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.
- Phone support during normal business hours for issues related to VersaCall Software or components..
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
- 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:
SOFTWARE & FIRMWARE UPDATES
- Free Software & Firmware updates will be provided (when available) during service period
- Depending on configuration some updates may not apply
- Free Software & Firmware updates will be provided (when available) during service period
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.
MODULE REPAIRS
- 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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