MWI Standard Support Terms & Conditions for IoT deployment
Default Support Scope (Free-of-charge):
• Support hours – Monday to Friday, 0900 AM to 1800 PM excluding Public Holidays
• Response to first notification time – Three (3) business day
• Remote support
• Ad-hoc On-site support (Chargeable, rates depends on factors such as country of site, etc.)
Standard Scope of work for Preventive Maintenance (Paid yearly):
MWI provides optional Maintenance Services on client’s specified schedule (e.g. yearly, bi-yearly, etc.).
• Preventive maintenance documentation
• On-site equipment status check and recording
• Replacement of battery for sensors with battery level below 20%
• Update firmware if needed
• Cloud system report
Scheduling Preventive Maintenance Service:
Clients are to schedule the preventive maintenance service two months prior to the desired date for preventive maintenance by sending an email to iot.support@mwi.com.sg with the email title – [Client Name] PM Request.
Only clients who paid for the preventive maintenance services are able to schedule.
Standard Scope of work for Comprehensive Maintenance (Paid yearly):
• Preventive maintenance scheduling
• Preventive maintenance documentation
• On-site equipment status check and recording
• Replacement of battery for sensors with battery level below 20%
• Update firmware if needed
• Cloud system report
• Breakdown and repair labor coverage
• Option for 24/7 support package (extra charges)