Service Policy
Rates for Education, K-12 and College
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General Statement
Haldeman-Homme Inc. provides technical support for the products we sell, both software and hardware. Technical support includes answering technical questions via our “888” number, email, and remote assistance (see below). Support is a very important part of our company structure and we are dedicated to providing convenient technical assistance to our customers.
Haldeman-Homme, Inc, Inc. knows how important it is to have your product functioning in your classroom and we will make every effort possible to resolve any service issue in a reasonable time frame. We want all our customers to have the best possible experience using our products.
Warranty and Service Overview
Haldeman-Homme Inc. will abide by the product manufacturer’s warranty on all products purchased. Our service policy does not include any parts or shipping costs for products under a manufacturer’s warranty unless specifically stated.
For new purchases, your service policy will start upon the completion and acceptance of the product installation or product invoice date, whichever may apply. For new purchases, the Level 1 Service Policy is included with your purchase for 1 year from date of installation or invoice, whichever may apply.
New service contracts for products no longer covered by manufacturer’s warranty will start on the date of your Purchase Order and expire one year from that date. Your Purchase Order is your contract.
Haldeman-Homme Inc will always try to resolve service issues by Remote Assistance first, even if you have purchased an Onsite Service Contract.
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Services Offered
Haldeman-Homme Inc. provides its customers with a wide range of support offerings to assist during all stages of product usage:
Assistance with installation and configuration
Assistance in resolving issues you may encounter while using our software products
Assistance with hardware as outlined by the Manufacturer’s Warranty
Haldeman-Homme Inc. currently offers three (3) service levels:
Service Policy Level 1 – Remote Assistance
Service Policy Level 2 – On Site Service
Service Policy Level 3 – Pay-Per-Incident
Please see attached service level outlines and contact Haldeman-Homme Inc. if you have any questions about your level of service. If you are unsure of the type of support program you have please contact our support team at the numbers listed above.
Service Policy Exceptions
The following service issues requiring an on-site visit are not included in the service policy and are considered chargeable. Service Policy Level 3 pay-per-incident fees will apply:
Re-imaging school PCs
Software re-installation due to new school PCs
Service required due to intentional harm, misuse, vandalism, etc.
(Final determination by Haldeman-Homme Inc. staff – no exceptions)
Re-training due to change in or addition to school personnel
Disclaimer
These terms and conditions are subject to change at the sole discretion of Haldeman-Homme Inc. without prior notice. Any changes will be incorporated into the terms and conditions of this document and the new Service Policy document will be posted on the Technical Products website.
