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Wireless Standard Hardware and Software Support Agreement

1. OVERVIEW

This document provides an overview of the warranty and support services available for all ABB Wireless based network operations to its customers and partners. These services are designed to ensure service continuity of the ABB Wireless solutions. The HABB Wireless Maintenance Services are offered as annual or multi-year agreements.

2. STANDARD HARDWARE AND SOFTWARE WARRANTY

2.1 STANDARD HARDWARE WARRANTY

ABB Wireless warrants that, for the period specified in the table below, from the date of shipment (the "Warranty Period") of the hardware, tangible products, circuit boards, components and equipment provided by ABB Wireless (the "Hardware"), the Hardware sold hereunder will be free from material defects in materials and workmanship and will conform to ABB Wireless published specifications in effect as of the date of manufacture. ABB Wireless SPECIFICALLY DISCLAIMS ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING LOST PROFITS) WHICH MAY RESULT FROM THE USE OF PRODUCTS PURCHASED HEREUNDER. This limited warranty extends only to you as original purchaser unless otherwise agreed upon in writing by ABB Wireless.

 

Product Hardware Warranty Period
TropOS 1400, 2400 and 6400 Series
MicrOS 400 Series
TeleOS
ArcheOS
(5) years
All other products (1) year

 

The foregoing warranty shall not apply if the defective Hardware (i) has been subjected to abuse, misuse, neglect, negligence, accident, improper testing, improper installation, improper storage, improper handling or use contrary to any instructions issued by ABB Wireless, (ii) has been repaired or altered by persons other than ABB Wireless, (iii) has not been installed, operated, repaired and maintained in accordance with the Documentation (iv) has failed due an Act of God, including but not limited to fire, flood, tornado, earthquake, hurricane or lightning or (v) has been used with any third party software or hardware which has not been previously approved in writing by ABB Wireless.

In addition, the foregoing warranty shall not apply to Hardware (i) marked or identified as "sample", (ii) loaned or provided to you at no cost, or (iii) which are sold "as is".

If during the Warranty Period: (i) ABB Wireless is notified promptly in writing upon discovery of any defect in the Hardware, including a detailed description of such alleged defect, (ii) such Hardware is returned, transportation charges prepaid, to ABB Wireless' designated manufacturing facility in accordance with ABB Wireless' then-current return procedures, as set forth by ABB Wireless from time to time, and (iii) ABB Wireless' inspections and tests determine that the Hardware is indeed defective and the Hardware has not been subjected to any of the conditions set forth in Section 2 (a) above, then, as your sole remedy and ABB Wireless' sole obligation under the foregoing warranty, ABB Wireless will, at ABB Wireless' option, repair or replace without charge the defective Hardware. Any Hardware that has either been repaired or replaced under this warranty shall have warranty coverage for the longer of ninety (90) days or the remaining warranty period. Replacement parts used in the repair of Hardware may be new or equivalent to new.

2.2 STANDARD SOFTWARE WARRANTY

ABB Wireless warrants that the Software will substantially conform to its published specifications for a period of ninety (90) days from the date of shipment of the Hardware from ABB Wireless. Your sole remedy and ABB Wireless' sole obligation under the foregoing warranty shall be for ABB Wireless to use commercially reasonable efforts to correct any substantial nonconformity of the Software reported in writing by you during the warranty period. The foregoing warranty shall not apply to any defect in the Software that is caused by (i) the use or operation of the Software in an environment other than that intended or recommended by ABB Wireless, (ii) modifications to the Software not made or authorized by ABB Wireless, (iii) third party hardware or software, whether provided by ABB Wireless or any third party or (iv) your failure to implement all software patches, updates or releases provided in connection with this Agreement. In addition, the foregoing warranty shall not apply to any Software, which has been used with any third party hardware or software.

3. ABB WIRELESS MAINTENANCE SERVICES

The ABB Wireless Complete Care maintenance services are offered as annual or multi-year agreements and offer options for both hardware and software coverage.

3.1 ABB WIRELESS COMPLETE SOFTWARE CARE

ABB Wireless Complete Software Care provides customers with access to new software features and technical support experts throughout the lifecycle of their wireless communications network. This annual maintenance plan includes support for the SuprOS network management system and for the embedded operating software of the TropOS, MicrOS, TeleOS and ArcheOS wireless product lines.

