MyScanner Annual Service & Support Subscription
What you get!
MyScanner access which includes:
- Secure real-time access to all your LVS/MPS scan records in the cloud.
- 3D load profile of scans*.
- Remote control access of your LVS/MPS systems out in the field.
- Real-time dashboard that provides a summary view of each scanner’s activity and identifies errors and warnings.
- The ability to export scan data in supported formats and view and graph historical data to get a more in-depth overview than ever before.
- Editing and adding manual scan records.
- Full access to the MyScanner API which allows you to integrate with 3rd party applications such as ERP, ticketing, accounting, and billing software.
*Compatible LVS/MPS hardware required for 3D profiles of scans
Support which includes:
- Remote support access with industry standard SLA response and resolution times.
- Remote diagnosis of Loadscan supplied hardware.
- Remote diagnosis of Loadscan supplied software.
- Remote warranty part diagnosis.
- Embedded software upgrades for your LVS/MPS system.
- Remote software fixes and system setting changes.
- Bug fixes.
- Access to FAQ and support portal.
What don’t get…
Support of:
- 3rd party applications, i.e. software not supplied by Loadscan.
- IT Environment issues – this includes customer Local Area Network (LAN), customer operating system issues, browser issues.
- Any on-site visits for hardware or software diagnosis.
- Any training.
- Customer networking issues – connectivity to the LVS/MPS from within your company network.
- Customer mobile/cellular connectivity and troubleshooting if your device or scanner is using a cellular connection.
- Client device support – PC/Laptop/Tablet/Phone.
- All site visit costs are charged at the rates stipulated in our Service and Support Agreement.
| Service/Support Item | Included | Excluded | Description |
|---|---|---|---|
| MyScanner access | Click here to see MyScanner features. | ||
| MyScanner add-ons | Support for MyScanner add-ons provided that the add-on subscription is active. | ||
| Remote Support access | Logging a support ticket through one of our approved support channels. | ||
| Remote diagnosis – Software | Remote diagnosis of any software issues that are logged. | ||
| Remote diagnosis – Hardware | Remote diagnosis of any hardware issues that are logged. | ||
| Remote warranty part diagnosis | Remote diagnosis of a hardware part of your LVS/MPS system that is still covered by warranty. | ||
| Embedded software upgrades for your LVS/MPS | Latest versions of embedded software for your LVS/MPS system. These can be downloaded and installed yourself or be remotely installed by one of our technicians if the network connection permits. Site visit costs apply for on-site upgrades. | ||
| Remote software fixes and system setting changes | Remote settings changes and software fixes being applied to your LVS/MPS system. | ||
| Bug fixes | Remote deployment of software to fix an issue due to a bug in the software. | ||
| Access to support portal and FAQ | 24/7 access to the Loadscan Support portal which includes an FAQ section. | ||
| Support of 3rd party applications | Any software not supplied by Loadscan is not covered. | ||
| IT Environment Issues | This includes customer Local Area Network (LAN), customer operating system issues, browser issues. | ||
| On-site visits for Hardware/Software diagnosis | Any on-site visits by a technician, even for warranty repairs are charged out at the standard technician rates which can be found on this page. | ||
| Training | After initial training, which is provided at installation of your equipment, all subsequent training sessions will be charged for. | ||
| Networking issues | Connectivity to the LVS/MPS from within your company network. | ||
| Customer mobile/cellular connectivity | Cellular connectivity issues and troubleshooting of these problems will incur a charge. | ||
| Client device support | Any PC/Laptop/Tablet/mobile phone support is not included. | ||
| Site visits | All site visit costs are charged at the rates stipulated in the Service and Support Agreement. |
Service & Support Agreement
Last updated on July 2022
Please click here to view the latest service & support agreement
