Company Policy
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TraceSpan Communications Support Policy and Processes
This document details TraceSpan's Customer Support policy and procedures.
Support Services
The services detailed below are provided free-of-charge during the warranty period of
TraceSpan's products. The same services are also provided after the warranty period
in the frame of the maintenance and support contract purchased by the customer.
1. Training
Upon purchase of a new product TraceSpan will provide initial training to the
customer via the web. The purpose of this training session is to provide the customer
with the required information and knowledge to start using the TraceSpan product.
The session date and time and its agenda are coordinated and agreed between
TraceSpan and the customer. A typical training session takes between 1.5 and 2 hours.
TraceSpan recommends an additional advanced session several weeks after the initial
session, to cover advanced topics and answer questions that the customer may have
after gaining some experience with the equipment. This training session is also
included in the warranty and the support contract.
Additional training sessions are provided upon customer request for no additional
charge throughout the warranty and maintenance contract periods.
2. Product Support
Standard product support is provided via e-mail or phone and includes response to
questions related to the product's features and operation, as well as assistance in the
usage of the product for the customer's specific applications.
Response time is typically in the same or next business day, as per the standard
working days in Israel.
3. Handling of Critical Bugs
If a critical bug is found by a customer, TraceSpan will do its best to provide a
solution or a reasonable workaround within a number of business days.
Non-critical bugs will typically be addressed in the next official software version, and
minor bugs or cosmetic ones may be delayed to a later software version.
© 2002 – 2022 TraceSpan™ Communications Ltd. All Rights Reserved.
Proprietary and Confidential
Last Updated: May 29, 2022
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Company Policy
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4. Software Upgrades
TraceSpan periodically releases new software version for all of its products.
A new software version typically includes one or more of the following:
• Support for standard amendments
• Performance and functionality improvements
• New features and capabilities
• Bug fixes
New versions are typically released between one and three times per year for every
product, depending on the product's phase in its life cycle, availability of relevant
standard amendments requiring product adaptation, customer requirements for new
features and bugs requiring solution.
TraceSpan holds a customer database for the purpose of software version distribution.
Among others, this database includes the list of customers for each of the products,
their contact persons and their warranty or maintenance contract expiry dates.
Whenever a new software version is available, the customer's contact person(s)
receive an automated notification e-mail with a link to download the upgrade files.
These files may be downloaded from the customer's area on TraceSpan's website,
which is accessed using the customer's unique user name and password.
5. Repair and Replacement of Faulty Units
In case of a hardware fault, after confirmation by TraceSpan's Customer Support
representative, the customer will receive an RMA to ship the faulty unit for repair.
The turnaround time for repair is typically the shipment times to and from TraceSpan,
plus an additional week at the maximum for repair and testing of the equipment.
Freight and shipment charges of the repaired products are paid by TraceSpan. Freight
and shipment charges for shipment to TraceSpan are paid by the customer.
TraceSpan™ Communications Contact Information
E-mail: [email protected]
Web: www.tracespan.com
© 2002 – 2022 TraceSpan™ Communications Ltd. All Rights Reserved.
Proprietary and Confidential
Last Updated: May 29, 2022
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