Silver Service Agreement
Includes all the following benefits:
Quarterly Maintenance.
Exterior cleaning of general dust and dirt from all head-end equipment.
Interior cleaning of the head-end equipment as needed to ensure reliable
operation.
Cleaning of connectors used in the head-end assembly.
Cleaning of controls and switches used in the head-end equipment.
Cleaning of projector lamp filter.
Testing for normal function of all head-end and user interface equipment.
Confirmation and updating of the latest firmware, if needed or required. (Does not
include video conferencing codec equipment such as Polycom or Cisco).
Minor repairs (Excluding parts) – Such repairs are usually related to repairing loose
connections, resetting a system, minor reprogramming, and tightening loose
hardware.
A written report to Client following completion indicating the services performed
and any further repairs/replacements which the system requires for normal
function.
Trouble Call response time – Within (6) Hours of the trouble call a technician shall
return the call to Client for symptom review.
If failure has occurred within close proximity of a future arranged service call (10
business days) then the service call will be moved forward to diagnose the symptom.
During the site visit if symptom is remedied by Minor Repair (Refer to definition)
then the service call shall be at no additional charge.
During the site visit if symptom is deemed not easily repairable under Minor Repair
definition then Client shall be furnished with a repair estimate for approval.
If failure occurs no less than 10 business days from our next appointment, then
Client will have the choice of waiting for our next service call or opt to pay for a
discounted rate of our then regular on-site service call rate for immediate attention
to the issue.
