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Bronze level maintenance is generally the minimum level of warranty offered by the manufacturer for a limited period of time, and provides a basic insurance for units shipped faulty, or developing a fault during that period and is not renewable. Bronze level maintenance features are as follows:
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Silver level maintenance is the second level of maintenance provided by VideoCentric and extends the offerings made at Bronze level. Silver level maintenance additional features are as follows:
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Silver plus level maintenance is an extension on the Silver level provided by VideoCentric. Additional features are as follows:
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Gold level maintenance is VideoCentric's fourth level of maintenance and extends all software and services covered at Silver level to include the following additional features:
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Platinum level maintenance is manufacturer operated and extends the offerings made available at SilverPlus level by including a technician employed or sub-contracted by the manufacturer to be scheduled to arrive on site approximately 1 - 4 hours after the ETA of replacement parts. Assistance with software updates, reconfiguring the system or associated network infrastructure configuration will not be given by the visiting technician and the customer is required to separately return any faulty equipment. |
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Platinum-Plus level maintenance provides a more "intelligent" version of the manufacturer-operated Platinum level maintenance by including the following features:
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Diamond level maintenance is VideoCentric's highest level of maintenance and with 24 x 7 option applied, it is the highest level of maintenance available anywhere in the UK. All support available with Platinum Plus maintenance is included and extended with the following features:
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VideoCentric's award-winning maintenance service is offered to support your investment in visual communications. There are seven levels of maintenance offered by VideoCentric: Bronze, Silver, Silver-Plus, Gold, Platinum, Platinum-Plus and Diamond, with various response time options available. |
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Unlike other resellers who often rely 100% on the support of manufacturers or 3rd party agents, VideoCentric is proud to support its own customers directly, with a variety of support packages tailored to suit the needs of each customer, and with engineers who are experienced and fully accredited with all the major manufacturers. |
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8 x 5 Next Business Day
- Standard offering for Gold level maintenance
- 9am - 5pm telephone helpdesk
- 1 hour response from helpdesk call-back
- Remote diagnosis by engineer within 1-4 hours of call-back
- If diagnosed by 3pm, next business day shipment of hardware or software
24 x 7 Next Business Day
- Additional option for Gold and Platinum level maintenance
- 24 hour telephone helpdesk if out of hours
- 1-2 hour response from engineer call back (9am - 5pm) or next business day (out of hours)
- If diagnosed by 3pm, shipment received next business day for hardware of software
24 x 7 x 4 Next Business Day
- Additional option for Platinum & Platinum Plus level maintenance
- 24 hour telephone helpdesk
- 1 hour response from engineer call back (9am - 5pm) or next business day (out of hours)
- If diagnosed by 1pm, same day shipment for hardware
- Technician or engineer to be onsite on day of hardware arrival
24 x 7 x Mobile
- Additional option for Gold, Platinum, Platinum Plus and Diamond level maintenance
- 24 hour telephone helpdesk
- Mobile telephone & video support (7am - 11pm) with VideoCentric engineer
- Includes features from 24 x 7 or 24 x 7 x 4 Next Business Day options
24 x 7 Callout
- Additional option for Diamond level maintenance only
- Best service available in the UK
- 24 x 7 onsite visits
- 24 x 7 expert engineer mobile telephone & video support with pre-configured spares
- Access to technical engineer - any day, weekend &; bank holiday (excluding Christmas Day, Boxing Day & New Years Day)
Telephone Support
General Advice
Delivery & Shipping
Features & Functionality Queries
Connecting Accessories
User difficulties
Technical Support
Hardware Fault Reporting
System Configuration Issues
Network & Firewall Configuration
MultiPoint & ISDN Gateway Configuration
Video dial-in test facility
24x7 auto answer feature for testing connectivity
Polycom interoperability (SD, 4CIF, 720P, 1080P)
Cisco (formerly Tandberg) interoperability (SD, 720P, 1080P)
Lifesize interoperability (720P, 1080P)
Emblaze-VCON interoperability (SD, 4CIF)
Aethra interoperability (720P, 1080P)
Sony interoperability (720P, 1080i)
Codian interoperability
RADVision interoperability
AverMedia (AverComm) interoperability
Remote refresher training
General usage
Advanced features
MultiPoint & Data Sharing
Utilises remote interactive whiteboarding via the chosen VC system
Remote Management
For IP-connected systems only
Either through to public internet systems or via access portal
Remote assistance in dialling remote users
Remote re-configuration of system settings
Remote software upgrades conducted by VideoCentric technical staff
Remote scheduling (chargeable option only for Platinum service)
Software bug-fixes - 90 days
Manufacturer’s standard 90 days access to emergency software updates (bug fixes)
Does NOT include base software releases or pricelist options
Major Software Releases
Extends availability of emergency software updates to 1 year
Includes all bases software releases published by manufacturer
Does NOT include pricelist options which add extra functionality
Software Functionality Options
A software upgrade under a maintenance contract may add additional software functionality. However, if the manufacturer chooses to make such functionality a chargeable option in its pricelist, then it should be assumed that the option shall be switched off when the new software release is loaded, and shall only be enabled by payment of the appropriate fee. It will not be automatically enabled by the presence of a maintenance contract.
Return-to-base repair Warranty (RTB)
Standard manufacturer’s warranty allowing system to be returned for repair RTB = Return to Base where the “base” is usually the manufacturer’s service hub, typically Netherlands, UK, Norway, Israel depending upon the manufacturer concerned. Manufacturers have up to 30 days from receipt of product at their base, to either repair or replace (at their discretion) the faulty unit, and confirm that it has been shipped back.
Customer pays for one-way shipping if a fault is confirmed. Customer pays for two-way shipping and incurs a manufacturers fee if “no fault found”.
Advanced Hardware Swap-Out
Following technical diagnosis of a reported fault, if VideoCentric’s accredited engineer deems a system or component of a system to be faulty, then he/she will issue an authorisation number permitting the shipment of a replacement product ahead of the return of the faulty one. Mainland Britain only.
“Return-first” Swap-out (inc Offshore)
The same procedure applies as to Advanced Hardware Swap-Out, but for off-shore, international and those with a poor returns record, VideoCentric will wait until the faulty unit is received at its goods-in warehouse or appointed overseas agent, before shipping the replacement unit.
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