Clients can book services via telephone call, email.
Clients must provide necessary details with accuracy as asked by the call representative.
Clients can send us a video showing the issues occurred.
Problem must be clearly mentioned to the call representative.
Client must take service request id and expected site visit timings and duration details as per needed.
Febnik never asks for any banking credentials, pin account number or for otp in such cases, deny the following and immediately report the number or communication channel to Febnik.
Only communicate through official channels to protect your privacy, booking via any unauthorised channel Febnik would not be responsible for any damage or loss.
Timings
Call and email will be addressed during working hours on working days i.e. 10:00 AM IST to 6:00PM IST, Monday to Friday.
All services and complaint booking lines will be closed on National Holidays and Special holidays.
Over-time will be charged at 1.5 times the per hour charge.
Charges
The client will be charged as per our current service charges which they can refer on our www.febnik.com
Charge of the service depends on the issues diagnosed, travel time charges, number of engineers visiting the site and total over time if any.
In case of a new addon service purchased by the client, only engineers' travel charge will be charged from the client.
Details of system Installed
Engineer Visit
At time of visit
Engineers must be given time to properly diagnose and record the faults.
Only authorized personnel i.e. client or representative of client can be present at the site.
Engineers must not be asked or taught vague methods and procedures in order to resolve the issues.
No 3rd party expert advice and comments over working procedure will be entertained at the site. In case of extreme issues this will be considered as 3rd party harassment at the workplace.
Fault analysis/ Diagnose
For further information visitwww.febnik.comEngineers may list the diagnosed problem under one of the following classes.
S/H Normal fault
Cable and Wiring Issues
Faulty Connection Issues
Firmware update
Software updates
Audio Noise Issue
Video capture card Issue
Computer System Related Fault
Hard disk failure
Monitor failure
Thermal throttling
Bottle Necks
Audio driver issues
Video memory issues
Sensitive Faults
Camera Dust Issues
Lens AF issues
Lens Struck in mount Issues
Microphone burns
Continuous Light Mishandling
Internet Related Fault
In case the issues arise because of the internet speed, ping,reliability, packet data loss the client must ask their ISP to fix the issues.
Febnik will not be held responsible for any internet issues causing interruption or failure of live stream.
Under Warranty products that require servicing and repairs.
Certain equipment and parts are sensitive, and must be directly dealt by the authorised manufacturer in case of servicing and repair.
The engineer will guide you if such action is needed and the client must not force on self diagnosis in such cases. If done so the product is deemed to be out of warranty. Febnik and the onsite engineer will not be responsible for any damage to product or product warranty .
Data Loss
Any loss of data due to client operation, wear and tear, viruses is not covered by Febnik.
The engineer can assist the client in case of data loss only if the client pays for the data recovery addon service.
Engineers can attempt to recover that data but if in case the data cannot be recovered Febnik doesn't provide any guarantee and any refunds of data recovery addon service.
Equipment / Electronics failure /breakdown
Part Replacement
Clients must understand the diagnosis and must follow the instructions of the engineer on site.
If an engineer diagnoses the equipment to have a fault which must be handled by the manufacturer so that the product's warranty is not tempered then the client must consider before a forced attempt to resolve the issue.
Any part replacement can take some time as per availability of the part in market or from supplier
Engineers will give a time slot for revisit in order to replace the part and realign the operation of the system for surety of service quality.
For Replacement of parts or equipment within warranty the client must report issues to febnik and get in touch with the vendor or manufacturer to provide replacement.
Once the replaced part or equipment is delivered at the site the client must inform febnik for installation assistance.
Charges for the installation of replaced products or parts which were delivered by vendor or manufacturer in response to warranty claim for damaged product,febnik engineer will only charge travel time fee and travel charges. No per hour charges will be taken for the same.
Any breakdown or damages
Occurring due to wear and tear of any custom designed equipment (electrical / non-electrical) manufactured & sold by Febnik are not covered in the warranty.
System Breakdown
Causes of System breakdown
Corruption of operating system code or software by a virus or someone who wants to harm by inputting malicious code into the system.
Doing experimentation with the system or system code or software code.
A system which has been hacked or has been rendered useless because of encryption.
Uninstallation of software which was installed by Febnik.
New system Installation
In the following case the engineer will install the latest or last available working version which is provided by the vendor of software.
The client must provide backup keys of software if any.
In case the license authentication fails, Febnik is not responsible.
The engineer will set up the new system to the configurations which were originally provided.
Updation / Maintenance
Software Updation
Streaming software update
Add On services updation
Audio driver updates
Video driver updates
Camera driver and support software updates
Hardware Firmware Updation
Camera firmware update
Lighting firmware update.
Audio firmware update
Problem resolution
Hardware related Issues
Problems related to hardware can take several visits at site due to replace or change parts.
Software Related Issues
Problem because software can take multiple visits, in reconfiguring the software depending upon no issues.
On site Service Limitations
Recording working procedure of the engineer or key logging engineers input
Asking an engineer to teach a client what his procedure is for fixing a problem.
Taking training in using the software.
installation for addon services when the client has not opted for such services.
Asking engineers to do client's personal work.
