This service has 3 parts as defined below: System Monitoring, Software Subscription, and Technical Support.
OpenTech will monitor the performance and status of the kiosk during existing technical support hours of operation, provided Internet access to the kiosk is available. OpenTech will proactively open a trouble ticket for any problems discovered and work to resolve the issue. Status conditions monitored include system availability, system errors, configuration setting incompatibilities, etc.
The kiosk hardware is controlled by several software modules, some that operate on the PC of the kiosk to control the hardware components and some that runs in the cloud and connects to a customer’s property management system. OpenTech regularly updates and upgrades this software providing new features and fixes to reported bugs. These INSOMNIAC software upgrades and enhancements will be distributed electronically on as they become available.
Management software interface upgrades and enhancements will be made available as soon as reasonably possible after the management software is upgraded. Any fees charged to OpenTech by a customers’ vendor (Vendor API fees) will be passed on to customer in addition to an administration fee.
OpenTech employs trained technicians to answer questions and resolve customer issues. These technicians will be available by phone or email. OpenTech technicians will open a ticket in the OpenTech customer support system for each customer issue reported. If a customer issue is not resolve on the original call the ticket will remain open and monitored by the OpenTech Technical Support Team until the issue is resolved. Customers may request to have their issue escalated to the Technical Support Manager if they feel they are not getting superior service.
Customers are expected to make reasonable efforts to assist in diagnosis and resolution of any reported problem. Technical Support is only provided for OpenTech products and does not include resolving issues related to the customer’s network or other internal infrastructure issues.
In order to offer customers superior customer service, we must prioritize our response to meet the needs of the most severe issues first. The following defines the different levels of severity:
Severity 1: Kiosk is not operational.
Severity 2: A transaction has failed.
Severity 3: A component of the kiosk is not operating properly.
Severity 4: General question on how something on the kiosk works.
This service includes all the benefits of the Lifetime Service with the added benefit of protection for failed kiosk hardware components. INSOMNIAC kiosks are designed to be serviced by self-storage managers with the assistance of an OpenTech support technician over the phone. Should any component be required to be replaced, it is the self-storage managers’ responsibility, or their designated service person, to physically replace the component in the kiosk and promptly return the defective component for analysis.
If kiosk hardware components fail from normal use or found to be defective, they will be repaired or replaced as part of this service.
Damage to the kiosk hardware as a result of neglect, failure to perform regular scheduled maintenance and cleaning is the Customers responsibility and not covered under this service. Fire, water damage, theft, natural disaster, or vandalism is not covered under the Lifetime Protection Program and should be covered under the Customers property insurance policy. However, OpenTech Technical Support will still assist customers to replace the hardware needed to get the kiosk operational. Replacement hardware can be ordered from OpenTech to replace hardware damage not covered by the Lifetime Protection program.
Once notified by the property manager that there is a problem with a component of the kiosk, the OpenTech support technician will attempt to diagnose the problem with the manager over the phone and by logging onto the kiosk remotely. If the support technician is not able to resolve the issue with the component a replacement component will be ordered and shipped to the facility. The manager is responsible for contacting OpenTech support once the replacement component arrives so OpenTech support can walk the manager through the replacement of the component.
Each replacement component package comes with a return shipping label which is to be used to return the defective component. If the customer fails to return the defective component within 14 days of receipt of the replacement component, the customer will be invoiced for the replacement component.
Under the Lifetime program, you may request OpenTech to arrange for a third-party technician to be dispatched to the customer location. This service will be based upon requests from customers and a fee will be charged.
This service is done at OpenTech’s sole discretion. If the problem is determined to be caused by the actions of the customers representative or neglect, the customer will be billed for the travel expenses associated with the on-site service call.
OpenTech will complete any required on-site service for the first 90 days from delivery of the INSOMNIAC Kiosk at no charge.