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An
investment in Videoconferencing is an investment in your
staff and your business. Saving your staff time in travel
and your business the costs associated with travel makes
sense. Your investment in videoconferencing is important,
and it's continued operation and well-being is just as important.
The staff at VideoCentric
are highly skilled in analysing and maintaining videoconferencing
networks and equipment. They are fully accredited by our manufacturers and keep up to date with the latest
technologies and the software releases ensuring that your investment is fully protected.
The Table below outlines the levels of service we can offer you:
 = included in the package
 = optional extra
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Bronze |
Silver |
Gold |
Platinum |
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DEFINITIONS
Telephone Support – Business Hours
General Advice
Delivery & Shipping
Features & Functionality Queries
Connecting Accessories
User difficulties
Technical Support – Business Hours
Hardware Fault Reporting
System Configuration Issues
Network & Firewall Configuration
MultiPoint & ISDN Gateway Configuration
Out-of-hours Telephone Support
Technical Engineer Advise via Mobile Phone (but no access to emergency spares)
Video dial-in test facility
24x7 auto answer feature for testing connectivity
Polycom interoperability (SD, 4CIF, 720P, 1080P)
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
Remote refresher training
By appointment only
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
Software Releases & Bug-fixes – 1 year
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-for-Repair Warranty (RTB) – 1-year
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”. If the return is outside the 90 day software warranty period and it is necessary for the manufacturer to upload software in order to fix a particular fault, the customer will be charged the published MSRP for the software upgrade before the repair is completed.
Extended RTB warranty (beyond 1 year)
Simply extends the Return-for-Repair warranty to 2nd & subsequent years but is not recommended compared with taking out a maintenance contract to cover hardware, software and two-way shipping.
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.
On-site Engineer (Business Hours)
The same procedure applies as to Advanced Hardware Swap-Out, but rather than the unit being shipped to the customer-site, it will be taken there by a fully accredited technical engineer during business hours, normally the day following receipt of the advance replacement items at VideoCentric if not already in-stock.
On-site Engineer (Out-of-Hours)
The same procedure applies as to Advanced Hardware Swap-Out, but rather than the unit being shipped to the customer-site, it will be taken there by a fully accredited technical engineer during business hours, normally the day following receipt of the advance replacement items at VideoCentric if not already in-stock. This service is supported by an out of hours mobile phone support service, carried by a technical engineer, spanning the hours, ie 7am-to-11pm, Monday-to-Friday only.
On-site Engineer (24x7)
The same procedure applies as to Advanced Hardware Swap-Out, but rather than the unit being shipped to the customer-site, it will be taken there by a fully accredited technical engineer at any time to suit exceptional customer working hours, eg hospitals, emergency hotlines, secure environments.
Remote Eyes, Ears & Hands
The service is limited to locations that we have full remote access to and those that we have diagnostic and monitoring equipment set up to detect faults, downtime or warning alerts. Particularly useful service option whereby a customer-owned MCUs, Gateway or Streaming Server is hosted in one of our secure data centres. Upon an alert being raised, “Remote Eyes, Ears & Hands” staff resident at the data centre will follow a customer-defined procedure which may involve hardware reset, emergency telephone call-out or merely email logging as deemed appropriate for the severity of the incident. |