The Complete Software Care plan enables customers to remotely access most current wireless operating and network management software, as it becomes available, including both updates and upgrades. In addition, maintenance plan subscribers have access to technical resources for assistance in supporting their ABB Wireless network.

Key features of the ABB Wireless Complete Software Care offering are: 

  • Secure web access to the ABB Wireless technical support web site 24 x 7
  • Download software updates and upgrades for SuprOS network management and for TropOS, MicrOS, TeleOS and ArcheOS embedded operating software. 
  • Download product documentation for SuprOS, TropOS, MicrOS, TeleOS and ArcheOS products. 
  • Telephone and email access to ABB Wireless Technical Assistance Center (TAC) engineers from 8:00 am to 5:00 pm Pacific Time, Monday through Friday except U.S. holidays.

The Complete Software Plan must be purchased at the same time that the covered ABB Wireless products are purchased and can be renewed, if there is no lapse in coverage.

3.2 ABB WIRELESS COMPLETE SOFTWARE CARE - PREMIUM

ABB Wireless Complete Software Care - Premium provides customers with all the features of ABB Wireless Complete offering and adds round-the-clock access to ABB Wirless TAC engineers. This annual maintenance plan includes support for the SuprOS network management system and for the embedded operating software of the TropOS, MicrOS, TeleOS and ArcheOS wireless product lines.

The Complete Software Care - Premium plan enables customers to remotely access most current wireless operating and network management software, as it becomes available, including both updates and upgrades. In addition, maintenance plan subscribers have access to technical resources for assistance in supporting their ABB Wireless network.

Key features of the ABB Wireless Complete Software Care - Premium offering are: 

  • Secure web access to the ABB Wireless technical support web site 24 x 7
  • Download software updates and upgrades for SuprOS network management and for TropOS, MicrOS, TeleOS and ArcheOS embedded operating software. 
  • Download product documentation for SuprOS, TropOS, MicrOS, TeleOS and ArcheOS products. 
  • Telephone and email access to ABB Wireless TAC engineers 24 x 7 x 365 days per year.

The Complete Software Plan - Premium must be purchased at the same time that the covered ABB Wireless products are purchased and can be renewed, if there is no lapse in coverage.

3.3 ABB WIRELESS COMPLETE SOFTWARE + HARDWARE CARE

ABB Wireless Complete Software + Hardware Care plan minimizes network downtime, accelerates problem resolution and simplifies field service for ABB Wireless customers. This annual maintenance plan includes all the features of the Complete Software Care offering (refer to 3.1 ABB Wireless Software Care), extends the initial hardware warranty period and is available for all ABB Wireless networking products - TropOS, MicrOS, TeleOS and ArcheOS.

Key features of the Complete Software + Hardware Care offering are: 

  • ABB Wireless Complete Software Care
  • Advance product replacement (next business day) for covered ABB Wireless products 
  • Extended hardware warranty for covered ABB Wireless products for the length of time Complete Hardware Care is in effect  

Complete Software + Hardware Care plan must be purchased at the same time that the covered ABB Wireless products are purchased.

3.4 ABB WIRELESS COMPLETE SOFTWARE + HARDWARE CARE - PREMIUM

ABB Wireless Complete Software + Hardware Care - Premium plan minimizes network downtime, accelerates problem resolution and simplifies field service for ABB Wireless customers. This annual maintenance plan includes all the features of the Complete Software + Hardware Care offering (refer to 3.3 ABB Wireless Software + Hardware Care) and adds round-the-clock access to ABB Wireless TAC engineers, and adds round-the-clock access to ABB Wirless TAC engineers. This annual maintenance plan includes support for the SuprOS network management system and for the embedded operating software of the TropOS, MicrOS, TeleOS and ArcheOS wireless product lines.

Key features of the Complete Software + Hardware Care - Premium offering are: 

  • ABB Wireless Complete Software Care
  • Advance product replacement (next business day) for covered ABB Wireless products 
  • Extended hardware warranty for covered ABB Wireless products for the length of time Complete Hardware Care - Premium is in effect  
  • Telephone and email access to ABB Wireless TAC engineers 24 x 7 x 365 days per year.

