Technical support includes, but is not limited to, the following:

1. Fault Reporting

2. Operational problem consultation;

3. Emergency recovery expertise;

4. Remote assistance;

5. Emergency on-site assistance for service affecting situations which cannot be corrected locally by the customer or remotely by support personnel;

6. Problem escalation;

7. If Installation or hardware replacement is provided by Fortress Solutions, then Fortress Solutions’ installation personnel shall be responsible for obtaining the support needed for the correction of defects and problems occurring during installation or hardware replacement. The customer will provide acceptance of the total system;

8. Material defect investigation and resolution;

9. Maintenance/trouble shooting assistance;
Procedural advice

10. Procedural advice