Any creative endeavour or service that client wants, that is beyond fixing of the live streaming setup. The client must purchase those add-on services separately.
Third party software installations that were not originally offered by Febnik would not be installed by the engineer or Febnik.
Operating system installation is not covered by engineers or Febnik.
Network Installation is not covered by the engineer or Febnik.
Hardware repairs are not covered by the engineer or Febnik.
Any waste/disposables generated during the visit, the client has to deal with the disposal of waste.
The client cannot ask the engineer to install any software from any media storage such as pen drives, memory card, dvd, hard disk, etc, as these sources can be infected by viruses.
The client cannot ask the engineer for using his mobile phone, mobile phone number, laptop and any other personal device or any contact information of the engineer. In case clients want to talk, they must communicate through the official Febnik communication channels.
The client cannot connect any personal device in the streaming system, during the engineers visit.
The engineer is not responsible for removing viruses, spyware, adware, malware, etc that has breached into the system due to client negligence.
If the engineer reports about any safety issue in the environment the engineer can deny the service to the client. The client will be totally responsible for such.
Overhead Charges
Client is responsible for providing a fully functional and running environment to the service engineer, any delay or engineer being unable to serve because of lack of services in the environment is the responsibility of the client.
Internet Cost
Software Cost
Hardware Cost
Import / Export Cost
Additional Travel Charges
Unusual Hour Service
Safety at work-site
Employee harassment
Febnik Productions Pvt. Ltd. Cares for the welfare of his employees and expects the client to respect them too. Hence we strictly follow our harassment policy. In case of any issues reported by on site engineer, Feb Nicholds all the legal rights to take action. In such case Febnik holds the complete authority to terminate all the ongoing contracts with the client, and the whole sole responsibility of all the damages, legal fees, contract termination fees occurring from such will be clients responsibility.
Denial of payment
Engineer on Site must be paid in full all the charges incurred and as reported by the engineer in the final invoice.
If denied the complete payment, the client will be charged with a penalty amount compounded at 10% per day of the total cost of the on-site service. Failing to complete payment within 10 days. Legal action will be taken on the client.
Psychological Harassment
Psychological harassment is vexatious behaviour that manifests itself in the form of conduct, verbal comments, actions or gestures characterized by the following four criteria:
They are repetitive*;
They are hostile or unwanted;
They affect the person's dignity or psychological integrity, and
They result in a harmful work environment.
Sexual harassment at work is also included in this definition.Any mean comments, rude or immoral behaviour to engineering site will not be tolerated.
Mental harassment and Personal Harassment
Emotional abuse is any non-physical behaviour or attitude that controls, intimidates, subjugates, demeans, punishes or isolates another person by using degradation, humiliation or fear. Such immoral behaviour to engineers on site will not be tolerated.
Physical or Sexual Harassment
Physical harassment is when a victim is touched in an inappropriate way. Most importantly, the victim is touched against his or her will.Such immoral behaviour to engineers on site will not be tolerated.
Sexual Harassment
Unwanted intrusion of a sexual nature in the personal space of an individual. Any sort of leering, lewd words or songs, groping in a public place, molestation, sexual innuendos or rape will be considered as sexual harassment. Such immoral behaviour to engineers on site will not be tolerated.
Denial to leave Site
Engineers must be allowed to leave the site as soon as the job is completed.
Stopping or refusing the engineer to leave site will be charged
times per hour charges and the service contract with the client will be terminated, and no further assistance will be provided to the client.
Tempering with property and belongings of engineer
All instruments, equipment, devices and parts carried on site must not be tempered or touched.
No external storage devices must be used without engineers supervision on the devices.
Privacy breach of engineer via video or audio recordings
Clients are not allowed to take any pictures or videos while an engineer is at the site.
Client has all the rights
Threatening ,Discriminatory Harassment, Cyber bullying, 3rd Party Harassment will not be tolerated.
Client liability for security and safety
The security of an engineer is the liability of the client within the client's premises and the client must respect all the rights of the engineer within this contract.
Rights of Engineer for his own safety and security
If the engineer finds the environment to be unsafe, the engineer has the complete right to deny the service to the client and can return at his will from the client's location. The client will be solely responsible for such actions due to improper safety and non compliance to safety regulations measures.
On site disaster
Any unfateful event, act of god or any unexpected situation, the febnik is not liable by any terms for such, some of the scenarios are listed below.
Equipment breakdown
System Failure
Environment Damage
Client's Business Prospect/Client damage
Data Loss
Act of god
Payment
The engineer will report the client about the payment amount and other charges, once the client completes the payment to the engineer or Febnik. The client will receive a payment receipt via email.(read Pricing and Payment policy)
Failure of equipment bought and installed by Febnik on behalf of client.
Clients must report any damaged product which is within warranty to febnik.
Febnik will share contact of the trusted vendor with the client in order to claim the product warranty from the manufacturer.
Client must update Febnik about the replacement received from the manufacturer for installation assistance.
Installation of replaced equipment which was supplied to client by manufacturer (on claim of warranty period damage) and was installed by Febnik, only travel charges and travel time charges will be charged only.
In case replaced equipment is not compatible with previously installed equipment, the manufacturer doesn't provide support for the model. Febnik couldn't be held responsible for the same.