TERRA Emergency Service

In the event of an emergency due to theft or fire damage, please contact your TERRA system house immediately in person and inform them of the situation. TERRA system house and point out the situation and the the fact that you wish to make use of emergency services. want.

With the reference to the emergency service, within Wortmann AG an experienced member of staff will be appointed immediately, who will provide all the for you and your system house within Wortmann AG. and prioritises them. This coordinator sits down all the necessary competence teams of Wortmann AG and arranges for and immediately initiates all the necessary steps. steps without delay. In case of doubt, all that is needed to activate the TERRA emergency service is a description of the problem. just a description of the situation. We will then advise you individually which steps are sensible and implement them implemented without delay.

Fire damage or the theft of large amounts of goods can give rise to require capital at very short notice. The delivery of new goods must not be delayed by the use of credit lines. be delayed. Therefore, your coordinator will actively ensure that there is no that no bottlenecks arise here. If requested, we will pass on all information to our Finance Competence Team. In urgent cases, our Finance Competence Team can directly contact the management. management of Wortmann AG for a quick decision and a special credit limit. decision and a special credit limit. The decision is made independently of banks. This means that a credit limit can be set up very quickly and without bureaucracy. be set up.

For 20 years, Wortmann AG has been offering an express service for the the production of servers. Since then, the compliance rate has been over 99 percent. With the booking, the customer is entitled to Manufacturing, testing, installation and packaging within 48 hours. 48 48 hours is a maximum value; depending on the installation effort, it may faster if necessary, the target is 24 hours. If, for example, in the event of a If, for example, workstations or notebooks are destroyed in a fire workstations or notebooks have been destroyed in a fire, an express service can be free of charge. Peripherals and other parts can be ordered in one shipment.

Your coordinator clarifies together with the colleagues from the which features the server needs and sends the device to the and sends the device to in-house express production. The production takes place at Wortmann AG's headquarters in Hüllhorst. Hüllhorst. Production is located in the same building as the main Wortmann AG's main warehouse and has direct access to it. The The availability of the parts is therefore optimal.

As soon as the server and other goods are available, you will be actively informed by your coordinator. actively informed by your coordinator. We will then ship by express delivery to a location of your choice in Germany, Austria and Switzerland. You can also order the goods at the Hüllhorst or book a courier, but this is not free of charge. free of charge, but the courier costs will be reduced by the value of the value that an express delivery would have cost. You have several transport service providers to choose from. It is a good idea to send all goods in one delivery, which we will gladly put together for you. put together for you. In most cases, you will also benefit from your special credit limit or longer payment terms.

In the event of theft, it is quite possible that the perpetrators will be caught and goods recovered. be caught and goods recovered. Should you then you have already received a new server from us, you will be credit note at the full price, although the device is used. This applies to the server hardware for eight weeks. For all TERRA articles, you can expect at least 85 per cent refund and refund and free collection for used goods. used goods.

For the crediting of software and licences, the conditions of the conditions of the respective manufacturers apply. Our competence team for will support you in enforcing credits wherever possible. wherever possible. Often the result is dependent on deadlines You should therefore inform us immediately if goods reappear, when goods reappear. Due to the usually direct Wortmann AG, the prospects are better than with other sources. other sources. For all other products, too, we will we will take a very benevolent and accommodating approach to the return of all other products. Original packaging and complete accessories are helpful. helpful, so please keep everything for optimal processing. processing.

If you still have TERRA service for your destroyed or stolen products stolen products, this will be taken into account for the new product and the price will be reduced. Example: Your server was 1 year old and had 5 years TERRA on-site service. You receive 4 years on-site service for the new server free of charge or free of charge or you buy again five years of TERRA on-site service and only pay for one year. You can also purchase an alternative alternative server model and it will be charged pro rata. The The exact values are determined by the Service Competence Team for you. Upon request, you will receive a detailed and comprehensible list.

Particularly in the case of larger damages, one can assume that they are insured. that they are insured. But the larger the amount, the more likely the amount, the more likely it is that the amount will not be completely fully compensated immediately. Expert opinions have to be drawn up, and many many damages first have to be determined precisely. With sufficient we issue an invoice with a payment term of six months. payment term. This is a maximum value as soon as you receive money from the insurance company for the goods in question, you have to pay them forward them without delay. If you wish, our Finance team will also contact the insurance company directly. contact. We will adapt to your situation as far as possible. your situation. Your coordinator will ask you about the financing needs and the exact circumstances and communicates the the data to the colleagues in the Finance Competence Team. They will contact you with concrete information and offers and, if necessary support you in negotiations with insurance companies, if necessary. insurance companies.

