Support and Maintenance Services Description

Subject to Customer’s payment of all applicable Maintenance Fees, Martineau shall provide support as follows:

Upon Customer’s report of an issue submitted via email to support@canarytank.com, Martineau will acknowledge the request within 24 hours, create a support ticket, and will propose to Customer time slots to perform a remote problem diagnostic using Google Meet. Customer shall provide all reasonable assistance to facilitate the remote diagnostic.

Once the diagnostic has been completed:

• If the issue is software related, a remote fix will be attempted.
• If the problem is hardware related:
  • If the issue is related to a defective, replaceable part, such as a camera or laser, Martineau will ship a replacement part to Customer and will remotely guide Customer in performing the replacement.
  • If not, Martineau will ship an entire replacement system to Customer and will remotely guide Customer in performing the replacement.
• For any issue that cannot be resolved remotely, Customer will have the option to request an onsite visit by a technical support specialist. In such event, Customer shall be responsible for associated travel costs.

Martineau’s obligations hereunder will not apply, and Martineau shall have no obligation to provide support for issues that are attributable to (a) non-Martineau infrastructure or Internet connectivity problems, (b) any Customer equipment, (c) Customer’s failure to follow, implement, or maintain the requirements set forth at: https://www.martineau.com/canarytank/customersiderequirements/, or (d) a Force Majeure condition as described in Section 11.9 of the Terms.