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Support Plan

From VersaVision Support

OVERVIEW


Support is included with your VersaVision subscription. Below is a breakdown of everything that is covered.


DETAILS


PHONE/WEB SUPPORT
Phone support during normal business hours for issues related to VersaCall Software or components..
Normal Business Hours: Monday – Friday, 7:00am – 3:00pm PST/PDT.
Response times within 24 hours during normal business hours or the next business day if on a weekend/holiday.
Web Conference Support with Screen Share.
System Assessment included, see below.

EMAIL SUPPORT
Online ticket submittals through the VersaCall website, www.versacall.com.
Response times within 24 hours during normal business hours or the next business day if on a weekend/holiday.

SYSTEM ADMINISTRATOR TRAINING
Access to System Administrator training for a new VersaVision Administrator over the phone or web (screen share).

SYSTEM ASSESSMENT
A VersaCall Technician will call to set up a phone & web conference to assess the health of the VersaVision software and control unit. This assessment includes the following:
Update Software to current version
Address any open issues
Provide training
Make configuration changes as needed
Create back up of system

SOFTWARE & FIRMWARE UPDATES
Free Software & Firmware updates will be provided (when available) during service period
Depending on configuration some updates may not apply

MODULE REPAIRS
Free software/firmware updates on all modules.
10 Input Module hardware repairs (component replacement) free of charge.
The Following Modules Are Covered:
I/O Module
Wireless Controls
Repeater
Audio Module
The Following Modules Are Not Covered:
Touch Screens
Coordinator
Paging Transmitter
Control Unit
Radio Transmitter
Pagers.
Module Replacement – 5% discount.

REMOTE ACCESS
Customer agrees to appoint one person as the administrator of the VersaCall System, this will allow for faster service.
VersaCall will request VPN access to the VersaCall Software on the computer/server to allow for faster technical service. While this is not a requirement it will aide in the reduction of the resolve time.

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