Service Description:
Open Labs Platinum Services
Terms and Conditions
This agreement (“agreement” or “service description”) is made between the customer (“you” or “customer”) and Open Labs. By purchasing these Services (as defined herein) from Open Labs, customer agrees to be bound by all terms and conditions set forth in this document. This Service is available only to the original Owner/Buyer of the Open Labs product and services and cannot be assigned or otherwise transferred.
Service Overview
Open Labs Platinum Services provide additional support and training features for your Open Labs hardware product during the term of your Platinum Service Contract and are limited to the terms and conditions set forth in this document. You must register your product to receive Platinum Service.
Platinum Services are included with every Open Labs "GEN5 L-series" products for 1 Year from the original purchase date of the product. Additional upgrades for Year 2 or Years 2 & 3 of Platinum Services can be purchased by contacting Open Labs sales directly. To purchase Year 2 or Year 2 & 3 Platinum options, you must have either purchased Year 1 of Platinum Service or have Year 1 Platinum Service included with your Open Labs hardware product.
If you purchase the Platinum Service Year 2 upgrade option, it also includes a Year 2 limited hardware warranty.
If you purchase the Platinum Service Year 2 & 3 upgrade option, it also includes a Year 2 & 3 limited hardware warranty.
Depending on the Platinum Service option you have or purchased with your hardware product, below is a description of the Services Open Labs will provide as part of the Platinum Service:
1 Hour “Get to Know Your Open Labs System Training”
To assist you in getting up and running quickly, Open Labs will provide you with 1 hour of Get to Know Your Open Labs System Training by one of our technical support specialists using phone, web, and remote access. You will need to contact Open Labs technical support to schedule your training session in advance. This one-time service is only available during year 1 of your Open Labs hardware product. The remote access training requires that the customer have high-speed internet connection with their Open Labs hardware product.
“How To & Usage Training” Sessions
Once you have your Open Labs hardware up and running, you can contact Open Labs technical support and schedule remote customer training for your Open Labs system. Platinum Service “How To & Usage Training” sessions are one-on-one remote training with an Open Labs specialist using phone, web, and remote access that can be used anytime within the term of your Platinum Service. The remote access training requires that you have high-speed internet connection with your Open Labs hardware product. You can use your training sessions to ask questions on how to use your Open Labs hardware and software as well as limited 3rd party software (listed below under limited 3rd party software support) installed on your Open Labs hardware. Open Labs will provide a limited number of “how to and usage training” sessions. The limited number of sessions you are entitled to is dependent on the specific term length of the Platinum Service you purchased and each session is limited to 1 hour in length. See the table directly below:
Platinum Service How To & Usage Training Sessions
Year 1 7 Sessions
Year 2 Upgrade 7 Sessions
or
Year 2 & 3 Upgrade 7 Sessions
Open Labs specialists will keep track of your sessions in 5 minute increments and also keep track of your remaining 1 hour sessions. To use your limited number of training sessions, you must contact Open Labs technical support to schedule your sessions in advance. Training sessions will be scheduled during normal business hours Monday – Friday from 10:00am – 6:00pm CST. Open Labs reserves the right to change or reschedule training sessions at its sole discretion.
Platinum Service How To & Usage Training Sessions do not include assistance with Virus or Spyware issues on your Open Labs hardware.
If you need additional How To & Usage Training Sessions, you can purchase additional sessions as long as your Open Labs hardware is still under the term of a Platinum Service Contract. Sessions are available in 1, 3, and 5 session bundles limited in length to 1 hour each session. Prices are as follows and are subject to change without notice:
o 1 Session (limit 1 Hr.) $99.00
o 3 Sessions (limit 1 Hr. each) $249.00
o 5 Sessions (limit 1 Hr. each) $349.00
Limited 3rd Party Software Support
Open Labs will provide “best effort” support and assistance on limited 3rd party software installed on your Open Labs hardware by an Open Labs specialist via phone, email, or remote diagnosis. Support is limited to the following 3rd party software:
• Pro Tools
• Cubase/Steinberg ‘family’
• Sonar/Cakewalk ‘family’
• Ableton Live
• Reason
• Sony Creative ‘family’
• Native Instruments Komplete
• Waves
• Spectrasonics plugins
• WaveLab
• Fruity Loops/FLStudio
• And most VST instruments and virtual effects
By requesting Technical Support for third-party product, Customer represents and warrants that the copy of the third-party product is legally registered by the user and is a legally authorized copy of the third-party product for which support is requested. Open Labs reserves the right to change, add, or discontinue any 3rd party software support at its sole discretion.
Plus Access to Technical Support on Saturday
Open Labs will also provide access to technical support specialists via phone, email, or remote diagnosis for Platinum Service hardware customers on Saturdays as well as normal technical support hours of operation Monday – Friday between 10:00am – 7:00pm CST. This Saturday support is available during the term length of your Platinum Service contract. Platinum Service technical support assistance on Saturday is limited to Open Labs hardware & software issues as well as Platinum 3rd party support services. Training sessions are not available on Saturdays. Open Labs reserves the right to change the Saturday hours of operation at its sole discretion.
Refunds
Any return amount is subject to reduction based on a deduction for services rendered. The value of services rendered is based on a pro-rata of training sessions rendered ($69.80 each based on the 5 session bundle price) and the term length that has passed from the original purchase date of the Open Labs product.
Cancellation
Open Labs may cancel this Service at any time during the Service term if the Customer fails to pay the total price for this Service in accordance with the invoice terms; Customer fails to abide by the terms of this Service Description; or Customer’s repeated misuse of this Service for out of scope issues. Open Labs may, at its discretion, terminate this Service on thirty (30) days notice to Customer, in which case Customer will be entitled to a pro-rated refund of any unearned fees for the Services that Customer paid either as a measure of time passage or time spent whichever is greater.
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PRODUCT REGISTRATION
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