Support Center

What is Standard Support VS Express Support VS Signature Support?

Last Updated: Sep 25, 2017 03:10PM EDT

Mvix Support Center provides timely and professional assistance to its customers across the world via three support options:

  Standard Support Express Support Signature Care
Web Support (Tickets) 1000 - 1700 hrs EST (M-F)
SLA: 24 hrs (business hours)
0900 - 1800 hrs EST (M-F)
SLA: 6 hrs (business hours)
0900 - 1800 hrs EST (M-F)
SLA: 3 hrs (business hours)
Articles / Web Tutorials Yes Yes Yes
Phone Support (Level - I) 0930 - 1730 hrs EST (M-F)
SLA: 5-hrs
24 / 7
SLA: 5-hrs
24 / 7
SLA: 4-hrs
Phone Support (Level - II) $45 / incident
SLA: 5-hrs
0900 - 1700 hrs (M-F)
SLA: 5-hrs
0900 - 1700 hrs (M-F)
SLA: 4-hrs
Product Service (RMA) Standard 15-day turnaround Advance Replacement
All expenses paid
Advance Replacement
All Expenses Paid
Technology Refresh -NA- -NA- Free Signage Device every 3 years
Personalized Training $75 Free | 1 per year Free | 2 x 1hr slots
Premium Widgets As quoted
(per device per month)
As quoted
(per device per month)
Free | All
Implementation Assistance - As quoted - - As quoted - Free | 2 x 1hr slots
Custom Services - As quoted - - As quoted - Discounted
Warranty 1 - year 1 - year Lifetime
Cost FREE - per account per month -
(billed annually)
- per device per month -
(billed annually)
  1. Standard Support: Included with purchase of any Mvix product. Standard support is available for a period of one year from the date of purchase. This option provides technical support via web-based tickets.
  2. Express Support: Provides faster RMAs and and enhanced SLA from Standard Support. Express Support is billed on a per-account basis
  3. Signature Support: It is the highest possible level of support available for Mvix projects. Signature Support complements and extends existing standard technical support option by providing a focused and more responsive assistance for mission critical installations. Signature Support is billed on a per-device basis.
  4.  
    • Signature Support Fee (as quoted) is on a per device basis. Signature Support fee is non-refundable and non-transferrable. Monthly-billed plans require a minimum commitment of 1-year, renewable at the end of the contract end-date.
    • Personalized training for Signature Support contracts is free for two hours of training per account per year.
    • Signature Support agreements are valid for 12 months. Signature support plans must be purchased within 30-days of purchase of the product.
    • All requests for Signature Support should be requested via the web-based support portal located at: www.mvixusa.com/support
    • Estimated Response Times (SLA) are based on business-hours (0900-0600hrs EST)  and are best estimates and cannot be guaranteed. The response time guarantee only applies for the initial response where best effort will be made to provide the solution to the issue.
    • The Signature support and Instance-based service are offered as a “best efforts” service and without warranty. There is no guarantee that the reported issue will be resolved within the response time specified.
    • All defective products should be returned within 30-days of issuance of cross-shipped order. Failure to return the products within this allocated time will result in a credit card charge for the cost of the product.
    • Signature support contracts can be canceled at any time. All such cancellations incur an early termination penalty of 50% of the total Signature support plan.
    • Discounts available for larger quantities. Contact your solutions consultant for details.
    • Only original, unaltered, and unmodified devices and hardware are covered by this policy. This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. This warranty is available for the lifetime of the product, so far as it is covered under the Signature Support program.
    • Under our unique 36-month replacement (“Tech Refresh”) guarantee, we are committed to upgrading and replacing every signage player on your network every 36 months, at no charge to you. Regardless of the condition, we will replace your signage devices with the most up-to-date technology available, ensuring that your digital signage network is never outdated or obsolete. Signature support does NOT cover de-installation of old units and/or installation of new units.
     


    Problems, Questions, Corrections: If you have any further questions, problems, or corrections you would like to see made, please open a support ticket at www.mvixusa.com/support/

mvixsupport@mvixusa.com
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