Onsite Service Policies

1. SCOPE OF SERVICES. SS will provide the following services (collectively, the "SERVICES"):
   1. Subject to the terms of this Agreement and as further defined herein, On-site services are available throughout the United States and Puerto Rico on a “Next Business Day” basis (some very remote areas may require a longer response time and additional fees.) Some services may be available on a “4-Hour Response” basis depending upon location.
   2. Upon the successful purchase of a service or services through the SS Internet portal a service technician will be dispatched to the location to provide the requested services according your service level as follows:
      1. SS dispatchers and call processing personnel are available Monday through Friday, 8:00 AM to 6:00 PM Eastern Time, excluding regularly observed holidays. Service requests placed outside these hours will be received and dispatched on the next business day. For the purposes of response time measurements, service requests will be considered as “received” during the first operational period following the time the request is submitted.
      2. If you purchased the standard service level Next Day Service within 35 miles of major city limits, a service technician will be dispatched to arrive at your location the next day following dispatch to provide On-site service at the requested service time or within the requested service window. Service requests received after 3:00 PM Eastern Time may not be dispatched until the next business day. Once dispatched, service will be scheduled, as requested in the service order, 24x7x365. Calls outside service area will be delivered at an 80% service level and may incur travel fees.
      3. If you purchased the 4-Hour Response uplift service, a service technician will be dispatched to arrive at your location generally within four (4) business hours following dispatch to provide On-site service, at the requested service time or within the requested service window. Service requests received after 3:00 PM Eastern Time may not be dispatched until the next business day. Service requests received on a business day prior to 3:00 PM Eastern may be scheduled to arrive within four (4) business hours of dispatch. Once dispatched, service will be scheduled, as requested in the service order, 24x7x365. If service cannot be provided within four (4) business hours, CLIENT will not be charged for the uplift charges. Ssom Systems, Inc will make best effort if site is 35 miles outside major city limits and four (4) business hrs responses will be defined as rapid response to meet CLIENT expectation. If CLIENT expectation is not met uplift will not be charged.
   3. All services offered on Ssom Systems, Inc.’s website are included in this agreement as defined on the website. Should parts or shipping charges apply to a particular service, these changes will be in addition to the service fees as shown for each service.
2. STANDARD FEES:
   1. CLIENT will be billed on a per event basis for services performed, subject to credit approval.
   2. CLIENT will be charged in accordance with the rate reflected for each service requested (some very remote areas may require additional travel fees in order to provide services at those locations.) A service event is defined as a single visit to a customer location to provide a standard service, as may be further defined herein. Shipping, parts, tolls, parking and expedite fees may apply and are incremental to any published labor fee.
   3. IMPORTANT NOTICE: Once accepted any service requests that are cancelled within one business day or less than 24 hours of the scheduled appointment time, will be charged a cancellation of $50.00 as further stated in the User Agreement Section II Paragraph B.3.
3. GENERAL.
   1. During scheduled onsite visits, SS will accommodate Customers delays when possible. However, in the event Client facilities, equipment and/or critical resources are unavailable when prescheduled SS staff are onsite, Client will be charged for loss of time at the then prevailing labor rate for each SS staff member directly impacted by such delay.
   2. Incremental labor and parts will be invoiced to CLIENT as outlined in Section 2. STANDARD FEES, above.
   3. Client agrees that it will not solicit for employment, hire or contract any of SS existing or former technical or professional personnel or agents during the term of this agreement and for a period of one year from its end of termination, regardless of the reason for termination.
   4. Client hereby agrees to and attests that any signature by facsimile is deemed to be an original.
4. CONFIDENTIALITY. CLIENT recognizes that SS has and will have the following information: products, costs, discounts, future plans, business affairs, process information, trade secrets, customer lists, product design information, copyrights and other proprietary information (collectively, "Information") which are valuable, special and unique assets of Ssom Systems, Inc. and need to be protected from improper disclosure. In consideration for the disclosure of the Information, CLIENT agrees that CLIENT will not at any time or in any manner, either directly or indirectly, use any Information for CLIENT'S own benefit, or divulge, disclose, or communicate in any manner any Information to any third party without the prior written consent of SS. CLIENT will protect the Information and treat it as strictly confidential. A violation of this paragraph shall be a material violation of this Agreement.
5. UNAUTHORIZED DISCLOSURE OF INFORMATION. If it appears that CLIENT has disclosed (or has threatened to disclose) Information in violation of this Agreement, SS shall be entitled to an injunction to restrain CLIENT from disclosing, in whole or in part, such Information, or from providing any services to any party to whom such Information has been disclosed or may be disclosed. SS shall not be prohibited by this provision from pursuing other remedies, including a claim for losses and damages.
6. LIMITATIONS OF LIABILITY
   1. Ssom Systems, Inc. shall not be responsible for circumstances beyond its reasonable control.
   2. Warranties of any and all hardware equipment and software applications are provided directly by their respective manufacturers. SS assumes no risk whatsoever for any defective items but will make reasonable efforts to assist Client in obtaining repair replacement under manufacturers warranty.
   3. SS shall not be liable for money damages under this agreement. CLIENT’S sole remedy for any defective workmanship shall be for rework performed by SS or its agents.
   4. It is expressly understood and agreed that SS has not made any guarantees or promises to CLIENT with respect to the exact date of the complete installation, repair and operational status of services provided hereunder.
   5. Every effort has been made to ensure the accuracy of all information, features and technical functionality of the third party products specified in this Agreement. RELIABLE IT MAKES NO WARRANTY EXPRESSED OR IMPLIED WITH RESPECT TO THE FEASIBILITY, INTENDED USE, MERCHANTABILITY, OR FITNESS FOR ANY PARTICULAR PURPOSE OF ANY SERVICES, EQUIPMENT OR SOFTWARE FURNISHED HEREUNDER.
   6. CLIENT agrees to defend and indemnify SS and its affiliates and their respective employees, officers, directors, agents and subcontractors and hold them harmless against any damages and expenses, including reasonable attorneys’ fees and allocable costs of in house counsel, incurred by any of them (including expenses and costs incurred by SS in enforcing this agreement) arising out of CLIENT”S, or its employees’, officers’, directors’, subcontractor(s)’, agent(s)’, acts, omissions, or breach of its obligations hereunder, or its use of the Services in a manner other than as intended herein.

