Multiven Pearl Terms of Service

Terms and conditions

These terms and conditions ("Terms and Conditions") will apply to any services ("Services") provided by us (alternatively "we", "us", "Multiven") to you (alternatively "you", "Customer") under a Multiven Oyster or any Multiven PEARL Service Package (each a “Service Package”) you purchase from us. Please read these Terms and Conditions carefully and make sure that you understand them before purchasing and using any Service Package.

Changes

Multiven reserves the right, at its sole discretion, to modify or replace any of these Terms and Conditions of Service at any time. It is your responsibility to check the Terms and Conditions of Service periodically for changes. Your continued use of the Services following the posting of any changes to the Terms and Conditions constitutes acceptance of those changes. Except as just specified, these Terms and Conditions may not be amended except by written instrument executed by you and Multiven.

Purchase of service packages

The displaying of products and services on our website or the submission of written proposals by us to you constitute mere invitations to submit an offer (invitatio ad offerendum). You are making a binding offer to us by purchasing our products either with a credit card, wire transfer or by submitting a purchase order through our website or by returning to us a signed copy of a contract proposal. We will accept your offer and enter into a binding contract with you by sending you an electronic order confirmation or by providing you with a countersigned copy of such contract proposal.

Scope of services

The Services provided under each Service Package are described in the applicable Appendix. For the avoidance of doubt, none of the Service Packages includes any of the following:

  • Any customization or installation of software, or any visits to your site.
  • Support or replacement of a product that is counterfeit, altered, modified, mishandled, destroyed, damaged by natural causes* or damaged due to a negligent or willful act or omission by you or use other than as specified in the equipment manufacturer-supplied operation documentation, or resolution of software or hardware problems caused by acts of God* like earthquakes, lightening, tsunamis etc. (*not applicable to devices under active PEARL GUARD PLUS)
  • Consulting services such as network planning, design, implementation and optimisation services.
  • Services for products for which no Service Package has been purchased.

If there is any indication that support or consulting services are being requested and received on a product for which no Service Package has been purchased (“Non-Entitled Support”), Multiven may charge a $/€ 350 per hour (3 hour minimum) consulting fee for each instance you contact Multiven to provide Non-Entitled Support.

Multiven shall have the right, upon reasonable advance notice, to perform an audit of your products and records. If Multiven reasonably determines that Non-Entitled Support is occurring, you may be charged the appropriate annual support fee and/or the above mentioned per hour consulting fee, as well as, without limitation, legal fees and audit fees and interest at the rate of one and a half percent (1.5%) per month, calculated from the date on which unauthorized support was first received and compounded on each monthly anniversary of that date.

Special provisions for the Pearl service package

  • Product Certification Process

    All hardware must be in good working order prior to service-start and registration for any Multiven PEARL service package. An asset profile must be created for each device in the Multiven dashboard detailing each device’s hostname, type, manufacturer, serial number, part number, status, software version and location. Furthermore, a show tech-support (with uptime depicting no less than twenty-four (24) hours of the product’s operational activity), show log and show environment (or similar capture) must be attached to each device asset profile upon purchase of the Service Package, so that Multiven may certify the proper working condition of the product (“Product Certification Process”). Multiven's acceptance of your offer as per Section 2 above is subject to the successful completion of the Product Certification Process. All hardware must be in good working order and pass the Product Certification Process before the hardware replacement portion of the PEARL Service Package becomes active for the product.

  • New Components

    Any new hardware components (e.g. linecards, port adapters, processors, fabric cards etc.; “New Components”) that are added to existing hardware already under an active Multiven PEARL Service Package must be immediately reported to your Multiven account manager or, if applicable, to your Multiven channel partner and a fresh capture of the product's serial number, show tech-support (with the New Component installed, with uptime depicting no less than twenty-four (24) hours.), show log and show environment (or similar capture) attached to the device asset profile in the Multiven dashboard. The products with the New Components must pass the Product Certification Process before the hardware replacement portion of the PEARL Service Package becomes active for the product with the New Component. Support of New Components in existing hardware may lead to additional charges.

  • Inspection of Replacement Hardware

    You are responsible for immediately inspecting the replacement hardware upon receipt and notify Multiven of any damage to the replacement hardware in transit.

  • Returning defective Products

    When you ship products back to Multiven, you must comply with the return shipment instructions provided with the replacement hardware.

