Maintenance, Repair and Support Plan for Products and Services

BioThentica’s current facilities at the corporate headquarters in Houston, incorporates customer service, sales, technical services, administration and operations.  In addition to our corporate headquarters, additional offices in Dallas and Austin have been established.  Our main maintenance and support facilities are located in Austin and in Houston.

Austin - Repair and Replacement Depot

21012 Highway 71 West, Suite 117

Spicewood, TX  78669

Houston – Technical Support Team (8AM-5PM CST)

11803 Grant Road, Suite 112B

Cypress, TX  77429 

Service and Support:  866-744-SCAN (7226)

Service and Support Email:  support@biothentica.com

For each of the services being offered by BioThentica, the company offers a guaranty of professionalism and thoroughness. 

Service Plan

At BioThentica, our service center is an extremely important aspect of our business.  Our support staff focuses heavily on providing a wide variety of services to clients.  By associating responsibilities with compensation, we ensure that the group is consistent in its focus.

Our service department will be completely automated.  All service calls and dispatching will be scheduled through our database which, in turn, will be linked to our billing system.  This database will be updated continually and clients, as well as our own staff, can obtain current information regarding any service call at any time.

Our trained technicians perform most of their work at the customer site.  When a repair cannot be made on site, the equipment is moved to one of our service facilities.  We are continually expanding our field service technicians and are also providing outsourcing services to our customers.  Outsourcing, or on-site technicians, has had a positive affect on BioThentica’s business, and we will continue to develop this aspect of our business. 

Our offices are staffed with Systems Engineers that are available to assist customers and technicians with technical information as well as software support.  We provide extensive software support for the products we sell.  Our service department keeps an extensive spare parts inventory for warranty and non-warranty repair.

Service Agreement

A large portion of our service business is the result of professional services agreements. Customers can be provided with upgraded service plans that enable them to receive remote technical support including troubleshooting and various forms of service.  The fees associated with extended services may be found within our catalogue items.

BioThentica products are engineered to meet the industry's highest quality standards. Building reliable systems is at the core of our design philosophy. In the unlikely event of a hardware technical problem, you will be covered by one of the most extensive standard and extended warranty programs in the industry

Technical Support Policy
Technician-assisted Technical Support requires the cooperation and participation of the customer in the troubleshooting process and provides for restoration of the hardware back to the original default configuration as shipped from the factory, as well as the verification of appropriate functionality of the system unit and all factory-installed upgrades. In addition to technician assisted Technical Support described above, online technical support is also available at http://www.biothentica.com.  Additional Technical Support options may be available for purchase.

Definition of "Factory-installed" Upgrades
Factory installed upgrades include any internal expansion cards, or SentryScan-branded options or accessories. In addition, any SentryScan-branded keyboards, mice, hamsters, networking products and all associated cabling are included.

Definition of "Third-Party" Hardware, Software and Peripherals
Third-party hardware, software and peripherals include any accessories or applications sold by BioThentica Corporation not under the SentryScan brand (e.g., computers, external power supplies, mag locks, etc.). Support for all third-party hardware, software and peripherals are provided by the original manufacturer of the product.

*Repair services are provided pursuant to the terms and conditions of your limited warranty and any optional support service contract purchased with the SentryScan hardware.

**All SentryScan-standard components included in a Custom Factory Integration project are covered by the standard BioThentica Corporatiion warranty. However, BioThentica Corporation also extends a parts replacement program to cover all non-standard, third party hardware components integrated through most SentryScan Authorized Dealers and all SentryScan Authorized Service Centers – please contact BioThentica Corporation for more details.

Technical Support
The Standard BioThentica Warranty also includes technical assistance through our BioThentica hotline to ensure total satisfaction with your BioThentica product. Simply call BioThentica Technical Support at 866-744-7226 (option 3) and a skilled technical consultant will be available to quickly and accurately assist you with any questions. Should our technical consultant determine that on-site service be required during the first year warranty period, BioThentica provides optional on site dispatch agreements should a service representative be required.

Hardware Support
BioThentica offers free telephone technical hardware support for end-users during the length of the standard warranty for all products.

Installation

Qualified installers will be present to implement and integrate (if agreed upon) the purchased biometric access control solution.  For installation, skilled facilities security installers are required for physical access installations.  In additions, all network installations require a trained IT installer.  Payment is due upon receipt of installation of product into the customer’s environment. 

Customization

After fully understanding and reviewing the implementation needed for the required customization project, a Statement of Work will be agreed upon which will include necessary test beds, piloting, milestones and associated payments.  All work must be done by a BioThentica Authorized Systems Engineer or SentryScan Authorized Dealer.

