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Home » Legal » Terms & Conditions

Terms & Conditions

Immense Networks will perform all support services in the most competent manner possible with long term reliability and performance in mind. We do all work in alignment with industry accepted best practices, and make recommendations in alignment with same.

We do not guarantee that all problems will be solved and that our services will be error free. We make no representations or warranties of any kind regarding the services Immense Networks may provide, including without limitation any implied warranties. All services are provided “as is”.

Immense Networks is not liable for incidental, special, or consequential damages for any reason (including loss of time, loss of data or software, loss of profits or loss of revenue) even if Immense Networks has been specifically advices of the possibility of such damages, and our liability in all events will not exceed the support fees that you have paid under this agreement.

Immense Networks has the right to use and treat as non-confidential any information you may give Immense Networks during your use of our support program unless you specify in writing the fact that certain material should be treated as being confidential.

This is the full and final agreement between you and Immense Networks, and it supersedes any promises, representations or agreements relating to the subject of this agreement. This agreement may be changed only if you and Immense Networks’s authorized representative do so in writing. No inconsistent, additional, or pre-printed terms on your purchase order or other business form apply.

This agreement shall be governed and controlled by the United States law. No choice of law rules of any jurisdiction will apply.

Definitions

Incident Definition

An incident is defined as a single support issue with an identifiable root cause. Immense Networks will make 3 attempts over the course of 3 days (unless otherwise agreed) to resolve an incident. If Immense Networks is unable to resolve a given incident with that time period, Immense Networks will contact the customer to inform if and when a resolution can be expected.

Response Time

A response to a request for support consists of receipt and acknowledgment of your request for support, and may not include a resolution to the issue.

Project

A project is a resolution that involves the installation or development of hardware or software. Projects may arise from support incidents, or may be recommended as part of consultation. Projects are treated differently than support issues in that a price is given to the customer beforehand. In the event that a detail of a project is overlooked and not outlined in the initial proposal, Immense Networks reserved the right to deviate from the given price at the discretion of the customer. In the event that the customer is unwilling to pay the new price, Immense Networks reserves the right to terminate all efforts towards the project, and will not be liable for damages either financial or consequential caused by the project.

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