Global Surveillance Systems

GSS Technical Support and Service Programs

GSS Technical Support Service is available to ensure that GSS products operate correctly and provides our customers with up-to-date system and application software. GSS offers a flexible suite of support services designed to meet the needs of GSS customers and to provide assistance for effective management of network services to maintain optimal equipment performance.

We offer the following technical support packages:

Tier 1 - Free Support - Web based and email support

Email Support - Technical Support requests may be sent to This e-mail address is being protected from spambots. You need JavaScript enabled to view it This e-mail address is being protected from spambots. You need JavaScript enabled to view it

All customers who purchase products from GSS are eligible for Tier 1 support. Free Email support is for products purchased from GSS. All Tier 1 correspondence is through email. Response time is 24-48 business hours from receipt of email. Response time is calculated upon receipt of email during business hours. If an email request is generated outside of business hours, response time is calculated from the start of business hours on the following business day.

Customers are responsible for reading the user manuals pertinent to the product and situation Support is for issues not covered in the user guides and manuals provided with equipment.

**Note –GSS cannot provide support for products not purchased from GSS.

Web Support

Web based support is always available to Global Surveillance System customers through our website. Web support includes access to the following Online Resources:

1. Online User Manuals, Release Notes, User Guides etc. (which can be found by selecting “Downloads” on www.gssdvr.com)
2. New releases of software and patch files from manufactures specific to their products (Mobotix, Geovision , etc…)
3. Free Online Video Tutorials (Which can be found by selecting “Demonstrations/ eLearning” on www.gssdvr.com)
4. Access to Frequently Asked Questions Knowledge Base (which can be found by selecting “FAQs” on GSS website.)
5. Access to DVR Security Forum - If you cannot find your answer in our FAQs, you may find information on our security forum. You may also post questions on our DVR Security Forum.
6. Webinar registration – free webinars can be scheduled through GSS website by selecting “Training and Registration”
   

Tier 2 – Subscription/Fee based Technical Support

GSS provides TIER 2 Technical Support for a fee. This is a phone-based troubleshooting and support program. Telephone access to GSS Technical Support is available during GSS Business Hours Monday-Friday 9-5 Eastern Standard Time. Response time to telephone requests is within 2 business days of request once a ticket is opened.

GSS Tier 2 technical support services provide GSS subscribers with installation and maintenance support for products purchased from GSS. The GSS support team provides support for security products, network settings, Internet protocols, and product specific configurations to assist customers with setting up, configuring, troubleshooting and maintaining GSS products.

This is a prepaid program. Regardless of customer’s payment terms with GSS, all Tier 2 support packages must be pre-paid before the time of service. All technical support programs are non refundable. Customers must fill out our Credit Card Authorization Form and Technical Support Agreement, and sign and fax back to 703-997-8779 before starting the Tier 2 Technical Support Program. Tier 2 technical support hours are calculated in 10 minute increments, and do not expire. Refunds are not issued for unused technical support hours. Support hours are non-transferrable.

Networking Basics 101

If you are new to the IP industry, we highly recommend you to take our Networking Basics 101. This one-hour program is an introductory guide for you to get basic knowledge to step into the IP cameras field. The charge for this course is 120 usd. Please visit Training Registration on gss website for the schedule.

Other Support

1. Geovision NVR software channels upgrade will have a service charge 60 usd.
2. Mobotix Camera reset fee is 150 usd.
3. Site visit support is available in some areas. Check with your GSS Sales rep for fees and territory information. Minimum on-site support time is 2 hours.

Networking Basics 101 Training

If you are new to the IP industry, we highly recommend you to take our Networking Basics 101 class. This one-hour program is an introductory guide for you to get basic knowledge to step into the IP camera field. The charge for this course is 120 usd. Please visit Training Registration on the GSS website for the schedule.

