1. During the first year post delivery warranty, a basic Maintenance Support is offered to ensure the following:

 correct and on-going operation of the Synopsis supplied hardware components and its application software.

This support is International and covers 1) North America, 2) Europe, 3) Asia:

1. NORTH AMERICA: online support from 8:30 a.m. to 5:30 p.m. (Canadian Eastern Time), excluding weekends and holidays, for Synopsis Corporation Group equipments

• the 8:30 a.m. to 5:30 p.m. telephone consulting service;
• support and service reporting system;
• configuration management of the equipment/system and its application software;
• notification of enhancements to the SYNOPSIS equipment and its application software.
  

2. EUROPE: online support from 9:00 a.m. to 6:00 p.m. (France Time), excluding weekends and holidays, for Synopsis equipment

3. ASIA: online support from 9:00 a.m. to 6:00 p.m. (Hong Kong Time), excluding weekends and holidays, for Synopsis equipment

Technical consulting services with respect to SYNOPSIS’s supplied components will be also provided to the user during normal working hours (8:30 a.m. to 5:30 p.m., Canadian Eastern Time, or European French Time, or Hong Kong Time, Monday to Friday).

Names, e-mail, telephone and fax numbers of technical personnel to contact are provided in contact page.

The intent of this consulting service is to:

• restore the Synopsis’ equipment /system to its operational capability using on-site spare (if available) as required;
• identify the cause of the problem;
• provide operating procedures (as required) to prevent a recurrence in the future;
• identify equipment/system repairs and/or application software modifications needed; and,
• update the configuration of the equipment/system and/or application software as a result of any changes.
  

In the event that a problem cannot be resolved over the telephone, a visit by SYNOPSIS to the user site may be required. If requested, SYNOPSIS personnel will be on-site minimum seventy-two (72) hours of written notification of the malfunction.

Post warranty costs are not here included and should be arranged separately.

In addition to the technical consulting services Synopsis could provide post warranty maintenance at extra cost and on an annual basis. This will address preventive and on-site corrective maintenance and repair of equipment. Synopsis would visit the user site once a year to complete an Annual Inspection program. To lower travel and living expenses, equipment/system enhancements or on-site corrective maintenance may be scheduled during such annual site visit.

The user will be advised of relevant new hardware improvement or software releases and if there is any extra cost associated with it.

For special work not covered here customized support can be arranged as follows:

• Field Service:      contact us for a per diem rate Technologist
  
• Software, Firmware, Hardware Engineers Equipment/Systems support and upgrade: Systems Engineer, Senior Software, Firmware, Hardware Engineers
  
• Chief Scientist: Advanced requirement                                       
  

Travel and living costs are usually not included.