Complete Software + Hardware Care - Premium plan must be purchased at the same time that the covered ABB Wireless products are purchased. 

4. ELIGIBILITY AND TERMS OF USE

ABB Wireless Complete Software Care, ABB Wireless Complete Software Care - Premium, ABB Wireless Complete Software + Hardware Care, and ABB Wireless Complete Software + Hardware Care - Premium services are based on the assumption of continuous coverage for the entire installed base of routers. In order to receive continuous service it is important that there are no lapses in coverage and that there is no mix of supported and unsupported routers. The terms and conditions applicable to support services is listed below:

a) All end users with active support programs shall typically receive one unique customer login to the ABB Wireless customer support website. This login may be shared within the company but in no cases will end users receive more than two unique logins.

b) Login access is controlled via expiration dates available only to ABB Wireless product administrators. The expiration date in the system will be set to the EARLIEST date that any router in the customer's network falls out of a support contract.

c) ABB Wireless Complete Care contracts shall have no lapse in coverage. Thus, if there is a lapse in coverage, all renewals will revert back to the last date that the products were supported. A 15% reinstatement fee will be assessed on all accounts who have a lapse in coverage for a period of ninety (90) days or more.

d) All ABB Wireless Complete Care contracts will commence on the first day of the month following shipment of the product.

e) Router specific upgrades and updates. If a customer's entire network is not on support ABB Wireless will still provide router specific upgrades and updates. In order to receive this the customer must provide specific serial numbers to be upgraded, which will be validated prior to a temporary access being granted. In addition, the customer must sign a form certifying that they will only upgrade the serials numbers under active support and grant the rights and access to ABB Wireless to audit the upgrade.

5. SOFTWARE UPGRADES AND UPDATES

Software updates and upgrades are provided under the ABB Wireless Complete Care plan as defined above, when they become Generally Available (GA). Note that software update refers to a release, which includes modifications, patches, fixes, alterations, improvements, and corrections to the software. Software Upgrade refers to a software release, which includes new feature content and enhancements that materially improve functionality or performance of the software.

6. 24 x 7 ACCESS TO CUSTOMER SUPPORT WEBSITE

Eligible customers will receive access to ABB Wireless customer support website 24 x 7; which includes: Software updates (maintenance and minor feature enhancements), and upgrades, for all ABB Wireless software products including TropOS MicrOS, ArcheOS, TeleOS and SuprOS; product documentation; and FAQs.

7. TROUBLESHOOTING SUPPORT PER SLA

Troubleshooting support per a defined Service Level Agreement (SLA). The problem severity definitions and response requirements are listed below.

 

Severity Level Severity Description
Severity 1 (S1) Problem causes a complete loss of service in the production environment; no known workaround exists; work cannot reasonably continue and work is halted. ABB Wireless and client will commit all necessary resources
around the clock to resolve the situation.
Severity 2 (S2) Operation of an existing network is severely degraded, or significant aspects of client business operations are negatively affected by inadequate performance of ABB Wireless products. ABB Wireless and client will commit all necessary resources during normal business hours to resolve the situation.
Severity 3 (S3) Operational performance of the network is impaired while most business operations remain functional. ABB Wireless and client will commit the required resources during normal business hours to resolve the situation.
Feature Request Enhancement request for a new functionality or requests for additional existing products or services.

 

Severity Level VENDOR
Response
Requirements
1 Within 1 hr.
2 Within 2 hr M-F 8-5, otherwise next business day.
3 Within 3 business days.
Feature Request Review and provide Engineering Response within 30 days.

8. REMOTE DIAGNOSTICS

Remote diagnostics enables ABB Wireless Customer Support to remotely diagnosis device and network problems in an expedited manner. This requires installation of SuprOS and remote access for ABB Wireless Customer Support.

9. OUT OF WARRANTY

Out-of-warranty repair service is a per-use service that provides repair or replacement of defective products that are not covered under sections 3.3 or 3.4. Out-of-warranty repair provides a 90 day standard hardware warranty for the repaired or replaced product. The repair or replacement will typically be completed within 60 days from the time both a P.O. is received and the unit is received by ABB Wireless RMA coordinator.

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