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After Sales & Support Terms

Macnman provides structured, industry-standard after‑sales and support services to ensure reliable operation, performance continuity, and long‑term maintainability of deployed systems.

These support terms apply to the Automated Coal Wagon Counting & Load Assessment System and associated MacSync W Series deployments.

Standard Support Coverage​

Support Period​

  • Standard post‑deployment support period of 6 months from system handover.
  • Support covers software, firmware, and system‑level functional issues.

Support Channels​

  • Email‑based support during business hours.
  • Scheduled remote support sessions (video / screen sharing) when required.
  • Issue tracking and resolution through documented tickets.

Response & Resolution (Industry‑Typical)​

  • Critical system issue: Initial response within 1 business day
  • Major functional issue: Initial response within 2 business days
  • Minor issue / query: Initial response within 3 business days

Resolution timelines depend on issue complexity, site access, and third‑party dependencies.

Scope of Support​

Included​

  • Firmware bug fixes and stability improvements
  • Dashboard and backend bug fixes
  • Configuration assistance and parameter tuning
  • Data integrity and communication troubleshooting
  • Support during agreed field validation period
  • Guidance for recalibration and alignment (remote)

Excluded​

  • Hardware replacement due to physical damage, vandalism, or misuse
  • Site‑level electrical, network, or civil issues
  • Changes in regulatory or statutory requirements
  • New feature development or analytics enhancements (treated as change request)

Preventive & Operational Support​

  • Best‑practice recommendations for installation and operation
  • Periodic health‑check reviews (remote)
  • Advisory support for scaling, replication, or multi‑site rollout
  • Assistance during customer‑led audits or internal reviews (documentation support)

Software & Firmware Updates​

  • Bug‑fix releases during the support period
  • Versioned firmware and application updates
  • Controlled update guidance to avoid operational disruption
  • No forced updates without customer approval

Documentation & Knowledge Transfer​

  • Final system documentation (as‑built architecture)
  • Installation, calibration, and commissioning guides
  • Operational guidelines for control‑room teams
  • Knowledge transfer session at project closure

Extended Support (Optional)​

  • Annual Maintenance Contracts (AMC) available post standard support period
  • Extended support may include:
    • Priority response
    • Periodic performance reviews
    • Extended update coverage
    • On‑site support (commercially separate)

Macnman Special Support Perks​

As part of Macnman’s long‑term partnership approach, the following value‑added support perks are provided:

  • Direct engineering access during the pilot phase (no L1/L2 filtering)
  • Free minor firmware tuning based on real field learnings (within scope)
  • Deployment‑phase hand‑holding beyond standard industry practice
  • Early access to relevant Macnman platform improvements
  • Consultative guidance for Phase‑2 or scale‑up architecture planning
  • Priority support consideration for government / PSU / critical infrastructure projects

These perks are provided to ensure faster stabilization, smoother adoption, and higher operational confidence.

Support Assumptions​

  • Stable power and network availability at site
  • Designated customer SPOC for coordination
  • Remote access availability where required (VPN / LAN)
  • Timely feedback during pilot and validation phase

Support Closure​

  • Formal closure after completion of support period or transition to AMC
  • Handover summary and known‑issues register provided at closure

Macnman remains committed to supporting mission‑critical industrial deployments with a transparent, engineering‑driven, and partnership‑focused support model.