Support Services from Tobii Pro

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1 Support Services from Tobii Pro Service Description Applicable January 1, 2018 Comprehensive description of the support service and hardware warranty coverage from Tobii Pro.

2 Summary Introduction General Conditions Support Contract - Definitions - Coverage and validity - Price and discount - Service level - Support consultancy Hardware Warranty and Repairs - Warranty - Out of warranty - Subscription/rental - Tobii Care - Preventive maintenance - Repairs Introduction This document describes the terms and coverage of the products support contracts for both software and hardware from Tobii Pro, as well as the warranty and repair conditions for hardware products. General Conditions Support Contract Definitions Account: A customer (university or commercial entity) who purchased hardware and/or software from Tobii Pro. Asset: An asset corresponds to a purchased Tobii Pro eye tracking device or Tobii Pro software license activation. The Tobii Pro SDK is a free product and, thus, not an asset. User: Any person permitted by the account holder to use a purchased asset from Tobii Pro. Tobii AB (publ) 2

3 Coverage and validity The Support Contracts cover the users of an account and is limited to the assets purchased under that specific account. The Basic Support Contract is free of charge and valid from the time of purchase of Tobii Pro hardware or software until the product is discontinued and set as end of support. The Premium Support Contract is valid for one year upon purchase of the Premium Support Contract. Any additional asset from Tobii Pro purchased during the validity of the Premium Support Contract is covered by the agreement until it expires. The Premium Support Contract renewal may be purchased on an annual basis. Multiple years may be purchased at once. Only valid Support Contracts are eligible for support service from the Support Team at Tobii Pro. Tobii Pro SDK and Tobii Pro Upgrade Key are only eligible to Basic Support. Price and discount The annual price of the Premium Support Contract is based on the number of purchased assets at the date of the renewal. You should consult your account manager or the Support Team at Tobii Pro for an updated price. A volume discount plan based on asset number applies. Service level The Support service is limited to the asset covered by the Support Contract under normal use as defined in the product user manual and product specifications. For Basic Support Contracts, non-compliance of the recommendations and specifications might lead to extra charges, cf Support Consultancy section. Custom software/application development and third-party software/hardware are not included in the Support Contract. Contact Support will be delivered only if a support ticket is opened through an official channel. The Support team at Tobii Pro may be contacted worldwide at Support is delivered in English, Mandarin and Japanese (German, French, Spanish or Russian upon availability) in different time zones according the following scheme: Europe: Support hours: Monday to Friday: 8am 6pm (UTC+1) Summer hours: Monday to Friday: 9am 5pm (UTC+1) North America: Support hours: Monday to Friday: 8am 6pm (US Eastern Standard Time) Japan: China: Support hours: Monday to Friday 5.30pm (UTC+9) Support hours: Monday to Friday 5.pm (UTC+8) Tobii AB (publ) 3

4 Service The Basic Support is limited to: - Tobii Pro hardware troubleshooting - Tobii Pro software bug reporting - Access to the support team only through the online form: - Online documentation, FAQs and on-boarding programs for usability questions The Premium Support includes all services from Basic Support plus: - Phone access - Priority treatment 1 st answer within 1working day Resolution 90% within 5 working days - Access to remote support - Offering workarounds or tips for better usage when possible - Explaining unclear product concepts or features - Escalating feedback on products to other departments at Tobii Pro Support consultancy Outside of the Support Contract coverage, support consultancy may be charged or purchased on an hourly basis. This can include, but is not limited to, custom software development, corrupted project recovery due to improper use of the product, problems or questions not covered by the Basic Support Contract, etc. This service is subject to resource availability. Consultancy should be agreed upon and purchased from the Support Team. Contact the Support Team at Tobii Pro for a quote. Hardware Warranty and Repairs Warranty Review your product description for details on the standard warranty period for your specific product. An additional annual extension of the warranty may be purchased by contacting your account manager at Tobii Pro. The warranty does not cover faults/damages that may occur if the unit is not used under normal conditions as defined in the product description. This document also does not include other types of accidents or handling the unit in a careless manner. These actions will void the warranty. Tobii AB (publ) 4

5 Out of warranty This includes voided warranties or devices broken and communicated to the Support Team outside of the warranty period coverage. Contact the Support team for the troubleshooting, diagnosis, and prices for any out-of-warranty repairs. Subscription Subscription devices are covered by Tobii Care. Tobii Care Tobii Care is an additional purchase. It covers any voided warranties and entitles the account holder to a replacement in cases of theft (for a contractual fee, with the submission of a police report). In case a unit is needed during the repair time a replacement can be arranged depending on stock availability. Shipping and handling fees will be charged in this case. Refer to Tobii Care Service Description for comprehensive terms and conditions. Preventive maintenance Preventive maintenance can be carried out on non-broken devices. This service may be purchased additionally. This includes cleaning, updating, performance checking, and recalibration, but it will not replace or cover repairs, if necessary. Consult the Support Team at Tobii Pro or your account manager for pricing. Repairs The repair process is initiated by the Support Team after troubleshooting the product. The technical support engineer is responsible for issuing the Return Material Authorization (RMA) and communicating the broken device return instructions. The customer is responsible for the cost of shipping the broken unit to Tobii Pro unless otherwise specifically agreed. Tobii Pro handles the cost of returning the unit. Repairs are carried out within two weeks of receiving of the broken device at the support office, unless a part is not available in stock and the customer is informed otherwise. Replacements and loan devices are not included in the repairs. A rental device may be purchased during repairs from your account manager at Tobii Pro (subject to stock availability). Tobii AB (publ) 5

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