AC-ONSITE1YR, AC-ONSITE2YR, ACONSITE3YR: These are one, two and three-year on-site service packages respectively. They include the following services.(If software support is needed, the end-user will be referred back to their dealer) ..................

Toll-free problem diagnosis / Service Technician Dispatch / On-Site Service

AC-ONSITE/HELP1YR: This package includes one year of onsite Service and Help Desk Support as follows:

Toll-free problem diagnosis / Service Technician Dispatch / On-Site Service / 90 Days up-and-run support  (initial installation and setup of the system)

Operating System Support (whatever system is pre-loaded on the machine)

Software Support (popular software packages - see Supported Software section)

Currently, this option is NOT available, but will be an option in the future. Once a dealer is approved and registered in the program, when a system they have sold requires onsite service, the service company will dispatch them and reimburse them for their services.

Note that the following are guaranteed minimum service rate. Normally, answer speed will be much faster, and abandon rate much lower.

Help Desk Hours: 9:00 am - 9:00 pm EST

Toll Free Help Desk: Average Speed of Answer 70% in 4 minutes or less. Abandon Rate not to exceed 15%.

Service Hours: 9:00 am - 5:00 pm, local time. Service provider will dispatch Service Technician within one hour. Service Technician will contact customer to arrange onsite ETA. On-Site Response to all service orders is on a next business day basis, Monday through Friday (excluding holidays, as long as the call was received before 3:00pm) Note that if parts are required, then Supercom will ship the parts to the Service Technician. In this case, next-day service may not be possible due to shipping time required. On-Site services available within 80km of a service provider's designated location (see Service locations for details). Otherwise, the help desk will arrange for depot service.

No, because of the information we need to transmit to the service provider, this option is not available.

New Liskeard / Niagra Falls / Ottawa / Owen Sound / Parry Sound / Pembrooke / Peterborough / Sarnia / Sault Ste. Marie

Sudbury / Thunder Bay / Timmins / Toronto / Windsor

Warranty

Synergio Manufacturing Ltd. warrants to the purchaser that any factory-installed part of the Touch personal computer system excluding software, monitor, peripherals, documentation and similar items, will be free of defects in workmanship and materials for a period of three years from the date of delivery. This warranty may be transferred to subsequent owners.

During the Onsite Service portion of your warranty period which may be one, two or three years (please refer to the warranty card accompanying this document), the warranty provides for toll-free Problem Diagnosis, Dispatch and On-Site Warranty Service within 80km of an authorized service location (see appendix for list of locations). For the balance of the warranty period, the warranty provides for depot service via your reseller. If your warranty also includes one year of toll-free Help Desk Support (please refer to the warranty card accompanying this document), the Help Desk will provide Operating System support for the operating system preloaded on your computer; and Software Applications support, covering many popular software applications. In addition, you are also entitled to system setup ("up-and-run") support for the first 90 days of ownership. If your warranty does not include Help Desk Support, the On-Site Warranty covers defects in system hardware only, and will not include technical support for system setup, operating system support, or applications software support. Please refer to your Touch Reseller for technical support on these issues, as well as warranty service on monitors, printers and peripherals. Warranty registration Your warranty has been automatically registered at time of manufacture, commencing at the date of installation which is the date of purchase on your invoice from the reseller (see Addendum for details).

How to obtain Technical Support and On-Site Warranty Service

For On-Site Warranty Service during the onsite portion of your warranty period, call 1-888-754-7134. The call centre hours of operation are between 9:00 am - 9:00 pm (EST), 365 days per year. Please ensure that you provide the correct serial number along with your Date of Purchase (from your reseller's invoice). Please ensure that you have access to your system to discuss the problem over the telephone with our Service Technician for a proper problem diagnosis. The Service Technician will attempt to help resolve the problem over the telephone. The Service Technician may require your assistance in performing routine diagnostic procedures. If the problem cannot be resolved over the telephone, the Service Technician will, at their discretion, dispatch an On-Site Technician to perform the required service on site. If you are located more than 80 km from the service location, the Service Technician will arrange for depot service. During the warranty period, Synergio will repair or replace, at its sole discretion, the defective hardware component or system, free of charge for labour and parts. The service technician will advise you if a part is required. In this event, the service technician will advise you what additional time may be needed to obtain the part. If the part is user-installable, the technician may arrange to have the part sent to your location. If on-site service is required to install the part, the On-Site Technician will call to arrange a mutually convenient time when the part arrives at the service depot. Onsite service hours are from 9am to 5pm, local time If hard drive restoration is required within 90 days of purchase, then the warranty provides for restoration of the system to the original operating system and software preload status. Restoration of any other data or programs is your responsibility. After 90 days, if hard drive restoration is required, the operating system only will be restored. Additional charges may apply if you require other software to be loaded. On rare occasions, servicing the system may require use of diagnostic and testing equipment and repair facilities not normally available to on-site technicians. Should this be the case, your Service Technical will arrange to have the system returned to the depot for service. If a hard drive restoration is required due to a customer-caused problem such as an erased configuration file or by/while loading other software, there will be an additional fee to restore the operating system.

The warranties provided by Synergio Manufacturing Ltd. in this Statement of Limited Warranty apply only to Touch systems that you originally purchased for your use, and not for resale, from a Touch systems reseller. Unless Synergio Manufacturing Ltd. specifies otherwise, the following warranties apply if your Touch System is purchased in Canada and if your Touch System is located in Canada. If you have any questions, please contact your reseller. Synergio Manufacturing Ltd. warranty for Touch Systems warrants that each system: 

1) is free from defects in materials and workmanship under normal use and

2) conforms to Synergio Manufacturing Ltd.