Customer Technical Support Services Policy

nSTREAMS Technologies, Inc. (nSTREAMS) is committed to provide our valued customers with high quality, friendly and timely responses of technical support services. nSTREAMS has established an in-house 24x7x365 tier-3 technical support service group to support, troubleshoot and diagnose Hospitality Video On Demand systems. In order to make support services more effective and efficient as well as affordable to our customers, nSTREAMS has defined the coverage of customer technical support services below. The customer technical support services are provided in a form of 800# customer call support and/or email response. The customer technical support services do not cover any nSTREAMS’s software product upgrade or hardware maintenance. nSTREAMS outlines the coverage and fee associated for each level of services so that you can select which level of services benefit you the most.

1. Every new Hospitality Video-On-Demand System purchased receives a one (1) full year technical support services starting from the ship date FREE of CHARGE. The technical support provides the customer to call or/and email nSTREAMS system related technical issues to nSTREAMS during normal business hours Monday through Friday 9:00 AM to 5:00 PM PST for resolutions. nSTREAMS will respond to the customer within two (2) hours from the reception of the call or email. In addition, new system also receives one (1) full year hardware warranty coverage excluding remote control, power transformer, IR keyboard and battery. nSTREAMS will repair all defected parts free of charge when customer follows nSTREAMS RMA procedure and returns the defected parts to nSTREAMS for repair.
   
   
2. nSTREAMS understands the urgency of resolving technical issues of the system to our customers. nSTREAMS provides two additional levels of technical support services for providing quicker response and 24x7x365 coverage. They are Level A – thirty (30) minutes respond time and Level B – one (1) hour respond time. Customer who purchases a new system can sign up for extended upgrade technical support service for an upgrade based on its operational requirements. Out of warranty system customer can also purchase any level of extended technical support services.
   
   
3. nSTREAMS will provide our customer with a toll free 877-988-8188 number and email support@nstreams.com to receive technical call support. In addition, a customer can call nSTREAMS office directly during normal business hours and enter extension ‘400’ at the prompt. Our technical support team will reply to the call immediately when we are available. Otherwise, the call will go into support voice mail and our next available technical staff will reply to the voicemail message immediately. For 877 telephone call support, our operator will take down your information and immediately locate one of our support staffs to call you back within the response time. For e-mail support, our technical support team will respond to the technical issues within the responding time when it is mailed to support@nstreams.com. If the technical staff determines that a live conversation is required, then our technical staff will initiate the call to the customer for details to further investigate and diagnose the issues.
   
   
4. In order to maintain operational consistency and high performance of Hospitality Video on Demand system, nSTREAMS technical staffs will recommend the customer to upgrade applications software and/or hardware components from time to time. For the fee for applications software and/or hardware components upgrade, customer can contact either nSTREAMS’ sales or service department directly.
   
   
5. nSTREAMS recognizes another “as needed” technical support service level for those customers who do not sign up extended technical support services yet need technical support when situation arises occasionally. Therefore, nSTREAMS provides a “per incidence” technical support level.