  • Customs Clearance

    The Customer shall be responsible to meet any custom requirements necessary for importation of replacement hardware, including (i) payment of import duties, taxes, and fees (including storage) where applicable and (ii) securing any import documentation required (i.e., import permits, licenses) before requesting a hardware replacement.

  • Service Restrictions

    Multiven Services are not available in the countries listed in Exhibit 1. Multiven reserves the right to refuse requests for service (including shipment of replacement hardware) in these countries. No refunds will be granted for such refused requests for service.

Term and termination

Every Service Package has an initial minimum term of twelve (12) months which you can extend at the time service purchase to two (2) years, three (3) years, four (4) years, or five (5) years ("Minimum Term"), starting from the day you register with Multiven online (“Anniversary Date”) or through your Multiven sales or channel representative. Your service package will automatically renew on the Anniversary Date unless you terminate it at least 90 days before expiration of the Minimum Term. The longer the Minimum Term you commit to at the time of service purchase, up to five (5) years, the more discounts you get. You are bound to the service Minimum Term agreed upon at the time of purchase and will pay the full amount for the entire term at the time of service purchase. Multiven shall issue no refunds for service cancelled at any time prior to the expiration of the Minimum Term.

Multiven has the right to terminate Service Packages before the expiration of the applicable term in the event that you breach any of the terms in this agreement, become insolvent, have a receiver or other similar officer appointed or in the event of a change in ownership or control of your company.

Access to products

You must provide reasonable access to the product through the Internet or a modem so that Multiven may attempt to correct problems through remote access.

No software license

Any software provided under a Service Package is subject to the license terms that are provided with such software by the third party owner of that software. All software license terms are established directly between the Customer and the third party owner of the software. Unless Multiven is expressly identified as the owner or licensor of the software, Multiven is not a party to any software license terms, Multiven does not grant you any rights with respect to software, and Multiven makes no warranties or representations related to the ownership, use or operation of the software.

Confidentiality and intellectual property

You acknowledge that, in the course of receiving support, you may obtain information relating to Multiven which is of a confidential and proprietary nature ("Proprietary Information"). Such Proprietary Information may include, but is not limited to, trade secrets, know how, invention techniques, processes, programs, schematics, software source documents, data, financial information, and sales and marketing plans. You shall at all times, both during the term of your Service Package(s) and for a period of at least three (3) years after the last Service Package(s) expiration, keep in trust and confidence all such Proprietary Information, and shall not use such Proprietary Information other than as authorized under these terms and conditions, nor shall you disclose any such Proprietary Information without Multiven’s prior written consent. You further agree to immediately return to Multiven any Proprietary Information (including copies thereof) in your possession, custody, or control upon termination of support. You will indemnify Multiven for damages, losses, liabilities and expenses (including reasonable attorneys’ fees) incurred by Multiven as a result of any misuse of Proprietary Information. As between the parties, Multiven retains all right, title and interest to all information, software, products, works, and other intellectual property created, used or provided by Multiven for the purposes of this agreement.

Warranty

All Services provided by Multiven under the Service Packages will be performed with reasonable skill and care and, EXCEPT AS SPECIFIED IN THIS SECTION, ALL OTHER EXPRESS OR IMPLIED TERMS,CONDITIONS AND WARRANTIES INCLUDING, WITHOUT LIMITATIONS, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT AND SATISFACTORY QUALITY ARE EXCLUDED. You must notify Multiven promptly of any claimed breach of THIS LIMITED, EXPRESS warranty and your sole and exclusive remedy for any such breach shall be, at Multiven's sole discretion, re-performance of the relevant Services or reimbursement of that portion of the fees paid in relation to such Services.

Limitation of liability

Multiven’s and its suppliers' total liability arising out of or in connection with this service contract, whether in contract, tort (including negligence) or otherwise, is limited to the amount paid to Multiven for the purchase price of the relevant Service Package(s) for the twelve (12) month period prior to when the claim arose. IN NO EVENT SHALL MULTIVEN OR ITS SUPPLIERS BE LIABLE TO ANY PERSON OR ENTITY FOR (A) INCIDENTAL, CONSEQUENTIAL, INDIRECT OR SPECIAL DAMAGES OF ANY NATURE OR FOR LOSS OF BUSINESS PROFITS, INCOME OR DATA; (B) COST OF REPLACEMENT OR SUBSTITUTE GOODS OR SERVICES; OR (C) ANYTHING OUTSIDE OF MULTIVEN’S REASONABLE CONTROL.

