Technical support and service level agreement (SLA) Guarantee the optimal condition of your equipment, keep your software in the latest official version and provide support for possible problems that may arise in daily use. Technical support is provided by Global Med Marketing SAS, which will be responsible for escalating any unresolved event to the manufacturer’s support department (Software). The support policy of Global Med Marketing SAS is governed by the Support Level Agreement (SLA), under the following general conditions:

1. Definitions
2. Service Levels
3. Note on Third Party Software

• Business Day: Monday to Friday, excluding holidays.
• Working hours: 8:00AM – 5:00PM.
• Software: Denty View software developed by the company Global Med Marketing SAS including patches, updates and software renewals.
• Hardware: Components on which the software is running.
• Third party software: Software not developed by Global Med Marketing SAS
• Error: Verifiable and reproducible failure that does not allow the Software to meet the specifications, excluding cases in which they do not exist.
• Followed the operating procedures documented by Global Med Marketing SAS failures that occur due to inadequate configuration of the software or third-party software, failures that occur due to errors in the third-party software and failures that occur due to hardware errors.
• Critical Functionality: Functionalities without which the Global Med Marketing SAS software is unusable. Excludes interfaces with third-party software.
• Operation procedures, configuration and software patches, updates or renewals.
• Patch: One or more updated software files that resolve(s) a bug.
• Software Update: A new installation package that may contain small new features, but is primarily intended to resolve bugs.
• Software Renewal: A new installation package that contains a significant amount of new functionality, but may also fix bugs.

P1. Critical functionality is not usable and there are no palliative solutions available:
• Report Method: The service must be generated through the Global Med Marketing SAS support page or through the support line.
• Response Time: Three business hours from the generation of the service order.
• News report: Every six business hours.
• Work Hours: 8:00AM – 5:00PM, Monday to Friday, excluding holidays.

P2. Non-critical functionality is not usable:
• Report Method: The service must be generated through the Global Med Marketing SAS support page or through the support line.
• Response Time: Next business day.
• News Report: Every week during business hours.
• Work Schedule: Working hours.

P3. The software works but has minor errors:
• Report Method: The service must be generated through the Global Med Marketing SAS support page or through the support line.
• Response Time: Two business days.
• News report: Whenever they are available, during business hours.
• Resolution Time: Next software update.
• Work Schedule: Working hours.

Q4. Trivial errors in the software or documentation:
• Report Method: The service must be generated through the Global Med Marketing SAS support page or through the support line.
• Response Time: One week.
• News report: Whenever they are available, during business hours.
• Resolution Time: Next software update.
• Work Schedule: Working hours.

In all of the above cases, the request will be attended to remotely via the internet. After the diagnosis and only in the case of determining the need for the transfer, this will be scheduled, if possible, within the next 8 business hours.

As mentioned in the previous cases, all technical service requests must be generated through the Global Med Marketing SAS support website, providing clear, timely and pertinent information about the request.

Only in the event that the Global Med Marketing SAS support website cannot be accessed in any possible way, an email must be sent to support@globalmedmarketing.co indicating in the subject: the name and headquarters of the client, the product in question (with the serial number if applicable) and the reason for the request; In the body of the message, a detailed, timely and relevant description must be made about the reason why the technical service is being requested.

Only in the event that the Global Med Marketing SAS support website cannot be accessed by the client and, in the same way, it is not possible for the client to send an email to the Global Med Marketing SAS support email, the responsible personnel at DENTAL IMAGE. You must create the technical service request by calling the Global Med Marketing SAS telephone number: (+57) 3157061623 where you will specify in a clear, timely and pertinent manner the reason why the technical service is being requested, identifying yourself in advance as well as the product in question.

Global Med Marketing SAS is not responsible for errors caused by third-party software.