Terms of service
Service and Maintenance Policy
On being associated with M/S NANNIR WATER SOURCE LLP, there may arise circumstances where swift technical assistance and resolution may be needed. The LLP offers full time assistance and maintenance for such challenges.
Unless otherwise stated, this Service and Maintenance Policy for Users applies only to the service and maintenance support for the Supported Product as defined herein below:
1.1. Definitions
a) “Defects” means defects or such other material differences between the operation of the Product and the description of the operation of the Product as provided in the technical documentation issued with the Product.
b) “End User” means the party who has obtained one or more Product(s) or a subscription for the Product(s) directly from thee LLP and its website and has been using only the product for industrial or domestic use.
c) “Support Period” means the applicable period of one year on the use of the product for industrial and domestic purposes, including limitations in the scope of technical support.
k) “Supported Product(s)” mean the Product which was purchased by the user from the LLP and is covered by a Support Period.
1.2. Maintenance and Support Policy Updates or Discontinuance of Support Product
This Service and Maintenance Policy for Users is subject to change at the LLP’s discretion.
Updated policy documents will be published from time to time on the website. In the event of revision or updation of this Policy in a manner that would result in a significant reduction in the level of the maintenance and support services provided for the Product during a Support Period, then such changes will not apply during any then current Support Periods. Such changes will take effect at the start of the Support Period immediately following the release of the updated Support Policy (“Next Support Period”).
If the User who is using the Product has prepaid one or more annual maintenance and support periods beyond the Current Annual Maintenance Period and he does not agree with the changes that have been made to the Policy or the LLP has discontinued maintenance and support for the Supported Product(s), the User may terminate such prepaid annual maintenance and support periods, and obtain a prorated refund of the annual maintenance and support fees paid for the unused portion of such prepaid annual maintenance and support periods beyond the Current Annual Maintenance Period, by providing a notice of such termination within thirty (30) days of the commencement of the Next Annual Maintenance Period. In the event the User has terminated maintenance and support in accordance with this paragraph, the User will lose all benefits of maintenance and support for the Product.
2. Methods of Obtaining Technical Support
The User will receive the following support services regarding the Supported Product during a Support Period:
2.1. Online Support
The website will be the User’s place to receive the latest information on the Product and submit support requests. The website shall provide the Users with a quick view of open support cases. To access such support End Users will need to put in requests through their registered accounts. Please refer to the user instructions that come with the Supported Product for more information.
Self-service resources and Online support may be found on the website itself
Please refer to the official websites for information on technical tips, FAQs, whitepapers and notes for the latest updates to the Supported Products. Use of these materials is subject to the website’s terms of use.
2.2. Telephone Support
Telephone support is available within each geographical region during the Service and Maintenance Hours i.e. 10 am to 5 pm. If the User requires Telephone support outside these hours, the same phone numbers may be used; however, the call will be re-directed, to the then open support centre or to an afterhours support representative on call within the region. Telephone support is available in English and Tamil on a 24x7 basis, depending on the support the User needs.
Telephone contact information may be found on the website.
3. Types of Support Offering
The LLP shall offer to its Users the following support and maintenance facilities in the support period
3.1 Customer Care Support
4. When Should a Support Case be Escalated?
All Users can initiate an escalation in case of:
• Low satisfaction with the level or timeliness of our support service
• The impact to the User´s production environment is increasing
• There is high risk of interrupting business operations
4.1. What Happens When a Support Case is being escalated?
When a support case is escalated the Customer can contact through email and the LLP will respond promptly and arrange calls and status updates as appropriate. If the escalated case is due to a Defect of the Supported Product, the LLP will exchange the product with a better or the same working product.
4.2. How Does the End User Escalate a Support Case?
Before escalating a support case, the User is kindly asked to review and verify the following information about the case:
• Is the problem statement correct?
• Does the support request accurately describe the business impact?
• Once these steps have been taken, the User may escalate a case by contacting the assigned Technical Support Engineer and requesting the escalation of the case. In case of dissatisfaction with the outcome of the escalation request, the User may contact through email.They will review the escalation details and contact the User to discuss an action plan to ensure the respective support case receives the level of priority and attention required. The User may advise on the situation including what actions are required from the appropriate Solution team, production dates or deadlines that may be adversely affected and any other anticipated business impact, if the case is not promptly resolved.
5. What Is and Is Not Covered
5.1. What Is Covered
The LLP provides assistance on issues of an operational nature encountered during the use of the Supported Products by the User. Besides the services of the Support team, the User is entitled to access and use the Supported Product as it exists on that day during a Support Period.
The following shall also be covered:
• In case of a manufacturing defect in the product
• Non-satisfaction with the product after one year of usage.
• Logistic support
• Only under applicable maintenance and usage
5.2. What Is Not Covered
The LLP does not provide support for:
• Training or consulting services
• Any customizations, extensions or other modifications made to the Supported Products
• The End User’s failure to follow operating instructions
• Use of the Supported Product(s) in a way that is not in accordance with technical documentation issued with the Supported Product
More information on the scope of support for the User is available on the website
6. Term and Termination; Fees
6.1. Term for Support
The Service and Maintenance Period means a period of twelve (12) months for an initial order, commencing upon the date of shipment of the Supported Product(s) and for a renewal order, upon the day following the expiration date for the prior support period.
The LLP is not obliged to provide maintenance and support beyond the end of the applicable Maintenance and Support Period.
Additional fees may apply for Maintenance and Support if the User renews prior or post termination of the said Support Period.
6.2. General termination terms
Notwithstanding the above, the Service and Maintenance Support may be terminated if the User returns the product or asks for a refund after using it for a period of 1 year for industrial purposes and 1 month for domestic purposes. The Service and Maintenance Support shall automatically terminate 12 months after the product has been shipped to the user. if the same is not renewed.
7. Limitation of Liability
This Maintenance and Support Policy for the User defines a service arrangement and is not a warranty. The Supported Product and materials and services related thereto provided to the User are subject exclusively to the warranties (if any) and limitations on liability set forth in the Terms of Service, Privacy Policy and Refund and Cancellation Policy.
8. Privacy
LLP provides the Support Services in accordance with LLP’s privacy policy. For more information about Progress’ privacy policy, please visit the website.
9. Miscellaneous
Any maintenance and support services described in this Service and Maintenance and Policy for the User may be performed by and/or assigned to an affiliated company or third party which the LLP allocates from time to time to provide such maintenance and support services to the Users.