All services outlined within this document are subject to the following SLA. Olympus and BES reserve the right to amend or change these terms at any time without prior notice. Any changes will take effect immediately.
Olympus provide 2 SLA's each offering different levels of support and different price points.

Standard Professional
Platinum Support Assurance

Terms and Conditions Applicable to all Services

All services offered by Olympus Service are governed by the following terms and conditions. Please read them carefully. They do not affect your statutory rights.

Hours of Operation

Hours of support are offered between 8am and 5pm, Monday to Friday excluding local and national holiday periods.

Region

All UK SLA's are provided to customers purchasing genuine product from an approved UK source within the supported country.

Our Agreement

By ordering services from the Olympus Service, you are agreeing to abide by the contents of this document. The terms below are important and set out our obligations to you and what you are agreeing to.

Order Process

When you have selected the services you require, a Prerequisites Check (PCL) will be completed. Upon approval services will be summarised in a quotation valid for 30 days. Clients will be required to check and agree the proposal.

Fees and Payment

We accept payment by all major credit / debit cards, cheque or bank transfer. Payment is deducted when we process your order. For customers who hold account facilities, all accounts must be settled before the last day of the month following the date of invoice. Failure to comply with these terms will result in the immediate withdrawal of account facilities. We also reserve the right to charge interest on overdue accounts at the rate of 2% per month for each month or part thereof. We reserve the right to charge £25 each time a cheque is represented and £50 should a cheque be returned.

Booking Service(s)

If you wish to make an appointment for our service(s), please complete the "Request Service or Assistance" from www.opdsupport.com/direct

Cancelling / Changing a Service or Appointment

• Remote Service - Cancellations for remote services (those services for which a Olympus Systems Installer assists you but is not present, for example over the phone or an internet connection) may be made before use of the service commences.

• On-site Service - You must notify us in writing (and can be done by sending an e-mail) at least 2 business days (Monday to Friday (weekends are not included)) before the appointment date. Cancellations made within this time will be entitled to a full refund of the service paid for. If you cancel or change an appointment after this time we will do our best to re-arrange our schedules without cost to you but Olympus Service reserve the right to withhold up to 100% of the fees paid to cover our time and cancellation costs.

Sometimes it may be necessary to re-schedule an appointment due to factors beyond our control. If it is necessary to do this, we will telephone you to try to re-schedule another appointment as soon as reasonably possible at a mutually convenient time. In the unlikely event we do have to reschedule an appointment at any time you may cancel your order and claim a full refund for the service affected.

Missed Appointments

• Remote Service - If, when we contact you, you are not available for any reason, we will try and re- schedule for a time suitable for both parties. If the second appointment is also missed, Olympus Service reserve the right to withhold up to 100% of the fees paid to cover our time and cancellation costs.

• On-site Service - If you are unable to keep an appointment, you must notify us immediately. Please re- book the appointment using the number specified in the confirmation e-mail. If you are not available at the agreed appointment time and / or subsequently cancel, Olympus Service reserve the right to withhold up to 100% of the fees paid to cover our time and cancellation costs.

Cancellation of Service Agreements

• Early exit from PSA agreement will not result in any refund of unused support time.

Service Requirements

You are responsible for ensuring that all data and information on your computer or other hardware is saved and appropriately backed up before we access your system. We will not be responsible for any loss of data, information or records. If you book an onsite service appointment we will need the following at the time of appointment:

• A person with administrator level access to both the domain and local machine(s).
• A person who has a basic knowledge of the service required or any problems encountered must be present.
• A person who has the organisations authority for work to be performed to the computer systems.
• Access to the area and equipment being serviced and the electricity mains, plus light and power.
• Your computer system should have a supported Microsoft or Apple supported operating system.
• A fully licensed computer environment. If your software is, or appears to be, unlicensed we cannot perform the required actions.
• A clean environment free from Virus, Malware or similar. If computer system is, or appears to be, infected a Virus, Malware or similar, we cannot perform the required actions.

If you do not comply with the above requirements and we are unable to complete the service, Olympus Service reserve the right to withhold up to 100% of the fees paid to cover our time and cancellation costs.

Remote Services


Whilst our engineers will use reasonable amounts of skill and care to resolve problems you have referred to us, you accept that we may not be able to correct your problem using our remote support service due to circumstances beyond our control. In the event that it is not possible, we will discuss alternative methods with you in order to resolve your problem. We rely on the information you give us to operate this service. Such information must be complete and as accurate as possible to enable use to effectively resolve your problem.


Integration

• OPDSupport will provide IRP Integrator Resource Pack service via www.opdsupport.com/integration at no additional charge. The service includes subscription to our service where automatic updates are provided to members when they are released by Olympus.
• Due to the very nature of the SDK (Software Development Kit), Olympus are unable to provide technical assistance to developers requiring advice and troubleshooting software/hardware issues relating to 3rd party applications not developed by Olympus.
• OPDSupport will liaise with R&D to resolve any issues that may arise from errors in the SDK itself.
• SDK's / IRP's are supplied without warranty
• SDK's / IRP's are subject to Non Disclosure Agreement (NDA) upon approval
• Olympus and BES reserve the right to refuse or withdraw SDK's / IRP's
• SDK's / IRP's applications will only be accepted via www.opdsupport.com registration form.

Feature Requests

• Feature requests can be submitted. Please refer to our standard contact details.

License Management

• OPDSupport will provide license key validation and full Olympus Volume License services via www.opdsupport.com/licensing


Liability Exclusions


We do not have specific knowledge of your computer and its configuration. Whilst we will use our best efforts to minimise disruption to your system, we cannot be responsible for any unforeseen consequences of our services. Our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturer's warranty and take appropriate action. We cannot be responsible or liable to you in relation to any service regarding:

• Any loss or corruption of data, information or records
• Any loss of goodwill, or any loss of (or interruption to) business or contracts
• Any failure by you to follow our reasonable advice, recommendations or instructions
• Any losses you may suffer arising from your use of (or failure to use) any anti-virus software; and any loss that is not reasonably foreseeable.

Information We Require and Use of Information

We will ask you for certain details which we require to perform the service. This includes address and contact telephone numbers able to accept incoming calls and an e-mail address. We may record your conversations with our engineers for training or recording purposes. Your data protection and privacy rights regarding other information we may collect are set out in our Privacy Policy. The use of this information is governed through our privacy policy. See www.opdsupport.com/privacy.

Definitions & Interpretation

Olympus, Olympus Service, OPDSupport, Olympus Systems Installer or Us refers to Business Equipment Services Ltd. Client, Customer or You refers to the end user of the product or service.


Who We Are

We are BES working in partnership with Olympus Keymed. Business Equipment Services Ltd. Registered office: Unit 6 Titan Court, Laporte Way, Luton, Bedfordshire, LU4 8EF, UK. Registered in England 3732561. VAT No. 226 659 933. In these terms and conditions, references to "we" and "us" are to Business Equipment Services Ltd trading as Olympus Service.

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