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 – One (1) 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

        •    Hardware Warranty

        •    Breakdown and repair labor coverage

        •    Option for 24/7 support package (extra charges)