Multiven written assurance

You hereby acknowledge that the services, products and technology or direct products thereof (hereafter collectively referred to as Products and Technology), supplied by Multiven under these terms and conditions are subject to export controls under the laws and regulations that govern respective equipment manufacturers. You agree to comply with all such laws and regulations governing use, export, re-export, and transfer of Multiven Products and Technology and will obtain all required federal and local authorizations, permits, or licenses. Multiven and you each agree to provide the other such information and assistance as may reasonably be required by the other in connection with securing such authorizations or licenses, and to take timely action to obtain all required support documents. You agree to maintain a record of exports, re-exports, and transfers of the Products and Technology according to applicable governing federal and local laws.

Taxes and other public charges

Unless otherwise indicated, any amounts in these Terms and Conditions or on Multiven’s website are exclusive of any taxes (such as value added and sales taxes) and other public or governmental charges and shall be added thereto, if applicable.

Entire agreement

The contract letter, registration guidelines and Terms and Conditions contain all the terms between you and Multiven regarding their subject matter and supersede any prior agreement, understanding or arrangement, whether oral or in writing. No representation, undertaking or promise shall be taken to have been given or be implied from anything said or written in negotiations by Multiven prior to your purchase of Multiven services except as expressly stated here. You shall not have any remedy in respect of any untrue statement made and upon which you relied in entering into a contract with Multiven (unless such untrue statement was made fraudulently) and your only remedies shall be for breach of contract as provided here.

Severability

In the event that any of the terms of these Terms and Conditions become or are declared to be illegal or otherwise unenforceable by a court of competent jurisdiction, such terms shall be null and void but all remaining terms shall remain in full force and effect.

Miscellaneous terms and conditions

The individual represents and warrants that he/she is an authorized representative of the company/ organization registered with Multiven and has read and agrees to these Terms and Conditions.

No waiver or modification of the contract between Multiven and the Customer will be binding upon a party unless made in writing and signed by a duly authorized representative of such party and no failure or delay in enforcing any right will be deemed a waiver.

These Terms and Conditions shall be governed by and construed in accordance with the laws of England, excluding its conflicts of law rules and international treaties (in particular the United Nations Convention on Contracts for the International Sale of Goods). The courts of England shall have exclusive jurisdiction for any claim or action arising out of or relating to these Terms and Conditions.

Exhibit 1 - List of Countries where Multiven Services are prohibited:

  • North Korea
  • Syria

Appendix A - Multiven Pearl

Services provided

  • Multiven will provide unlimited access to Multiven Technical Assistance Center (MTAC), via our website twenty-four (24) hours a day, to assist you with product use, interoperability queries, and advanced configuration troubleshooting.
  • Multiven PEARL applies only to break-fix issues on customer production networks.
  • MTAC Support Tasks can be created from any computer, tablet or smartphone browser.
  • Phone call or email should only be used to create an MTAC Task if customer is unable to access MTAC through the web portal (e.g., because your office/home Internet is down and you have no 3G/4G tablet or smartphone). For a phone call or email, a duty manager will answer your call or immediately return your voicemail, and then will help you submit your support task through the MTAC website so that an MTAC engineer can accept your task.
  • Therefore, if your Internet is available, please use the MTAC website to create tasks. In an instance where you have no Internet access or access to the MTAC web portal and only voice phone or email is available, the duty manager on the phone or email will confirm your entitlement to service and will then get you in touch with an MTAC engineer to handle your task.
  • To do this, the duty manager will need the following: (1) your email and password to log onto the Multiven MTAC web service on your behalf and (2) the serial number for the hardware under service. The duty manager will only be able to confirm entitlement to services and open up a task for you once this information is provided. Without this information a task cannot be created over the phone or via email. For optimum security, you should change your password thereafter. Multiven will use all efforts to respond to you within one (1) hour for all tasks created.

