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Teldio Care Support & Maintenance

Terms and Conditions

1. Overview

Welcome to Teldio Care! Teldio Care is a support and maintenance program for eligible Teldio software and Teldio provided hardware components. It provides phone and email support, system troubleshooting, software updates, and replacement of specified hardware. Teldio Care is available in 1- to 5-year terms, with multi-year discounts.

2. Support Activation

Initial Coverage Start Date

Support coverage begins on the earlier of:

  • Forty-five (45) calendar days after the product delivery date; or
  • The system installation date, as confirmed with the Teldio implementation team.

This start date is used to determine the duration of the support term and to calculate future renewal dates.

“Installation date” refers to the date on which installation is either:

  • Confirmed as complete by the customer; or
  • Documented as complete in Teldio’s implementation records.

Renewal Coverage Start Date

For renewals of existing support contracts:

  • If the existing support agreement is still active, renewal coverage begins upon its expiration.
  • If the agreement has lapsed, coverage begins immediately upon receipt of the renewal order.

3. Coverage Inclusions

3.1 Software Support

  • Support hours: Monday–Friday, 9:00 AM – 5:00 PM EST (excluding statutory holidays).
  • Contact via phone or email by designated Tier-1 trained support representatives only.
  • Includes troubleshooting of Teldio software and modules (e.g., TruFleet, TruFleet Plus, TruFleet Adapter, Teldio Edge Gateway, TruDispatch).
  • Includes quarterly software updates, enhancements, and bug fixes.
  • Updates are delivered via customer request or through Teldio-initiated troubleshooting.
  • Software update information is published at support.teldio.com.

3.2 Hardware Support (Non-Server Items Only)

  • Includes iBeacons and similar hardware components supplied by Teldio.
  • Hardware replacements for failed non-server items are included.
  • Battery replacement (e.g., 2 x AA batteries per iBeacon every 4 years) is not included.
  • No firmware updates are provided or required.

4. Renewal, Lapse & Reinstatement

  • Renewals are available at current program rates.
  • If coverage lapses, the customer must pay for the full lapsed period plus a minimum of 12 months forward.
  • Lapses exceeding 30 days require a 25% reinstatement fee based on the lapsed fee amount.

Teldio Care does not auto-renew. Renewal quotes will be issued prior to expiry and must be accepted in writing by the customer to continue coverage.

5. Exclusions

Teldio Care does not include:

  • Server hardware or infrastructure support.
  • Support for third-party hardware, software, or network components not provided by Teldio.
  • On-site support or travel costs (available separately).
  • After-hours or weekend support.

6. Customer Responsibilities

  • Only designated, trained Tier-1 technical representatives may initiate support requests.
  • Customer agrees to cooperate with Teldio for remote troubleshooting.
  • Customers must manage local installation requirements and battery maintenance.

Failure to maintain battery-powered components may impair functionality. Teldio is not liable for performance degradation resulting from insufficient maintenance.

7. Limitation of Liability

Teldio’s liability is limited to the total fees paid under Teldio Care. Teldio is not responsible for incidental, indirect, or consequential damages.

These Terms and Conditions shall form part of the agreement between Teldio and the customer upon purchase of Teldio Care or inclusion in a Teldio Quote referencing these terms. In the event of conflict between these Terms and any quote, purchase order, or agreement, these Terms shall prevail with respect to Teldio Care coverage and scope.

8. Disputes and Governing Jurisdiction

We strive to provide our customers with an exceptional experience. However, if a dispute does arise, both parties agree to first attempt to resolve the issue through executive-level discussions. If those efforts are unsuccessful, the matter will proceed to mediation under the ADRIC rules before any formal litigation. This Agreement is governed by the laws of Ontario, Canada.

9. Definitions

Business Hours
Means 09:00 to 17:00 Eastern Standard Time (EST), Monday through Friday, excluding statutory holidays observed in Ontario, Canada.

Failed Hardware
Means Teldio-supplied hardware that is no longer functioning due to component or manufacturing failure, excluding failures caused by improper use, installation errors, physical damage, or power/environmental issues.

Support Services
Means the technical support, remote assistance, troubleshooting, firmware updates, and RMA coordination provided by Teldio under the Teldio Care program.

Supported System
Means the Teldio-supplied Teldio application and associated hardware components covered under a valid Teldio Care support plan, excluding customer-supplied server infrastructure.

Supported Site
Means the customer location where the Supported System is installed and operational, as referenced in the Teldio Care service scope.