severity is to be used in any other case of any other Defect .
„Support Package” means a support package defined herein.
„Support Portal” means the primary communication channel for Technical Support and Professional Services and accessible via https://support.commsignia.com
„Support Team” Commsignia solution architects or other competent personnel working on Problems or Service Requests by Customer.
„Workaround” means a set of actions to temporarily restore as much functionality of the Product as possible in case of a Defect. May include one or more of the following: (i) alteration of configuration to change operational parameters, disable/enable functions etc., (ii) update or downgrade of firmware or other software components to a different version, (iii) setting up scripts to actively monitor device status and perform actions when triggered.
2. Technical Support Packages
2.1. Comparison
Technical Support is provided to ensure that any Commsignia Defects are handled in a timely manner. The Customer must register one or more Contact Person(s) via the Support Portal who are authorized to report Problems and provide further necessary information for the Support Team.
| Standard Package | Premium Package | |
| Troubleshooting Software maintenance Hardware warranty | + + + | + + + |
| Access to software solution architect Dedicated Customer Success Manager Proactive notifications Onboarding assistance | x x x x | + + + + |
| Coverage US customers Rest of the World | Mon-Fri 9 am – 5 pm US EST Mon-Fri, 9 am – 5 pm CET | Mon-Fri 8 am – 6 pm US EST Mon-Fi, 8 am – 6 pm CET |
| Response Time Medium Severity Critical Severity | 3 Business Day Next Business Day | Next Business Day 8 Business Hours |
2.2. Purchasing Support
Commsignia provides a 1 (one) year initial Standard Package within the purchase price for new hardware Product purchases in case it is explicitly included in the Agreement. Customer has the option to upgrade to Premium Package for an additional fee in case a valid Standard Package is in force.
Customer has the option to purchase additional years of Standard or Premium Package based on mutual agreement (i) at the initial purchase of the Product, (ii) during the term of an active Technical Support Package or (iii) after the expiry of a Technical Support Package, if the request for extension is received by Commsignia not later than 15 calendar days after the expiry date. Extension requests are handled according to the workflow described in section 4.3.
2.3. Technical Support Service types
Troubleshooting :
The Customer reports a Problem via the Support Portal and the Support Team responds according to the Severity and applicable Support Package.
Software maintenance:
The Customer has access to the latest public software releases via the Support Portal.
Hardware warranty:
Hardware induced Defects are fixed by repair or replacement of the faulty parts or the whole hardware device. Commsignia reserves the right to provide a newer model as a replacement hardware in case the faulty device is out of production.
Such Hardware warranty is provided as set out in this Policy. Hardware Products (excluding any software), in case of which the Standard Package is included in the Agreement, are warranted to be free from Defects in materials or workmanship for one year from the Warranty Start Date. “Warranty Start Date” as used in this Policy means the delivery date of the Product.
Access to software solution architect:
The Customer’s personnel can directly engage with Software Solution Architects to discuss product related matters.
Dedicated Customer Success Manager:
Monthly status meetings are hosted by a Customer Success Manager to review open and recent Technical Support and Professional Services cases of the Customer.
Proactive notifications:
The Customer is directly notified in case a known Defect could potentially affect the Customer.
Onboarding assistance:
An initial introduction session is organized for the Customer’s technical personnel.
2.4. Scope of Technical Support
Troubleshooting can proceed if the latest public release or the preceeding public release of the software is used. In other cases, the Customer is asked to upgrade to either of those versions.
Commsignia undertakes to fix software defects effecting the latest public release of the software.
During troubleshooting, the Customer might be asked to upgrade to latest public release of the software to reproduce the problem symptoms. If those symptoms do not occur on the latest public release version of the software, the defect is considered fixed, and the Problem ticket is closed.
Security vulnerabilities are fixed in the next public release of the software and not back ported automatically to preceeding versions.
2.5. Workflow for Technical Support Problems
- The Customer reports a Problem via the Support portal and provides all relevant and available information, including the Severity and serial nr of the device(s) experiencing the problem.
- The Support Team responds within the Response Time specified by the applicable Support Package and the approved Severity level.
- In case of a Critical Severity Problem, the primary aim is to provide a Workaround to reduce the impact on operation. Once a Workaround is provided, the Severity is reduced to Medium.
- The Support Team may request further data and perform analysis to decide whether the root cause is a Defect or not. Severity can be lowered in case the necessary data is not provided within Response Time determined by the Severity and the Support Package. In case the requested data is not provided within a week, the Problem ticket may be closed.
- In case the Support Team determines that the root cause of the reported Problem is not a Defect, the Problem ticket is closed.
- In case of a software-related Defect, the Support Team files a bug report and provides the reference number and expected timeline of the fix to the Customer. The Problem ticket is closed and the Customer is notified when the release containing the fix is published.
- In case of a probable hardware-related Defect, the Support Team may instruct the Customer to open an RMA ticket via the Support Portal, providing shipping and contact information. The Problem ticket is kept open until the RMA process is concluded (see 2.5 iii.).
2.6. RMA process
- Once the RMA ticket is filled in with device serials and shipping and contact details, the Support Team organizes the shipment of the device to Commsignia premises.
- The Support Team examines the device for Defects.
