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If a Customer desires additional support services following final system test and acceptance, Freeport provides three optional Service Agreements (see below) which can be renewed on a yearly basis. All optional Service Agreements cover hardware, software, materials, and workmanship in the event of a system failure, as well as provide the Customer with access to the Freeport Technologies Help Desk. The customer may contact the Help Desk regarding general system operating procedures, trouble resolution, hardware malfunctions, as well as other various system or service related issues.
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Dispatch Maintenance Support (DMS)
The DSS support plan provides Help Desk support via audio, video or email from 8:00 a.m. to 5:00 p.m. (EST or EDT) Monday through Friday, excluding Government holidays. A Freeport customer service representative will be available immediately to respond to inquiries. If Level II or III technical support is required, a Freeport Technician will respond via audio or video within 2 hours, if not immediately. If the Help Desk cannot resolve a service issue via audio or video, a Freeport Service Technician will be scheduled to respond on- site within 24 hours, or the next business day. All replacement components, firmware, system software, preventative maintenance, refresher training, and updated system documentation are included at no additional charge. DSS serves as an extended warranty on all system components and is designed for organizations who have limited or no staff to dedicate to Audio/Visual support and maintenance.
The Help Desk Services and Preventative Maintenance Services are detailed below. A Freeport laptop is required for Preventative Maintenance and servicing of many rack components. Therefore it will be the responsibility of the customer to provide the necessary IT security personnel upon notification from a Freeport Service Technician that a laptop will be required.
Terms & Conditions
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Remote System Support (RSS)
The RSS support plan provides Help Desk support via audio, video or email from 8:00 a.m. to 5:00 p.m. (EST or EDT) Monday through Friday, excluding Government holidays. A Freeport customer service representative will be available immediately to respond to inquiries. If Level II or III technical support is required, a Freeport Technician will respond via audio or video within 2 hours. If it is determined that a system component has malfunctioned or failed, Freeport will ship a replacement part as soon as possible to the customer site. The customer will be responsible for removing and packing up the defective part, shipping it to Freeport and installing the replacement part. If the customer decides they need on-site assistance for any reason, a quote will be provided, and once approved a Service Technician will be scheduled to respond within 48 hours. RSS serves as an extended warranty on all system components and is designed for organizations that need to enhance an in-place dedicated Audio/Visual team.
The Help Desk Services and Preventative Maintenance Services are detailed below. A Freeport laptop is required for Preventative Maintenance and servicing of many rack components. Therefore it will be the responsibility of the customer to provide the necessary IT security personnel upon notification from a Freeport Service Technician that a laptop will be required.
Terms & Conditions
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Remote Technical Support (RTS)
The RTS support plan provides Help Desk support via audio, video or email from 8:00 a.m. to 5:00 p.m. (EST or EDT) Monday through Friday, excluding Government holidays. If the customer decides they need on-site assistance for any reason, a quote will be provided, and once approved a Service Technician will be scheduled to respond within 48 hours. RTS is designed for organizations with systems older than 4 years and who have support staff in place.
The Help Desk services are detailed below. A Freeport laptop is required for servicing many rack components. Therefore it will be the responsibility of the customer to provide the necessary IT security personnel upon notification from a Freeport Service Technician that a laptop will be required.
Terms & Conditions
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Call TODAY for Support Pricing on your New or Used Audio Video systems
Monday – Friday, 8:00 a.m. – 5:00 p.m. (EST)
Email: sales@freeporttech.com
Local: 571-262-0400 (Option #1)
Toll Free: 866-226-4487 (Option #1)
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