PTI Security Systems Technical Support Agreement Plan
TO PURCHASE A PREFERRED SUPPORT AGREEMENT, please call us at 800-523-9504 between 8am – 5pm EST Monday - Friday
PTI Security Systems will provide support on the PTI or Digitech access control system. The support agreement only includes telephone, email and internet to (i) diagnosis problems (ii) suggested resolution of the reported issue. PTI Security Systems will provide best effort support on a business day basis. Business day is defined as 8:00 AM – 8:00 PM eastern standard time, excluding holidays and weekends. Customers with support agreements will receive priority support before those that have not purchased agreements.
PTI Security Systems will use its best efforts to resolve any reported issue. The Support Agreement only covers PTI or Digitech branded access control products. Some of the items not covered in the support agreement include video systems, gate operators, music and paging systems, etc... This Support Agreement does not cover any third party products. This agreement does not include hardware services, user-training, onsite services, creation of custom reports or format. During the course of providing support under this agreement, PTI Security Systems may suspect or diagnose hardware or problems, in which case the customer will be referred to a qualified technician. PTI Security Systems may interact with this qualified technician as required. This agreement does not cover any cost or expense associated with a qualified technician.
All requests for support should be created by the customer using the PTI Support Ticket Center at https://support.ptisecurity.com/.
During the term of this agreement, PTI Security Systems may provide the Customer with access to copyrighted patches, updates, releases and new versions of the access control software along with other generally available technical material. These maintenance materials including the software may not be used to increase the licensed number of versions or copies of the software. The customer agrees not to use or transfer the prior version but to destroy or archive the prior version of the Software. All patches, updates, release and new versions shall be subject to the license agreement related to the software. If a physical copy is required by the customer, it may be ordered at the prevailing rate by contacting the PTI Security Systems Sales Department.
PTI Security Systems will undertake all reasonable efforts to provide technical assistance under this agreement and to rectify or provide solutions to problems where the system does not function as described in the documentation, but PTI Security Systems does not guarantee that the problems will be solved or that any item will be error-free. This agreement is only applicable to PTI Security System products (PTI and Digitech). PTI Security Systems will provide the Customer with substantially the same level of service throughout the term of this agreement. PTI Security Systems may from time to time, however, discontinue certain products or versions and stop supporting Software products or versions, or otherwise discontinue any support services. THE FOLLOWING WARRANTY IS IN LIEU OF ALL OTHER WARRNTIES, CONDITIONS OR PROMISES TO THE CUSTOMER OR ANY THIRD PARY, EXPRESSED OR IMPLIED, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPORSE, OR ARISING BY STATUE, LAW, COURSE OF DEALING, CUSTOM AND PRACTICE OR TRADE USAGE, EXCEPT AS PROVIDED ABOVE, THE SUPPORT AGREEMENT IS PROVIDED ‘AS IS’. PTI Security Systems is not liable for incidental, special or consequential damages for any reason (including loss of data or other business property damage), even if foreseeable or if Customer has advised of such a claim. PTI Security Systems’s liability shall not exceed the fees that Customer has paid under this agreement. Customer agrees that the pricing for the services would be substantially higher but for these limitations.
IN NO EVENT WILL PTI SECURITY SYSTEMS BE LIABLE FOR ANY LOST REVENUE, PROFIT, OR DATA, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL, OR PUNITIVE DAMAGES HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY ARISING OUT OF THE USE OF OR INABILITY TO USE THE ACCESS CONTROL SYSTEM, EVEN IF PTI SECURITY SYSTEMS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
This agreement does not include replacement or repair of keypads, controllers, hardware, and physical media or any other accessories or products. If it is determined that a product is required, the customer may purchase the product at the prevailing rate by contacting the PTI Sales Department.
5. GOVERNING LAW
The parties herby agree that any dispute regarding the interpretation or validy of, or other wise arising out of, these standard terms and conditions, or relating to the support hereunder shall be subject to the exclusive jurisdiction of the courts, and governed by the laws of, the State of Arizona without regard to that body of law controlling conflicts of law.
6. UNENFORCEABLE PROVISIONS
In the event that any of the provisions of this Agreement shall be held by a court or other tribunal of competent jurisdiction to be unenforceable, the remaining portions of this Agreement shall remain in full force and effect.
The failure of either party to enforce at any time, or for any period of time, the provisions hereof shall not be constructed to be a waiver of such provisions or of the right of such party to enforce each and every such provision.
This Agreement constitutes the entire agreement between the parties hereto pertaining to the subject matter hereof, and any all written or oral agreements heretofore existing between the parties hereto are expressly canceled. Each part acknowledges that it is not entering this Agreement on the basis of, and has not relied on, any representations not expressly contained herein. Any modifications of the Agreement must be in writing and signed by both parties hereto.
Support Agreement Terms and Conditions
By purchasing a support agreement for a PTI Security Systems product, you are agreeing to the following terms and conditions.
1. Recurring Subscription Payments
You are purchasing an automatically renewing support agreement. Your account will be charged each period on the anniversary date of your purchase.
2. Subscription Amount
The Support Agreement Amount is the price shown on the PTI Security Systems support web site (support.ptisecurity.com). You can view the current pricing on the PTI Security support agreement purchase page. PTI Security Systems reserves the right to change the Support Agreement Amount. If the amount does change, at the time your Agreement is set to renew, you will be given the option of renewing your Agreement for the new amount, or canceling it.
3. Services Provided
The Services provided under the support agreement and which you are subscribing to are listed in the PTI Security Technical Support Agreement Plan which constitutes part of these Terms and Conditions.
This support agreement is specific to the a single self-storage facility and the PTI Security access control software that it is associated with. If you own more than one self-storage facility, you will need to purchase a separate support agreement for each self-storage facility for which you wish to obtain the Services.
5. Subscription Cancellation
You can cancel your Agreement at any time. However, you will not be reimbursed for any unused time or services. If you cancel your Agreement, you will no longer be eligible for the Services provided as part of this Agreement after your current expiration date elapses.
6. PTI Security Systems End User License Agreement
Except for the Terms and Conditions included above, your relationship with PTI Security Systems, and your use of all PTI Security Systems software and related services are governed by the terms and conditions contained in the PTI Security Systems End User License Agreement, which you have agreed to when you installed and began to use the software.