- If the result of the examination is that Commsignia is responsible for the Defect, Commsignia will, at its sole option, repair or replace (with a new or refurbished replacement Product) any components that fail in normal use or refund the purchase price of the Product. Such repairs or replacement will be made at no charge to the Customer for parts or labor, provided that the Customer shall be responsible for the incurred transportation cost.
Repairs have a 90-day warranty. If the Product sent in is still under its original warranty, then the new warranty is 90 days or to the end of the original one-year warranty, depending upon which is longer. - If the result of the examination is that the defect is not covered by warranty, the Customer is provided with a quotation for the repair and the shipping costs separately.
- In case the Customer decides to order the repair work, the device is repaired and sent back to the Customer. The Customer is invoiced for the repair and the shipping costs.
- In case the repair is not ordered, the device is sent back and the Customer is invoiced for the shipping costs.
- In case the Customer decides to order the repair work, the device is repaired and sent back to the Customer. The Customer is invoiced for the repair and the shipping costs.
- If the result of the examination is that Commsignia is responsible for the Defect, Commsignia will, at its sole option, repair or replace (with a new or refurbished replacement Product) any components that fail in normal use or refund the purchase price of the Product. Such repairs or replacement will be made at no charge to the Customer for parts or labor, provided that the Customer shall be responsible for the incurred transportation cost.
- Both the connected Problem Ticket and the RMA ticket are closed.
3. Exclusions
3.1. Commsignia may reject the provision of Services in respect of:
- Products sold or otherwise supplied for experimental-, pilot-, evaluation-, testing purposes by Commsignia;
- defects or errors resulting from any modifications of the supported Product made by any person other than Commsignia (including the Customer);
- any release of the supported Product not supported according to the Agreement, this Policy or any other agreement of Commsignia and Customer;
- use of the supported Product other than in accordance with the specification and/or documentation (e.g. user manual, installation manual), description, manual, version letter or notes provided by Commsignia;
- any defect or error in the equipment, platform, or in any software programs used in conjunction with the supported Product and not supplied by Commsignia;
- any installation, maintenance, operation or servicing that is not conformant with documentation;
- cosmetic damage, such as scratches, nicks and dents;
- consumable parts, such as batteries, unless product damage has occurred due to a Defect in materials or workmanship of the Product;
- damage caused by accident, abuse, misuse, water, flood, fire, or other acts of nature or external causes;
- damage caused by service performed by anyone who is not an authorized service person of Commsignia or damage caused by actions or omissions not in line with documentation;
- in addition, Commsignia reserves the right to refuse warranty claims against products or services that are obtained and/or used in contravention of the laws of any country.
4. Professional Support Service
4.1. Scope of Professional Support
Professional Services are provided to aid the Customer with non-Defect-related technical issues for a fee agreed on a case-by-case basis.
4.2. Commsignia provides the following types of Professional Services:
Delivery
Performing work based on well-known use cases when new functionality is not implemented, such as security enrollment or intersection set up etc.
Integration
Implementing new functionality by custom configuration and scripting, but without altering the software on the Product.
Consultation and/or Remote Work
Remote consultation or performing pre-agreed tasks in the Customer’s environment.
Training Course
Online training on various V2X and Commsignia Product related topics.
Workshop
Hands-on practical exercise based on customer-provided scenarios.
On-site Work
Previously agreed tasks to be performed on-site by Comsignia Software Solution Architect.
Ad-hoc (emergency) Work
Provided on a best-effort basis for outstanding cases.
4.3. Workflow for Professional Services requests
- The Customer may request fulfillment of an existing Professional Services agreement by placing a request via the Support Portal.
- The Support Team contacts the Customer, gathers further information if needed and delivers the services in scope of the Professional Services agreement.
- If there is no Professional Services agreement in force, but the Customer would like to receive such services, the Customer shall directly contact the Commsignia sales representative to request a quotation for Professional Services.
4.4. Communication channels.
The primary communication channel is the Support Portal, this shall be used unless otherwise agreed between the Customer and Commsignia.
4.5. Pricing.
Professional Services are offered and charged based on time (engineer hours) and material (other incurring costs, such as travel and accommodation, etc.) required
5. LIMITATION OF LIABILITY
Commsignia’s total aggregate liability (including any statutory or contractual indemnification obligations under applicable law) for the Services under this Policy is limited to the amount of fees paid by Customer for the affected Service.
Furthermore in no case shall Commsignia be liable for (i) claims relating to the use of third party products or customer products in combination with Commsignia products, services or software or (ii) for claims regarding specifications or instructions given by Customer, or (iii) for any loss of profit, business or goodwill, loss of or corruption of confidential or other information or data, for business interruption, for loss of use of equipment, for loss of privacy or any other indirect, special, consequential, incidental or punitive cost, damages or expense, regardless of the form of action, whether in contract, tort (including negligence), strict liability or otherwise, even if Commsignia has been advised of the possibility of such damage, and whether or not any remedy provided should fail of its essential purpose.
In addition, Commsignia shall not be liable for Customer’s or any third party’s software, firmware, information, or memory data contained in, sorted on, or integrated with any product returned to Commsignia, whether under warranty or not.
Third party suppliers (e.g. the chipset or chipset embedded software supplier) or agents of Commsignia shall have no monetary liability to the Customer for any cause (regardless of the form of action) under or relating to this agreement.
