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= included in the package
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= optional extra
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Bronze |
Silver |
Gold |
Platinum |
Telephone Support
(Business Hours) |
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| Technical Helpdesk (Business Hours) |
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Out-of-hours
Telephone Support |
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| Video Dial in Test Facility |
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| Remote Refresher Training |
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| Remote Management |
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| Remote Scheduling |
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Software Bug Fixes
(90 days) |
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Software Releases
+ Bug Fixes (1 year) |
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| Software Functionality Options |
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| Return-For-Repair Warranty RTB (1 year) |
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| Extended RTB Warranty (beyond 1 year) |
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Advanced Hardware
Swap-out |
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'Return-first' Swap-out
(inc offshore) |
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On-Site Engineer
(Business Hours) |
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On-Site Engineer
(out of hours) |
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| On-Site Engineer (24/7) |
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| Remote Eyes and Ears |
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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.