TECHNICAL SUPPORT AGREEMENT

This agreement is for the purpose of defining the terms and conditions under which Technical Support will be provided by Global Surveillance System (GSS) to the undersigned company or organization for support of GSS surveillance products. By accepting GSS services and support described on the invoice or order confirmation, customer agrees to be bound by and accepts these terms and conditions.

Tier 2 Technical Support and other fee based support

GSS will provide network and technical support for all GSS hardware and software products for a standard pre-paid fee of $120 per hour (other packages available) for all time involved from the time a technician answers the call. The minimum telephone support charge is 10 minutes.

Call back from a GSS technician is within an average of four (4) hours of request**. All support calls placed to GSS will begin to accrue against the pre-paid support time beginning when a support technician answers the call and will be charged in Ten (10) minute increments.

**Depending on case load, the call back time from GSS may take as long as 2 business days.

The technical support hours are available until used and do not expire.

Payment:

Payment is due in advance of services. Payment for non-contract support services such as Mobotix camera reset fee or Geovision NVR upgrade fee will be paid before services are rendered. Refunds are not issued for unused technical support hours.

Unresolved Calls

Not all calls can be resolved while the technician is on the phone. Some calls require testing and/or assistance from our programming department or the software manufacturer to resolve. GSS will keep the designated contact person updated as to the status of the open call if the problem cannot be resolved while on the phone with the technician. Should the GSS Technician be unable to resolve the problem, GSS will log a call to the manufacturer for support. All open calls will be jointly worked on by GSS and the product manufacturer. Unless an issue is due to a product defect or is a warrantee covered issue, hours will be deducted when troubleshooting over the phone.

Networking Practice Limitation

Global Surveillance System Tier 2 technical support does not include router setting for routers purchased from a 3rd party. If applicable, it is recommended that the person(s) who will be operating your security equipment attend a beginner GSS Networking Basics class.

LIMITATIONS AND EXCLUSIONS

DISCLAIMER OF WARRANTY: THE SUPPLIER MAKES NO WARRANTY OF ANY KIND, EXPRESS

OR IMPLIED, WITH REGARD TO THE SERVICES PROVIDED HEREUNDER.

Technical support is limited to providing assistance and correction of issues related to published product performance, installation, and configuration. Global Surveillance System may limit, or terminate support service to, or may elect not to renew additional support, if customer uses the services in an irregular, excessive, abusive, or fraudulent manner.

Third Party Products

Third party applications, hardware, or use of Global Surveillance System products in an environment not meeting the products' minimum system requirements will not be supported.

Limitations

Global Surveillance System does not accept liability beyond the remedies including any liability for products not being available for use or for lost or corrupted data or software, or the provision of services and support. GSS is not be liable for lost profits, loss of business, or other consequential, special, indirect, or punitive damages, even if advised of the possibility of such damages, or for any claim by any third party. Customer agrees that for any liability related to the purchase of this service GSS is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of support service under this agreement.

DISCLAIMER OF ALL WARRANTIES - GSS MAKES NO EXPRESS OR IMPLIED WARRANTIES WITH RESPECT TO THE SUPPORT, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OR CONDITION WITH RESPECT TO THE PERFORMANCE OF ANY HARDWARE OR SOFTWARE USED IN CONDUCTING SERVICES, OR ANY EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS CONCERNING THE RESULTS TO BE OBTAINED FROM THE SUPPORT OR THE RESULTS OF ANY RECOMMENDATION GSS MAY MAKE, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES CONCERNING THE PERFORMANCE, MERCHANTABILITY, SUITABILITY, NON-INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE OF ANY OF THE DELIVERABLES OR OF ANY SYSTEM THAT MAY RESULT FROM THE IMPLEMENTATION OF ANY RECOMMENDATION GSS MAY PROVIDE.

Company: __________________________

Address: ___________________________

Phone: _____________________________

Authorized Contact for services:

Name ________________________

Title _________________________

Signature:___________________________ Date: ____________________