Additional charges apply.
Customers are provided with the mobile telephone, voice mail and pager numbers of primary and secondary Field Engineers. Field Engineers will make every reasonable effort to respond to the customer by telephone within 4 hours. Field Engineers will make every reasonable effort to arrive at the customer's site within 12 hours. Response times to remote locations may vary. Planned maintenance is work performed on a piece of equipment or environment on a scheduled basis, based upon published routine maintenance procedures for that equipment or environment.