Training

Training will be preformed by professional trainers qualified in a field associated with biometric access control.  Training will include course evaluations, which will be reviewed and provided back to the customer in summary, as well as, DIR if requested.  All training must be preformed by a BioThentica Authorized Trainer.

Service Pricing

All service out of warranty pricing is based on per hour change.  For remote locations around Texas, travel and lodging expense may be assessed.  This would be determined at time of request for quote for product and services.

1-YEAR

LIMITED WARRANTY

This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state.

HOW LONG IS THE WARRANTY

BioThentica Corporation Inc. (hereafter BIOTHENTICA) warrants that this hardware product accessory (“Product”) is free from defective material and workmanship and, subject to the conditions set forth below, agrees to repair or replace any part of the enclosed Product which proves defective by reason of improper workmanship or materials for a period of one (1) year from the date of original retail purchase, without charge for parts and labor.

WHO IS PROTECTED

This warranty is limited to the original purchaser of the Product and is not transferable.

HOW YOU CAN GET WARRANTY SERVICE

Warranty service is available at any authorized BIOTHENTICA service center or BIOTHENTICA depot repair facility. For information call: 1-866-744-7226.

Proof of Purchase will be required by BIOTHENTICA to substantiate date of purchase. Such proof of purchase must he an original bill—of—sale or receipt containing name and address of seller, purchaser, and the serial number of the Product.

This warranty shall not he effective unless the Product was purchased directly from BIOTHENTICA or from a reseller or other person authorized by BIOTHENTICA to sell this Product.

To obtain service, the Product must be shipped, freight prepaid, or delivered to the authorized reseller from whom it was purchased or other ⁶cility authorized by BIOTHENTICA to render the services provided hereunder, in either the original package or a similar package affording an equal degree of protection.

EXCLUSIONS:           LIMITATION OF DAMAGES AND IMPLIED WARRANTIES

This warranty does not cover any Product (i) that has been altered, repaired, or serviced by anyone other than a service facility authorized by BIOTHENTICA to render such service, (ii) whose serial number has been altered or removed, or (iii) defect resulting from accident, misuse, or abuse or which Product was operated contrary to the instructions contained in the accompanying manual.

FOR INFORMATION, TELEPHONE 1-866-744-7226

For the name of your nearest authorized BIOTHENTICA service facility, contact BioThentica, Corp.,

NOTE:    All products returned to BIOTHENTICA for service MUST have prior approval. This may he obtained by calling the above number.

BIOTHENTICA MAKES NO OTHER EXPRESS WARRANTY WITH RESPECT TO THIS PRODUCT. ALL EXPRESS AND IMPLIED WARRANTIES FOR THE PRODUCT, INCLUDING BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN DURATION TO THE PERIOD OF THE EXPRESS WARRANTY SET FORTH ABOVE, AND NO WARRANTIES, EXPRESS OR IMPLIED, WILL APPLY AFTER SUCH PERIOD. SOME STATES AND JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.

EXCEPT FOR THE EXPRESS ONE-YEAR LIMITED WARRANTY TO REPAIR OR REPLACE AS STATED HEREIN, UNDER NO CIRCUMSTANCES SHALL BIOTHENTICA BE LIABLE IN ANY WAY TO THE END USER OR ANY THIRD PARTY FOR ANY DAMAGES IN CONNECTION WITH THE SALE, PURCHASE OR USE OF THE PRODUCT, INCLUDING BUT NOT LIMITED TO, ANY LOSS OF DATA, BUSINESS OR PROFITS, OR ANY OTHER DIRECT, INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES, WHETHER OR NOT FORESEEABLE AND WHETHER OR NOT

BASED ON BREACH OF WARRANTY, CONTRACT OR NEGLIGENCE, EVEN IF BIOTHENTICA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES AND JURISDICTIONS DO NOT ALLOW EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE EXCLUSIONS OR LIMITATIONS MAY NOT APPLY TO YOU.

Philosophy

BioThentica continues to define its business philosophy along two paths.  First, BioThentica has always approached its business decisions conservatively and judiciously.  These decisions will affect the BioThentica community for years to come.  Secondly, BioThentica approaches its relationships with customers very aggressively.  The overall driving force in these relationships is responsiveness and proactive customer service.

Summary

BioThentica is uniquely positioned to capitalize on several prevailing trends in the computer industry.  Through our “focus” on the customer and their needs we can respond quickly to the changing marketplace.  We strongly believe that “focus” is the key word.  As a result, we have structured the company into specific smaller organizations, each “focusing” on a specific market niche.  We are well positioned to offer unique product offerings, the technical support and the necessary vision to achieve “A New Level of Service.”

BioThentica’s marketing strategy is to enhance, promote and support manufacturing and distribution of technological products through exhibiting unique features, superior benefits, and to establish market position and presence.