This procedure defines how we (NENCER) will carry out the warranty and maintenance for our website/software products. Each website/software may have its own detailed procedure.
Warranty refers to ensuring the proper operation of the system, which includes the following tasks:
- Resolving technical issues caused by the website/software itself.
- Upgrading the website/software.
Maintenance involves continuing to perform the above tasks after the warranty period has expired, at which point maintenance fees will be charged according to the attached maintenance pricing schedule.
1. Scope of Warranty and Maintenance
The warranty and maintenance cover errors in the website/software that we have developed. They do not include issues arising from other program errors, other website/software systems, operating system software, network software, or errors caused by environmental factors, operational mistakes, data issues, and hardware malfunctions.
In cases where warranty/maintenance requests include issues beyond the scope of our standard maintenance service (i.e., errors not originating from the software itself), the client is responsible for any additional costs. These additional costs will be communicated to the client by NENCER before proceeding with the work.
2. Procedure
a. Proactive Warranty:
- Review and Collection of Warranty Information:
NENCER’s designated personnel will periodically (monthly) monitor and review any errors in the system. If a system error is detected or when we release a new software version, NENCER will send a warranty notice to the client.
- Coordinated Scheduling and Resolution Plan:
Both parties will coordinate the timing and devise a plan to address the warranty issues.
- System Handover:
Once the warranty work is completed, NENCER will hand over the system back to the client.
b. Reactive Warranty:
- Client Request:
The client submits a warranty request to NENCER upon discovering a system issue or error.
- Information Collection and Response:
NENCER collects the relevant information and proposes a resolution plan, responding to the client within 24 hours for urgent issues.
- Issue Resolution:
NENCER proceeds to resolve the issue once the client approves the proposed plan.
- System Handover:
The system is handed back to the client after the warranty work is completed.
3. Warranty and Maintenance Duration
- Warranty Period:
12 months from the system deployment date for the client, or as specified by the usage package.
- Maintenance Period:
Maintenance is provided indefinitely, based on an annual maintenance fee.
4. Maintenance Fees
The maintenance fee for websites/software after the warranty period is 20% of the contract value per year, or as specified in the pricing schedule for specific software packages.
5. Contact Information for Maintenance
- NENCER ONLINE SOFTWARE CO., LTD.
- Address: 6th Floor, No. 150 Tran Vy, Mai Dich Ward, Cau Giay District, Hanoi, Vietnam
- Consultation and Support Hotline: 0969110811
- Email: [email protected]
6. Maintenance Incentives
When you engage in regular maintenance services, you will receive the following benefits:
- Discounts on Service:
Reduced fees for additional modules for the information portal if needed.
- Free Support and Consultation:
Complimentary support and advice for system expansion.
- Priority Free Access to Annual Training:
Priority participation in free annual training sessions (if available).
- Reduced Training Fees:
Discounts on training and support services for using new versions of the system.
All details regarding the warranty and maintenance of websites/software, as well as the pricing policies of NENCER ONLINE SOFTWARE CO., LTD., are specified in the contract signed with the client.