We replace immediately and free of charge the licences and maintenance products (maintenance or subscription) that have been lost. 19“ We can manufacture firewall variants for you at no extra charge. with express production within a maximum of 48 hours. Desktop Firewall We deliver devices carriage paid within 24 hours.

Forced re-equipping also often provides an opportunity to clear an to eliminate an investment backlog and purchase better equipment. So that the running costs within a leasing agreement do not an existing leasing contract can also be extended with the same can be extended at the same rate, or it can be extended by a a reduction in instalments can be achieved by extending the contract. This is easiest if you are already a user of our financial services. are. Our colleagues from the Finance Competence Team will help you, even if you are not yet a customer for financial services. with advice. For example, if you do not know how to existing financing agreements can be changed or terminated at a reasonable or terminate them.

Our emergency service is particularly helpful if you also use the backup in our computer centre. In this case your data is already in our data centre. This is located only about 300 metres as the crow flies from the main building of the Wortmann AG main building. Your coordinator informs the Cloud competence team and and they will contact you immediately to find out the scope and urgency of the data. and urgency of the data. Your data is then installed on virtual machines and made available online, which usually happens within a few hours. usually within a few hours and you can continue working. continue working.

As a rule, you must provide us with a signature for the data processing, so that this can be realised technically and so that and for us to be able to work for you at all in accordance with the data protection regulations for us to be able to work for you at all. For computing capacities are always kept free for new customers and emergencies. and thanks to optimised software, we can set up new virtual virtual servers within a few minutes. Quite possible that you like the performance so much that you don't even that you don't even want a new server. Then you can continue to work continue to work with the virtual machine permanently and and return the replacement server for the full price. Here, too, you profit from our offer from one source. On request, your leasing contract for hardware is then directly converted into a data data processing contract with the computer centre. A such a measure would make sense, for example, in the event of a fire damage fire, for example, if the costs for the new construction of a suitable server room should be avoided.

If you make use of our service of providing a virtual machine, your your replacement server will not be shipped but brought directly from our directly from our production to the Terra data centre. We copy your data from the virtual machine to the new server, encrypt the data encrypt the data and then ship the server with your data. with your data. Then, when it goes into operation, you only need to transfer your data. data for a maximum of 24 hours with the data centre and you can and can continue to work directly. Through the the use of the data centre, the time pressure is somewhat removed and you can can afford to carry out the reinstallation at the weekend. weekend because then less or no new transaction data is created. arise. As soon as you inform us that the new server is server is fully and smoothly functioning, the virtual server will be server will be deleted and only the backup will be continued.

The services mentioned are free of charge. The legal process is excluded. The services apply in Germany , Österreich and Switzerland as well as for Benelux. The coordination for the The Netherlands, Luxembourg and Belgium is coordinated by the TERRA Service Centre Hüllhorst in English and in other countries by the countries by their own service centres in the national language.

Our emergency service also applies if you leave the service centre services later. So in extreme cases on servers that are up to eight years old servers.

We rely on your information regarding existing insurance policies. insurances. If these insurances cover some of our services, we expect your support in order to realise insurance benefits and to to realise insurance money and to amortise part of our costs. amortise some of our costs.

But we are certainly not waiting for an insurance company to help you. help you. We help immediately and clarify the possibility of a claim. whether services can be passed on to the insurance company. can be forwarded. We do not want to provide services free of charge if someone else has already received a fee for providing the service. received. In that case, the insurance company should also be should also be held accountable. That is only fair.

In case of doubt, you must provide proof of the theft or fire damage, for example a for theft or fire damage, for example, a copy of the criminal complaint report from the fire brigade in the case of fire damage. Should it it is in fact the case that there was no emergency all services are, of course, subject to a charge.

Fün

For all devices, the data of the emergency is recorded for the serial numbers and and permanently anchored to the serial numbers. Often stolen goods are resold, and in some cases the unsuspecting buyers and in some cases the unsuspecting buyers come forward and want to service, and in this way it has already been possible to find have been identified.

We ask for your understanding for these regulations. These are necessary to avoid abuse by a few, which in the end would have to be honest customers would have to co-finance.

We have tried to summarise the most important points in a comprehensive and and understandable. But for all the possible factors, there will never be enough space. Should you miss information, please send an email to serviceteam@wortmann.de. You will receive an immediate written a written personal reply without delay.