Online Remote service terms (Standard)

1. Maintain customer device system records, installation photos, network diagrams and support history
2. Covers version updates, security patches and SSL certificates for services in use by the customer
3. Send alert messages to the customer email, such as disk space and device alerts
4. Includes Online Remote training so customers can resolve issues themselves (book 2 business days in advance)
5. Video support is available so customers can resolve issues on their own
6. Repeat training on the same topic is charged as an additional service
7. Includes remote inspection when the customer has not changed devices or altered the system from the original configuration
8. The service does not include data recovery from a server or NAS
9. The service does not include fixing network loops, faulty switches or overlapping DHCP with other devices
10. System image backup for Terminal Server customers twice per year (book 2–3 days in advance)
11. Online Remote response within 1 business day after the customer reports an issue
12. Customers are responsible for verifying their own data backups https://www.corecasys.com/tech/read.asp?no=607
13. The warranty does not cover issues caused by Dynamic DNS (customers are advised to use fixed-IP internet)
14. Online Remote service hours: Mon–Fri, 09:00–17:00
15. Hardware repair typically takes 5–7 days; if the system cannot be taken offline, customers should keep a spare device ready

Online Remote service terms (Silver)

1. Maintain customer device system records, installation photos, network diagrams and support history
2. Covers version updates, security patches and SSL certificates for services in use by the customer
3. Send alert messages to the customer email, such as disk space and device alerts
4. Includes Online Remote training so customers can resolve issues themselves (book 2 business days in advance)
5. Video support is available so customers can resolve issues on their own
6. Repeat training on the same topic is charged as an additional service
7. Includes remote inspection when the customer has not changed devices or altered the system from the original configuration
8. The service does not include data recovery from a server or NAS
9. The service does not include fixing network loops, faulty switches or overlapping DHCP with other devices
10. System image backup for Terminal Server customers twice per year (book 2–3 days in advance)
11. Online Remote response within 4–6 hours after the customer reports an issue
12. Customers are responsible for verifying their own data backups https://www.corecasys.com/tech/read.asp?no=607
13. The warranty does not cover issues caused by Dynamic DNS (customers are advised to use fixed-IP internet)
14. Online Remote service hours: Mon–Fri, 09:00–17:00
15. Hardware repair typically takes 5–7 days; if the system cannot be taken offline, customers should keep a spare device ready

Online Remote service terms (Gold)

1. Maintain customer device system records, installation photos, network diagrams and support history
2. Covers version updates, security patches and SSL certificates for services in use by the customer
3. Send alert messages to the customer email, such as disk space and device alerts
4. Includes Online Remote training so customers can resolve issues themselves (book 1 business day in advance)
5. Video support is available so customers can resolve issues on their own
6. Repeat training on the same topic is charged as an additional service
7. Includes remote inspection when the customer has not changed devices or altered the system from the original configuration
8. The service does not include data recovery from a server or NAS
9. The service does not include fixing network loops, faulty switches or overlapping DHCP with other devices
10. System image backup for Terminal Server customers twice per year (book 2–3 days in advance)
11. Online Remote response within 4–6 hours after the customer reports an issue / Online Remote coverage 24×7
12. Customers are responsible for verifying their own data backups https://www.corecasys.com/tech/read.asp?no=607
13. The warranty does not cover issues caused by Dynamic DNS (customers are advised to use fixed-IP internet)
14. Free on-site service at the customer site within 24 hours
15. Spare equipment and parts are available so the customer can keep systems running

Notes on Online Remote Support

• Per-incident Online Remote Support starts at 3,000–5,000 THB per session, depending on system size
• Annual Online Remote Support is a prepaid package; if the service is not used for a full year, charges revert to per-incident rates
• Log investigation for a specific incident is charged per case, starting at 10,000 THB
• If you do not wish to renew the annual service, email support@corecasys.com to request system handover
• Customers must request system data while Online Remote service is still active
• Changing to a new solution or configuration that differs from the original system incurs additional charges
• Once the company hands over system data to the customer (Winbox / NAS), Online Remote service ends
• To reset a Corecasys Enterprise 7920 / 7920+, the device must be returned to the company while Online Remote service is still active

Fix IP Anywhere / Cloud service terms

• Refund of 2× the service fee for the period the service was unavailable
• Customers must provide complete usage details that identify the user by submitting the service request form
• NJ Windows and antivirus licenses may be used only inside the NJ Network IDC
• If the customer needs a VMware image with ThinStuff / TS Print licenses for use outside the IDC
  • the customer must supply their own Windows license to NJ to replace the NJ license in use
• Customers may also supply their own antivirus license to NJ before taking the image outside

Warranty terms

1. The warranty covers damage or defects caused by substandard materials and/or manufacturing faults
2. NJ Network remains responsible for warranty coverage only when damage occurs after adjustment, repair or parts replacement by NJ Network service technicians
3. The warranty period starts from the product purchase date (as shown on the tax invoice)
4. The warranty does not cover damage from improper use, including modification or reconfiguration for unintended use. This includes the following:
   • Use outside the normal operating conditions of the device
   • Damage from overvoltage (including use of a non-company adapter)
   • Damage from impact or dropping the device
   • Unauthorized modification, repair or degradation of any part without written permission
   • Damage from water, moisture or chemicals
   • Dropping the unit so that it cracks, breaks or damages internal circuits
   • Water marks or oxide/rust stains from moisture or rain
   • Burn marks on the unit or board from overheating or overvoltage
   • Damage from any natural disaster
5. The warranty is void if the product serial number (SN) is missing from the unit
6. Opening the unit without company authorization voids the warranty
7. Repaired products or replaced parts carry the remaining warranty period of the original product and accessories
8. If the sender does not collect the repaired item within 2 months of the stated pickup time, rights to the device are considered forfeited
9. Devices are covered for 1 year; adapters are covered for 6 months