  • MTAC Contact Information

  • Multiven will advise you of defects found in your equipment software. You are responsible for securing solutions to such defects from the original equipment manufacturer. If instructed by you, Multiven will act on your behalf and use all reasonable efforts to secure solutions to such defects from the original equipment manufacturer. You agree to indemnify and hold harmless Multiven from all claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) Multiven incurs that result in any way from any action taken by you or Multiven under this subsection.
  • Multiven will provide registered access to multiven.com, for easy access to technical information and task management tools. Multiven will use reasonable efforts to ship you replacement hardware the same business day if your request and Multiven’s hardware diagnosis is made before 2:00 p.m. of the Time Zone for your region. If you call after 2:00 p.m. of the Time Zone for your region, hardware will be shipped the following business day.
  • Where available (U.S., Switzerland, Canada, European Union, Norway, Australia, New Zealand, plus limited locations in Mexico) the replacement hardware will be shipped with the expectation that it will arrive the next business day. In all other locations the arrival time is subject to the destination country's importation and customs processes.
  • In the event that a Multiven MTAC engineer discovers a defect in your hardware pursuant to troubleshooting, Multiven will advise you of the defect and send you a replacement. Replacement hardware may be either new, equivalent to new or refurbished
  • For the avoidance of doubt, Multiven PEARL Service Packages only cover break-fix tasks. Break-fix tasks are defined as a single break-fix issue on production networks and a break-fix task addresses one unique problem per device. Non-break fix tasks are considered consulting and are not included in the PEARL Service Packages. Consulting services include such matters as network planning, design, implementation and optimization services. For inquires on how to create non-break-fix (consulting) tasks, please contact a Multiven account manager. Tasks created for non break-fix issues will be automatically billed at Multiven's hourly consulting rate of $/€350 per hour.

Appendix B - Multiven Pearl CPS

Services provided

  • Multiven will provide unlimited access to Multiven Technical Assistance Center (MTAC), via our website twenty-four (24) hours a day, to assist you with product use, interoperability queries, and advanced configuration troubleshooting.
  • Multiven PEARL CPS applies only to break-fix issues on customer production networks.
  • MTAC Support Tasks can be created from any computer, tablet or smartphone browser.
  • Phone call or email should only be used to create an MTAC Task if customer is unable to access MTAC through the web portal (e.g., because your office/home Internet is down and you have no 3G/4G tablet or smartphone). For a phone call or email, a duty manager will answer your call or immediately return your voicemail, and then will help you submit your support task through the MTAC website so that an MTAC engineer can accept your task.
  • Therefore, if your Internet is available, please use the MTAC website to create tasks. In an instance where you have no Internet access or access to the MTAC web portal and only voice phone or email is available, the duty manager on the phone or email will confirm your entitlement to service and will then get you in touch with an MTAC engineer to handle your task.
  • To do this, the duty manager will need the following: (1) your email and password to log onto the Multiven MTAC web service on your behalf and (2) the serial number for the hardware under service. The duty manager will only be able to confirm entitlement to services and open up a task for you once this information is provided. Without this information a task cannot be created over the phone or via email. For optimum security, you should change your password thereafter. Multiven will use all efforts to respond to you within one (1) hour for all tasks created.

  • MTAC Contact Information

  • Multiven will advise you of defects found in your equipment software. You are responsible for securing solutions to such defects from the original equipment manufacturer. If instructed by you, Multiven will act on your behalf and use all reasonable efforts to secure solutions to such defects from the original equipment manufacturer. You agree to indemnify and hold harm-less Multiven from all claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) Multiven incurs that result in any way from any action taken by you or Multiven under this subsection.
  • Multiven will provide registered access to multiven.com, for easy access to technical information and case management tools.
  • Replacement hardware may be either new, equivalent to new or refurbished.
  • At the termination of contract, Customer will return all Spared Hardware on their site/s to Multiven or its designee in their original, sealed boxes, to be received by Multiven or its designee within fifteen (15) calendar days of contract termination. If the Spared Hardware is not received within fifteen (15) calendar days of contract termination then Customer will be sent an invoice for full manufacturer list price value of the Spared Hardware.
  • For the avoidance of doubt, Multiven PEARL Service Packages only cover break-fix tasks. Break-fix tasks are defined as a single break-fix issue on production networks and a break-fix task addresses one unique problem per device. Non-break fix tasks are considered consulting and are not included in the PEARL Service Packages. Consulting services include such matters as network planning, design, implementation and optimization services. For inquires on how to create non-break-fix (consulting) tasks, please contact a Multiven account manager. Tasks created for non break-fix issues will be automatically billed at Multiven's hourly consulting rate of $/€350 per hour.

