1.1. “You”, “Your” and “Customer” indicates the purchaser of this Service Agreement.
1.2. “We”, “Us”, “Our” and “Panasonic” indicate Panasonic Connect Europe GmbH and its affiliate companies.
1.3. “Service Agreement”, “Service Contract” or “this Agreement” indicates this Premium Plus HDVC Advanced Service Contract.
1.4. “Working Days” means Monday to Friday excluding weekends and UK public holidays.
1.5. “Working hours” means hours within 9am until 5pm CET time on a Working Day.
2.1. This Service Agreement is valid for 1 year from date of purchase of the Service Agreement and is only valid during the original warranty period of 3 years from the date of purchase of the HDVC Product.
2.2. This Service Agreement is valid for the product serial number that was registered during activation (see point 3) OR for the replacement product serial number.
3.1. To activate this Agreement you must email Panasonic on email@example.com within 60 days from purchase date, quoting your unique contract number (provided on the Certificate) and purchase date, together with the model and serial number to be covered.
4. Country and Language Support
4.1. Premium Plus Service is available for the following areas: European Union, European Economic Area, Switzerland and the United Kingdom.
4.2. We will provide First Level Support in all English, Spanish, French, German, Polish, Italian, Swedish and Dutch; however, for escalation to Second Tier Technical Support, the support language is English.
5. Service Request Procedure
5.1. In the unlikely event your product fails, please first check the "Trouble-Shooting" section of the Operating Instructions. If after checking the Operating Instructions, you still consider that the product is defective, please contact your Local Integrator or Supplier, which you bought the product from. In case they are unable to resolve the issue, you or your Integrator can contact our Customer Support Team by sending an email to firstname.lastname@example.org. If you prefer to contact us by phone, please visit http://business.panasonic.co.uk/service/contact-us for our telephone numbers. Before contacting us, please ensure you have the full model and serial number of the product to hand, as we will need these to verify your entitlement.
5.2. If your Service Agreement is not activated at the time you contact us for support, this Service Agreement will not apply (see point 3).
6.1. This Service Agreement and its registration can be cancelled or amended within sixty (60) days of purchasing it, providing no claim has been made. Should you decide to cancel it you need to send a written notification to the original supplier who sold you this HDVC Advanced Service Contract. On cancellation, you will receive a full refund.
7.1. This Agreement covers advanced shipment of a non-configured replacement unit to resolve any Product failures that are due to an inherent manufacturing or design fault (see point 10 for exclusions).
7.2. The non-configured replacement unit may be a refurbished product, which has been fully tested by Panasonic. The Panasonic warranty for the original HDVC product will transfer to the replacement product.
7.3. As part of this Service Agreement, our technical specialists will make contact within 3 working hours of receipt of the call or email to provide Technical Support, Remote Firmware Updates and Remote Assistance. The customer has to provide remote access for carrying out Firmware updates and Remote Assistance where deemed necessary by Panasonic, otherwise our ability to resolve the issue may be restricted.
7.4. If an issue cannot be resolved during our Call Back and if the customer has provided remote access for any Firmware updates or Remote Assistance, Panasonic will send a Replacement unit and cover the transport costs for returning the defective product to Panasonic.
7.5. Panasonic will test the defective product on receipt. If the defects are not due to an inherent manufacturing or design fault or the Service Agreement does not apply, Panasonic will inform Customer of this and indicate the costs for repairing the defective product. The Customer can then choose between:
i. Keeping the replacement product and covering the cost of repairs for the defective product, or
ii. Having the defective product back and returning the replacement product. The Customer shall be responsible for paying the transport costs.
7.6. Any exchanged product or parts replaced under this Service Agreement become the property of Panasonic.
7.7. Panasonic will select the carrier for transporting the defective unit and the replacement unit. If You are not available at the agreed time for the delivery of the replacement product and pick-up of the defective product, the carrier will leave a note for You to make another pick-up appointment with the carrier. After that, Panasonic will charge for any additional attempts to pick-up or return your Product.
8. Service Level
8.1. Technical Support Call Back will be provided within 3 working hours of initial call acceptance by our Customer Support Team or receipt of a support request email.
8.2. The next working day shipment time of the Replacement unit is defined as 8 working hours following the Call-Back by our technical team, see point 7.4 above.
8.3. Panasonic operate a quality Service Programme to confirm the customer satisfaction level. Panasonic may therefore contact you following the resolution.
9. Customer responsibilities
The Customer is responsible for:
9.1. Maintaining an up to date record of the configuration settings in order to be able to configure any replacement unit provided under the terms of this agreement.
9.2. Making the defective unit available for collection by our courier, including ensuring that the defective product is adequately packed using the packaging supplied with the replacement unit.
9.3. Providing remote access for Firmware updates and Remote Assistance.
The following is not covered by the Service agreement:
10.1. Installation, configuration and on-site support;
10.2. Support of customer’s network;
10.3. Connecting leads, display monitor;
10.4. User operation and training;
10.5. Any products or parts which have a limited natural life or which is considered to be a consumable, such as, but not limited to batteries;
10.6. Defects resulting from failure to use the product in accordance with the operating instructions or the technical and/or safety standards of the country where the product is used;
10.7. Defects caused by accident, fire, neglect, misuse, wear and tear, improper use, improper installation, smoke contamination, laser burn, introduction of liquid or other foreign matter into the product or occurring during transportation to or from the purchaser;
10.8. Defects caused by the use of non‐Panasonic parts or accessories or caused by adjustment, repair, modification or dismantling by a person not so authorized by Panasonic.
11.1. Panasonic shall not be held liable for failure or delay in the performance of any obligation under this Service Agreement caused by any circumstances outside its reasonable control, such as, but not limited to, fire, flood, war, industrial dispute, government action, or regulations, or failure or delay on the part of the suppliers or sub-contractors (e.g. Courier).
11.2. The purchaser’s sole and exclusive remedy against Panasonic under this Service Agreement is for Services detailed in point 7. No other remedy, including, without limitation, any claim for incidental or consequential damage or loss of whatsoever nature, shall be available to the purchaser.
12. Data Privacy
13.1. Panasonic may at any time subcontract or delegate in any manner any or all of its rights and obligations under this Agreement to any third party or agent, including authorised service centres.
13.2. All Intellectual Property Rights in or arising out of the Service, including in any software provided, shall remain the property of Panasonic.
13.3. Should any provision of this Agreement be or become ineffective, this shall not affect the legal effectiveness of the remaining provisions hereof. Such ineffective provision shall be deemed replaced by an effective provision which comes as close as possible to the parties’ economic intent.
13.4. This Service Agreement and any dispute or claim arising out of or in connection with it or its formation shall be governed by and construed in accordance with German Law. The courts of Hamburg, Germany, shall have exclusive jurisdiction to settle any dispute or claims arising out of this Service Agreement or in connection with it or its formation.
13.5. In this Service Agreement, “Panasonic” means the company identified below:
Panasonic Connect Europe GmbH
Hagenauer Strasse 43,