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terms and conditions for p1 support

1.1 “In-Scope Support” refers to the remote technical assistance on Software performance issues (confirmed by a PTC software performance report (SPR)).
1.2 The Support “cycle” will be from 01 January until 31 December every year.
1.3 P1 value adds:
1.3.1 1 hour of complimentary installation per Locked license or Server license to a maximum of 8 hours per customer per annum.
1.3.2 2 hours of out-of-scope, user guidance per cycle, per billable license (excluding volume licenses e.g. ThingWorx Navigate and project related services).
1.3.3 A minimum of two, 1-hour, remote Value-Adding Support (VAS) sessions per customer per cycle. Your assigned application engineer will, among others, resolve any issues you may be experiencing with the software, get advice on best practices or request demonstration of additional features they have access to but are not yet using.
1.4 P1 Support is available only for licenses that are on active subscription or maintenance with PTC.
1.5 The Customer shall notify P1 when remedial Support and or Services are required via email to support@prodone.com.
1.6 Additional out-of-scope Support exceeding the hours contained in point 1.3.1 & 1.3.2 above will be invoiced at P1’s then prevailing rate per hour.
1.7 P1 can supply a summary of support cases logged by the Customer upon written request.
1.8 The standard hours for Support are Monday to Friday (excluding public holidays) between 08h00 and 17h00.
1.9 Any after-hours Support shall be supplied at P1s’ then prevailing rates and charges.
1.10 P1 will remotely access the Customers’ hardware, software, internet facilities, data, telecommunication, and network facilities.
1.11 P1 may delegate or subcontract its obligations under this Agreement without the prior approval from the Customer.
1.12 Delays caused by Customer access or infrastructure issues will be treated as consumption of hours.
1.13 The Customer shall ensure that all users of the Software have the prescribed training to use the Software, and that they shall maintain the skilled level required to efficiently operate the Software.
1.14 P1 will keep the information gained during Support and Services. Information for purposes hereof need not to be specifically designated as confidential or proprietary but is that which reasonably ought to be considered as confidential by its nature or from circumstances surrounding its disclosure.

1.15 Response times based on severity level from time case is logged with support@prodone.com:

Severity Level Case number issued within Estimated Response Time from assigned Support Engineer
0 – Enterprise Down Immediate 30 minutes (with 24/7 assistance)
1 – Business Critically impacted Immediate 2 hours
2 – Business Moderately Impacted Immediate 4 hours
3 – General Question/Low Impact Immediate 8 hours