Appendix C - Multiven Pearl Lite

Services provided

  • Multiven will provide unlimited access to Multiven Technical Assistance Center (MTAC), via our website twenty-four (24) hours a day, to assist you with product use, interoperability queries, and advanced configuration troubleshooting.
  • Multiven PEARL LITE applies only to break-fix issues on customer production networks.
  • MTAC Support Tasks can be created from any computer, tablet or smartphone browser.
  • Phone call or email should only be used to create an MTAC Task if customer is unable to access MTAC through the web portal (e.g., because your office/home Internet is down and you have no 3G/4G tablet or smartphone). For a phone call or email, a duty manager will answer your call or immediately return your voicemail, and then will help you submit your support task through the MTAC website so that an MTAC engineer can accept your task.
  • Therefore, if your Internet is available, please use the MTAC website to create tasks. In an instance where you have no Internet access or access to the MTAC web portal and only voice phone or email is available, the duty manager on the phone or email will confirm your entitlement to service and will then get you in touch with an MTAC engineer to handle your task.
  • To do this, the duty manager will need the following: (1) your email and password to log onto the Multiven MTAC web service on your behalf and (2) the serial number for the hardware under service. The duty manager will only be able to confirm entitlement to services and open up a task for you once this information is provided. Without this information a task cannot be created over the phone or via email. For optimum security, you should change your password thereafter. Multiven will use all efforts to respond to you within one (1) hour for all tasks created.

  • MTAC Contact Information

  • Multiven will advise you of defects found in your equipment software. You are responsible for securing solutions to such defects from the original equipment manufacturer. If instructed by you, Multiven will act on your behalf and use all reasonable efforts to secure solutions to such defects from the original equipment manufacturer. You agree to indemnify and hold harmless Multiven from all claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) Multiven incurs that result in any way from any action taken by you or Multiven under this subsection.
  • Multiven will provide registered access to multiven.com, for easy access to technical support information and tasks and device management tools.
  • For the avoidance of doubt, Multiven PEARL Service Packages only cover break-fix tasks. Break-fix tasks are defined as a single break-fix issue on production networks and a break-fix task addresses one unique problem per device. Non-break fix tasks are considered consulting and are not included in the PEARL Service Packages. Consulting services include such matters as network planning, design, implementation and optimization services. For inquires on how to create non-break-fix (consulting) tasks, please contact a Multiven account manager. Tasks created for non break-fix issues will be automatically billed at Multiven's hourly consulting rate of $/€350 per hour.

Appendix D - Multiven Pearl Guard

Services provided

  • Multiven will provide unlimited access to Multiven Technical Assistance Center (MTAC), via our website twenty-four (24) hours a day, to assist you with product use, interoperability queries, and advanced configuration troubleshooting.
  • Multiven PEARL GUARD applies only to break-fix issues on customer production networks caused by a cyber- attack
  • MTAC Support Tasks can be created from any computer, tablet or smartphone browser.
  • Phone call or email should only be used to create an MTAC Task if customer is unable to access MTAC through the web portal (e.g., because your office/home Internet is down and you have no 3G/4G tablet or smartphone). For a phone call or email, a duty manager will answer your call or immediately return your voicemail, and then will help you submit your support task through the MTAC website so that an MTAC engineer can accept your task.
  • Therefore, if your Internet is available, please use the MTAC website to create tasks. In an instance where you have no Internet access or access to the MTAC web portal and only voice phone or email is available, the duty manager on the phone or email will confirm your entitlement to service and will then get you in touch with an MTAC engineer to handle your task.
  • To do this, the duty manager will need the following: (1) your email and password to log onto the Multiven MTAC web service on your behalf and (2) the serial number for the hardware under service. The duty manager will only be able to confirm entitlement to services and open up a task for you once this information is provided. Without this information a task cannot be created over the phone or via email. For optimum security, you should change your password thereafter. Multiven will use all efforts to respond to you within one (1) hour for all tasks created.

  • MTAC Contact Information

  • Multiven will advise you of security defects found in your equipment software. You are responsible for securing solutions to such defects from the original equipment manufacturer. If instructed by you, Multiven will act on your behalf and use all reasonable efforts to secure solutions to such defects from the original equipment manufacturer. You agree to indemnify and hold harmless Multiven from all claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) Multiven incurs that result in any way from any action taken by you or Multiven under this subsection.
  • Multiven will provide registered access to multiven.com, for easy access to technical information and task management tools. Multiven will use reasonable efforts to ship you replacement hardware the same business day if your request and Multiven’s hardware diagnosis is made before 2:00 p.m. of the Time Zone for your region. If you call after 2:00 p.m. of the Time Zone for your region, hardware will be shipped the following business day.
  • Where available (U.S., Switzerland, Canada, European Union, Norway, Australia, New Zealand, plus limited locations in Mexico) the replacement hardware will be shipped with the expectation that it will arrive the next business day. In all other locations the arrival time is subject to the destination country's importation and customs processes.
  • In the event that a Multiven MTAC engineer discovers a defect in your hardware pursuant to troubleshooting, Multiven will advise you of the defect and send you a replacement. Replacement hardware may be either new, equivalent to new or refurbished
  • For the avoidance of doubt, Multiven PEARL Service Packages only cover break-fix tasks. Break-fix tasks are defined as a single break-fix issue on production networks and a break-fix task addresses one unique problem per device. Non-break fix tasks are considered consulting and are not included in the PEARL Service Packages. Consulting services include such matters as network planning, design, implementation and optimization services. For inquires on how to create non-break-fix (consulting) tasks, please contact a Multiven account manager. Tasks created for non break-fix issues will be automatically billed at Multiven's hourly consulting rate of $/€350 per hour.

