Service Options: Hardware Warranty, Software Maintenance and Support
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Transcript of Service Options: Hardware Warranty, Software Maintenance and Support
Service Options:Hardware Warranty,
Software Maintenance and Support
IDSolutions Service
There are three major options that are offered at time of initial
purchase or after the initial support period has expired:
Hardware Warranty: Covers the failure of any hardware you
have purchased; ie: a server, codec, amplifier, bridge, etc.
Software Maintenance: Covers any software updates, feature
enhancements or new code releases for your equipment; ie: a
new video resolution option, enhanced performance, etc.
Support: Provides the ability to call help desk and ask product
questions after equipment installation; optionally on-site support
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Hardware Warranty
There are four levels of warranty:
None: No warranty service
Manufacturers: Direct warranty provided by the manufacturer;
IDS support desk will facilitate; turnaround time of 2 weeks after
diagnosis
IDS Standard: Equipment replacement/refurbishment and parts
provided by IDS; turnaround time of 1 week after diagnosis
IDS Advanced: Expedited service in case of hardware failure;
turnaround time of 24 to 48 hours after diagnosis
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Software Maintenance
There are three levels of maintenance:
None: No software maintenance service
Updates: Minor software updates are included; generally limited
to defect fixes and possibly minor software updates. Support team
will provide remote installation guidance to customer.
Upgrades: Major software upgrades for new functionality,
standards and features. Support team will provide remote
installation guidance to customer. Also includes updates.
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Support
There are three levels of support:
None: No help desk, troubleshooting, questions or onsite support
Helpdesk: Customer has access to the helpdesk through mail or
phone for information on features, equipment use, testing and
troubleshooting; [email protected] or 877-774-3526
On-Site: Technician dispatched on-site at discretion of IDS after
normal helpdesk troubleshooting could not resolve issue;
response time varies according to location
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Why Buy Service?
There are many advantages:
Downtime: What is the cost of having your equipment out of service? A support package helps to ensure you are back up and running quickly
Current features: Selecting a plan that covers software upgrades helps to ensure you are getting the most out of your investment
Hardware: Nothing worse than having the manufacturer’s warranty expire after a year and you product quits shortly thereafter; with the cost of some high tech products having hardware coverage is a smart and inexpensive insurance policy
Support: What happens when your users have a question? Who are they going to call? What if your solution has equipment from multiple vendors? With IDS Help Desk you’ll always have access to a knowledgeable, certified engineer to help explain how the system works, troubleshoot an issue or even recommend complimentary equipment – and one point of contact to deal with manufacturers
Peace of Mind: Let our team worry about coordinating issues with the manufacturer, getting the latest version of code and arranging for equipment return in case of failure – you have enough to do already!
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Service Plan Definition Summary
There are eight service packages:
Declined: Manufacturer’s warranty only, no software maintenance, no support
Bronze: Manufacturers warranty, no software maintenance, help desk
Silver: IDS Standard Warranty, no software maintenance, help desk
Gold: IDS Standard Warranty, software maintenance (updates), help desk
Gold Plus: IDS Standard Warranty, software maintenance (upgrades), help desk
Platinum: IDS Advanced Warranty, software maintenance (updates), help desk
Platinum Plus: IDS Advanced Warranty, SW software maintenance (upgrades), help desk
Platinum Triple: IDS Advanced Warranty, SW software maintenance (upgrades), on-site
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Service Cross Reference Table