Response Time Policy

Upon the successful purchase of a service or services through the Ssom Systems, Inc. Internet portal a service technician will be dispatched to your location to provide the requested services according to your service level as follows:

• Ssom Systems, Inc. dispatchers and call processing personal are available Monday through Friday, 8:00 AM to 6:00 PM Eastern Time, excluding regularly observed holidays. Service requests placed outside these hours may be received and dispatched on the next business day. For the purposes of response time measurements, service requests will be considered as “received” during the first operational period following the time the request is submitted.
• All service requests are standard service level Next Day Service (defined in Onsite Service Policy), a service technician will be dispatched to arrive at your location the next day following dispatch to provide On-site service at the requested service time or within the requested service window. Service requests received after 3:00 PM Eastern Time may not be dispatched until the next business day. Once dispatched, service will be scheduled, as requested in the service order, 24x7x365.
• If you purchased the 4-Hour Response uplift service, a service technician will be dispatched to arrive at your location generally within four (4) business hours following dispatch to provide On-site service, at the requested service time or within the requested service window. Service requests received after 3:00 PM Eastern Time may not be dispatched until the next business day. Service requests received on a business day prior to 3:00 PM eastern time, may be scheduled to arrive within four (4) business hours of dispatch. Once dispatched, service will be scheduled, as requested in the service order, 24x7x365. If service cannot be provided within four (4) business hours, you will not be charged for the uplift charges. . Ssom Systems, Inc. will make best effort if site is 35 miles outside major city limits and four (4) business hrs responses will be defined as rapid response to meet CLIENT expectation. If CLIENT expectation is not met uplift will not be charged.