Appendix E - Multiven Pearl Guard Plus

Services provided

  • Multiven will provide unlimited access to Multiven Technical Assistance Center (MTAC), via our website twenty-four (24) hours a day, to assist you with product use, interoperability queries, and advanced configuration troubleshooting.
  • Multiven PEARL GUARD PLUS applies only to break-fix hardware issues on customer production networks. Multiven PEARL GUARD PLUS does not include software related troubleshooting, configuration or support of any kind.
  • MTAC Support Tasks can be created from any computer, tablet or smartphone browser.
  • Phone call or email should only be used to create an MTAC Task if customer is unable to access MTAC through the web portal (e.g., because your office/home Internet is down and you have no 3G/4G tablet or smartphone). For a phone call or email, a duty manager will answer your call or immediately return your voicemail, and then will help you submit your support task through the MTAC website so that an MTAC engineer can accept your task.
  • Therefore, if your Internet is available, please use the MTAC website to create tasks. In an instance where you have no Internet access or access to the MTAC web portal and only voice phone or email is available, the duty manager on the phone or email will confirm your entitlement to service and will then get you in touch with an MTAC engineer to handle your task.
  • To do this, the duty manager will need the following: (1) your email and password to log onto the Multiven MTAC web service on your behalf and (2) the serial number for the hardware under service. The duty manager will only be able to confirm entitlement to services and open up a task for you once this information is provided. Without this information a task cannot be created over the phone or via email. For optimum security, you should change your password thereafter. Multiven will use all efforts to respond to you within one (1) hour for all tasks created.

  • MTAC Contact Information

  • Multiven will advise you of security defects found in your equipment software. You are responsible for securing solutions to such defects from the original equipment manufacturer. If instructed by you, Multiven will act on your behalf and use all reasonable efforts to secure solutions to such defects from the original equipment manufacturer. You agree to indemnify and hold harmless Multiven from all claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) Multiven incurs that result in any way from any action taken by you or Multiven under this subsection.
  • Multiven will provide registered access to multiven.com, for easy access to technical information and task management tools. Multiven will use reasonable efforts to ship you replacement hardware the same business day if your request and Multiven’s hardware diagnosis is made before 2:00 p.m. of the Time Zone for your region. If you call after 2:00 p.m. of the Time Zone for your region, hardware will be shipped the following business day.
  • Where available (U.S., Switzerland, Canada, European Union, Norway, Australia, New Zealand, plus limited locations in Mexico) the replacement hardware will be shipped with the expectation that it will arrive the next business day. In all other locations the arrival time is subject to the destination country's importation and customs processes.
  • In the event that a Multiven MTAC engineer discovers a defect in your hardware pursuant to troubleshooting, Multiven will advise you of the defect and send you a replacement. Replacement hardware may be either new, equivalent to new or refurbished
  • For the avoidance of doubt, Multiven PEARL Service Packages only cover break-fix tasks. Break-fix tasks are defined as a single break-fix issue on production networks and a break-fix task addresses one unique problem per device. Non-break fix tasks are considered consulting and are not included in the PEARL Service Packages. Consulting services include such matters as network planning, design, implementation and optimization services. For inquires on how to create non-break-fix (consulting) tasks, please contact a Multiven account manager. Tasks created for non break-fix issues will be automatically billed at Multiven's hourly consulting rate of $/€350 per hour.

Appendix F - Multiven Oyster

Services provided

  • Multiven will provide unlimited registered access to Multiven Collaborative TAC Platform via multiven.com twenty-four (24) hours a day, and provide you with premium online software and device management and analytics tools.