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E-mail / Tel: 1-630-365-9403
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SiloTrackTM Cloud
Support Services Terms and Conditions
This document explains the support services (“Support Services”) provided by Monitor Technologies LLC (“Monitor” or "we" and related pronouns) to Customers of our SiloTrack Cloud service. The term “Customer” (also referred to by “you” and related pronouns) means a customer for the SiloTrack Cloud Service who has a current account for that service (an "Account") and is entitled to active support under a support plan. A. Support Requests As long as there are no past due amounts owing on your Account, you may submit requests for us to provide Support Service, as described herein, to address Problems with the SiloTrack Cloud Service. Standard Hours of Support: 8:00 am – 5:00 pm, Central U.S. Time, excluding weekends and holidays.
Method of Contact: Support Requests may be made by phone at (+1) 630-365-9403 during normal Hours of Support or by contacting techsupport@monitortech.com.
Content: Support Requests are to include:
- Customer name/company
- Name and contact information of person reporting problem
- Description of the problem and symptoms, and
- Steps taken to attempt to resolve problem
- Designated Support Contact(s): For security reasons, please provide us with a list of names and phone numbers of those who have been designated/authorized as support contacts to the SiloTrack Cloud account. You may designate up to 3 support contacts.
B. Response to Support Requests
Definitions:
A “Response” is an acknowledgement (phone or email) of an issue you communicate to us.
A “Problem” is a failure of the SiloTrack Cloud service to provide the Services in accordance with the Terms of Service.
Our Response: Upon our receipt of a Support Request from you via telephone or email, we will use commercially reasonable efforts to provide a Response the same day, or within one (1) business day.
Escalation process: If you believe the Problem requires a faster response time, you may request escalation of the Problem by contacting Technical Support team at 630-365-9403 or techsupport@monitortech.com. Escalation will be at our sole discretion and per our then-current support practices.
Your Assistance: You or your representative must be available during the resolution process to explain and/or describe the problem if Technical Support deems it necessary. Timely resolution of the problem may require you to provide supporting evidence of the problem. C. Support Scope
You acknowledge that:
- You will provide, or have available, an IT professional with full access and knowledge of facility’s network infrastructure.
- a TCP/IP connection between an Your device and the SiloTrack Cloud Service is required in order to make use of the Services;
- due to technical, geographic or political limitations or circumstances, You or Your devices may not be able to communicate with the Service and
- Monitor cannot guarantee that a device will be able to connect to the Services from every geographic location. You are responsible for determining whether You or Your devices are able to connect to the Service and whether the connection is of a quality sufficient to meet Your requirements.
- Reliable operation of customer network, servers, work stations, devices, etc.
- Reliable operation of internet connection or local cellular service.
- Error or interruption of use or for loss or inaccuracy or corruption of data or cost of procurement of substitute goods or services, or loss of business.
- Any matter beyond the reasonable control of Monitor, even if Monitor has been advised of the possibility of losses or damage.
- Attacks on or hacks of Your data, whether in transit or in storage
- Physical attacks or cyber-attacks upon the Service or its network or the networks or facilities of third-party suppliers; or
- The breach of or loss of privacy of email addresses, user names, passwords, phone numbers, confidential information or other content stored on Monitor equipment, transmitted over networks accessed by the Service, or otherwise connected with the use of the services.