Onsite Services and Priority Repair

When considering whether or not onsite service is right for you, the details of how it works are important. This section describes what you can expect from Fastest’ onsite coverage, the timeframes involved to get you back up and running, what we need from you in order to best serve you, and the limitations of this service.

Please note that Fastest Onsite Service is not intended as a replacement for or alternative to customer in-house IT support. It is focused on hardware-level diagnostics and repair, as an add-on to our standard hardware warranties and is not a service contract.

After receiving and acknowledging your call, Fastest will begin to isolate, troubleshoot, remedy, and resolve the hardware incident – we call this “phone triage”. Prior to onsite assistance, Fastest technicians may perform remote diagnostics using electronic remote support to access covered products or use other means available to facilitate remote resolution.

Fastest retains the right to determine the final resolution of all reported incidents.

For hardware incidents that cannot be resolved remotely, and where the system(s) involved are covered by current onsite support agreements, an authorized representative will be dispatched to provide onsite technical support for repairs and resolution necessary due to a defect in materials or workmanship on covered hardware products to return them to operating condition.

After they arrive, representatives will deliver service onsite, at their discretion, until the products are repaired. Work may be suspended temporarily if parts or additional resources are required, but it will resume when they become available.

Fastest will provide replacement parts and materials necessary to maintain the covered product or solution in operating condition, including those for available and recommended engineering improvements. Replacement parts will be new or functionally equivalent to new in performance. Replaced parts become the property of Fastest. If you wish to retain, degauss, or otherwise physically destroy replaced parts, you will be billed and required to pay the list price for the replacement part unless you have purchased a “No-Return Drive RMA Service” or another applicable service rider.

The coverage window specifies the time periods during which the described services are delivered onsite or remotely. A Fastest authorized representative will arrive onsite for coverage on the warrantied equipment during the coverage window to begin hardware maintenance service within the appropriate response interval after the call has been received and acknowledged by Fastest. Calls received outside the coverage window will be logged at the time of the call, acknowledged the next coverage day, and serviced within the appropriate response interval.

For incidents with covered hardware that cannot be resolved remotely, Fastest will use commercially reasonable efforts to respond onsite within the specified onsite response time based on the terms of your onsite service agreement. Onsite response time begins when phone triage has been concluded with the determination that onsite services are required, and ends when the Fastest authorized representative arrives at your site. Response times are measured during the coverage window only and may carry over to the next day within a coverage window.

Phone triage is available during standard Fastest support hours.

The level of service you purchase determines how quickly after triage is completed a technician and any required parts arrive. The Premium tier of service provides next-business-day support, while the Basic tier may take up to five business days.

Onsite support response times are based on a standard, 5-day business week (Monday through Friday) and exclude Fastest holidays.

Onsite service is normally conducted during local business hours (8:00 a.m. to 5:00 p.m. local time).

However, at the request of Fastest or our onsite representative, we may require onsite access to the system(s) beyond those normal hours in order to complete repairs in a timely manner. Such extensions may include access outside of business hours and/or on weekends or holidays, at Fastest’ sole discretion.

Call-to-Repair Time, or Onsite Response Time, is the length of time from when phone triage has been completed until a technician is onsite to work on your system, and is determined by the tier of coverage that you purchased.

Customer Self Repair (CSR) refers to the expectation that extremely basic hardware swaps can be conducted by any adult with basic guidance from Fastest, and we may ask you to attempt this as part of our phone triage and repair resolution. Fastest  Systems reserves the right to determine which components of any given system are considered to be self-repairable / field-replaceable.

Repairs are considered complete upon Fastest verification that the hardware malfunction has been corrected or that the hardware has been replaced. Fastest is not liable for any lost data; you are responsible for implementing appropriate backup procedures. Verification by Fastest may be accomplished by the completion of a power-on self-test, standalone diagnostic, or visual verification of proper operation. At its sole discretion, Fastest will determine the level of testing necessary to verify that the hardware is repaired. At its sole discretion, Fastest may replace the product in order to meet the repair time commitment. Replacement products are new or functionally equivalent to new in performance. Replaced products become the property of Fastest.

For customers with a history of significantly high claims, Fastest reserves the right to deny requests to purchase additional onsite service. We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will try to provide at least 30 days notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

If the product is located or is to be installed in a site location that is not accessible by driving and thus requires special access (e.g., oil rigs, ships, or remote areas in deserts), service may be requested to occur at a more accessible location as determined by FastestSystems.

Fastest Onsite Services are intended to be purchased at the time of the hardware purchase, on the same order/invoice, but may also be added to an existing order at Fastest sole discretion up to 30 days after receiving the system and prior to any repair requests.

The length of Onsite Service selected must match the term length of the purchased hardware warranty. Contact your Fastest sales consultant to request Onsite Service be added to your quote or to request additional details.

The Onsite Service coverage period begins on the date of the reported delivery by the carrier. Onsite Service is only available for the unit it was specifically purchased on and is non-transferable unless it is involved in a business ownership transaction.

All goods and services from Fastest are covered by our standard terms and conditions unless explicitly stated otherwise. Limitations on our liability are laid out in those terms.