What is Signature Support and how does it work?
When you choose Mvix, you are choosing a partner that is completely dedicated and thoroughly experienced in making your digital signage network and operations easier, efficient, and more productive while freeing up management and staff to handle other important tasks. The core idea is to eliminate any downtime by providing a superior level of support and service.
We believe that timely and comprehensive support is an essential element of any project success and a critical enabler of high system availability, operational efficiency, and continuous business innovation. We are committed to providing a support program that offers high-value and cost-effective options for our customers. Our Signature Support program provides mission critical support services for complex and enterprise-scale deployments of our solutions.
|Availability||US and Canada only|
|Support Type||Online and Phone|
|Number of Incidents||Unlimited|
|Phone-based Support||Level 1: 24-hrs / 7-days
Level-2: M-F | 0900 - 1700hrs EST
|Knowledgebase (Self-Help) Articles||Yes|
|Estimated Response (SLA)||3-hrs turnaround|
|RMA Procedure||Advanced Replacement | Free return shipping
(see details below)
|Tech Refresh||36-month Device Replacement | FREE
(see details below)
|Remote Troubleshooting||Using remote assistance tools, support engineers quickly solve complex issues using remote screen sharing, chat and other tools.|
|Discounted Personalized Training||FREE
All personalized training sessions can be booked in 1-hr time slots. Our qualified trainers personalize the training session and teach you how to get the most out of your system.
|Purchase Requirements||Within 30-days|
|Manufacturer's Warranty||Limited Lifetime|
|Cost||Per system per month, Billed annually|
- Lifetime warranty on signage devices
- 24-hour Technical Support
- Advanced Replacement | Cross-ship privileges
- 36-month device replacement guarantee | Free
- Discounts on Custom Services
- Continual training & knowledge transfer
- Remote troubleshooting
- Accelerated response times
- Web based & phone support
The Signature Support plan, designed for high-demand projects, provides an unlimited-incident support for all of our products. Available at the time of product purchase or within 30-days of purchase, our Signature Support plan is offered on a per device basis. Talk to your Solutions Consultant for a personalized quote and details.
How does 36-month replacement guarantee work?
All signage devices provided under the Signature Support program are backed by our guaranteed 36-month replacement policy. In addition, if any digital signage player breaks, we will fix it. If we can’t fix it quickly and efficiently, we’ll replace it or refund it. It’s as simple as that!
Under our unique 36-month replacement 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.
How does the lifetime warranty work?
If a Mvix signage device covered under the Signature Support program fails due to a manufacturing and technical defect, we will repair the product, without charge, replace it, or refund it at our discretion. 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.
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/