Terms and Conditions of Sale
Last updated: September 7, 2023
Buyer’s use of the Products may also be governed by Product-specific terms and conditions. In the event of a conflict between these Terms and Product-specific terms and conditions, Product-specific terms shall take precedence. These Terms may be updated from time to time at Seller’s sole discretion, and the change shall take effect on the date the updated terms are published. Buyer’s continued purchases from Seller constitutes acceptance of the terms and conditions as changed.
END-USER LICENSE ADDENDUM
PLEASE READ THIS EULA CAREFULLY BEFORE USING OR DOWNLOADING HOWARD COMPANY DIGITAL SIGNGE SOFTWARE. BY DOWNLOADING OR USING THE SOFTWARE OR ANY SOFTWARE UPDATES, AS APPLICABLE, YOU ARE AGREEING TO BE BOUND BY THE TERMS OF THIS EULA. IF YOU DO NOT AGREE TO THE TERMS OF THIS EULA, DO NOT DOWNLOAD OR USE THE SOFTWARE OR ANY SOFTWARE UPDATES.
ADDENDUM REGARDING CREATIVE SERVICES
This Service Level Agreement (“SLA”) between Howard Company, Inc (“The Howard Company”,”THC”, “us” or “we”) and users of The Howard Company Digital Technical Support Services (“you”) governs the use of the service under the provisions of our General Terms & Conditions. Unless otherwise provided herein, this SLA is subject to the provisions of the Terms & Conditions of Sale.
This SLA does not apply to other Howard Company service offerings, such as Professional Creative Content Services and Installation Department Services.
This service commitment does not apply to any Unavailability:
This policy outlines The Howard Company’s Digital Signage Technical Support practices and resources.
We offer several options for technical support. All accounts that have paid their Annual Maintenance & Hosting agreements get support. Support included:
Support does NOT include:
Support Business Hours
Normal business hours are 8AM-5PM Central Time. Customers shall have access to THC support during business hours with limited on-call support during off hours. Support can be contacted using the below information.
|Severity Level||Service Description||Response Time||Escalation Procedure|
|Critical||Complete system outage to core business functionality or all end points are experiencing major disruption.||1 Hour||Support will log the issue and begin work on a resolution. An escalation will occur within (4 hours) if a resolution is not possible within that time.|
|High||One or more end points are inoperable. Core business functionality disrupted.
-Critical feed issues
|1 Hour||Support will log the issue and begin work on a resolution. As escalation will occur within (8 hours) if a resolution is not possible in that time.|
|Moderate||All points are operable with non-business critical disruption.
|8 Hours||Support will log the issue and begin work on resolution. Escalation will be initiated within (2 days) if a resolution is not possible within that time.|
|Low||Questions, training, purchase requests along with other non-technical or system performance issues.||24 Hours||Escalate to the appropriate department for resolution.|
1. Introduction: This Service Level Agreement ("SLA") outlines the terms and expectations for the provision of content management services ("Services") by The Howard Company ("Service Provider") to the Client's company ("Client"). This SLA defines the roles, responsibilities, performance metrics, and remedies agreed upon by both parties.
2. Scope: The Services covered by this SLA include, but are not limited to:
3. Performance Metrics:
3. Professional Services Hours and Billing:
Service Provider Responsibilities:
6. Reporting and Communication:
7. Dispute Resolution:
8. Review and Modification: