On-Premises Contingency Plan

1.1 Purpose

This document outlines the support services provided for both software and hardware issues:

• Software Issues: Managed by Us2.ai, with remote support available within 24 hours during business hours.
• Hardware Issues: Handled directly by Dell. Us2.ai will assist in coordinating with Dell as needed.

1.2 Scope

This QMS document covers:

• Software Support: Provided by Us2.ai.
• Hardware Support: Provided by Dell, coordinated by Us2.ai.

1.3 Support services

1. Software Support (Us2.ai)
   • Support Framework:
     • Remote Technical Assistance: Us2.ai provides remote support for software issues.
     • Response Time: Within 24 hours
   • Contact Methods:
     • Initial Contact: Reach out to Us2.ai directly or through your Account Manager.
     • Phone: Available during business hours (8:00 a.m. to 5:00 p.m., Monday to Friday)
   • Procedure:
     • Information Required: Description of the software issue (Any error messages or codes) and any steps taken to resolve the issue.
     • Troubleshooting: Us2.ai will remotely resolve the issue from the back-end.
2. Hardware Support (Dell)
   • Support Framework:
     • Dell’s Premium Support: All hardware support is managed directly by Dell
     • Support Channel:
       • Remote Technical Assistance: Dell provides initial troubleshooting and diagnosis.
       • Onsite Service: Arranged by Dell if remote troubleshooting does not resolve the issue
   • Contact Methods:
     • Online and Phone-Based Support: Available 24/7, including holiday
       • Onsite Service: Provided within 1 or 2 business days following unsuccessful remote diagnosis, if required.
   • Procedure:
     • Information Required:
       • Product invoice and serial numbers
       • Service tag number
       • Model and model numbers
       • Current operating system version
       • Brand names and models of peripheral devices
     • Troubleshooting onsite:
       • Service performance and response times depend on various factors including request time, service option, parts availability, and geographic location
       • Additional charges may apply for missed service visits
       • For detailed information on Dell Premium Support and the full terms of service, please refer to Appendix: Dell PH Featured Agreements - Dell Premium Support.

1.4 System Backup Requirements

Customer Responsibilities:

• Complete a comprehensive backup of all existing data, software, and programs before and during service.
• Regular backups are recommended to mitigate risks.
• Remove confidential, proprietary, or personal information, as well as removable media, from the supported product.

Liability Limitations:

• Us2.ai and Dell are not liable for:
  • Loss of confidential, proprietary, or personal information.
  • Lost or corrupted data, programs, or software.
  • Damaged or lost removable media.
  • Data or voice charges due to failure to remove SIM cards or removable media.
  • Loss of use of the system or network.
  • Acts or omissions, including negligence, by Dell or third-party service providers.

Program Restoration: Us2.ai will not restore or install programs unrelated to our services, except as specified in the contract.

1.5 Changes and Updates

This document reflects the current support terms and is subject to change. Us2.ai will assist in the support process to the best of our capabilities.

1.6 Contact Information

• For Software Support: Contact Us2.ai directly or through your Account Manager.
• For Hardware Support: Contact Dell at www.dell.com/support/global.

1.7 Appendix

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