Service Options:Hardware Warranty,

Software Maintenance and Support

IDSolutions Service

There are three major options that are offered at time of initial

purchase or after the initial support period has expired:

Hardware Warranty: Covers the failure of any hardware you

have purchased; ie: a server, codec, amplifier, bridge, etc.

Software Maintenance: Covers any software updates, feature

enhancements or new code releases for your equipment; ie: a

new video resolution option, enhanced performance, etc.

Support: Provides the ability to call help desk and ask product

questions after equipment installation; optionally on-site support

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Hardware Warranty

There are four levels of warranty:

None: No warranty service

Manufacturers: Direct warranty provided by the manufacturer;

IDS support desk will facilitate; turnaround time of 2 weeks after

diagnosis

IDS Standard: Equipment replacement/refurbishment and parts

provided by IDS; turnaround time of 1 week after diagnosis

IDS Advanced: Expedited service in case of hardware failure;

turnaround time of 24 to 48 hours after diagnosis

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Software Maintenance

There are three levels of maintenance:

None: No software maintenance service

Updates: Minor software updates are included; generally limited

to defect fixes and possibly minor software updates. Support team

will provide remote installation guidance to customer.

Upgrades: Major software upgrades for new functionality,

standards and features. Support team will provide remote

installation guidance to customer. Also includes updates.

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Support

There are three levels of support:

None: No help desk, troubleshooting, questions or onsite support

Helpdesk: Customer has access to the helpdesk through mail or

phone for information on features, equipment use, testing and

troubleshooting; support@e-idsolutions.com or 877-774-3526

On-Site: Technician dispatched on-site at discretion of IDS after

normal helpdesk troubleshooting could not resolve issue;

response time varies according to location

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Why Buy Service?

There are many advantages:

Downtime: What is the cost of having your equipment out of service? A support package helps to ensure you are back up and running quickly

Current features: Selecting a plan that covers software upgrades helps to ensure you are getting the most out of your investment

Hardware: Nothing worse than having the manufacturer’s warranty expire after a year and you product quits shortly thereafter; with the cost of some high tech products having hardware coverage is a smart and inexpensive insurance policy

Support: What happens when your users have a question? Who are they going to call? What if your solution has equipment from multiple vendors? With IDS Help Desk you’ll always have access to a knowledgeable, certified engineer to help explain how the system works, troubleshoot an issue or even recommend complimentary equipment – and one point of contact to deal with manufacturers

Peace of Mind: Let our team worry about coordinating issues with the manufacturer, getting the latest version of code and arranging for equipment return in case of failure – you have enough to do already!

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Service Plan Definition Summary

There are eight service packages:

Declined: Manufacturer’s warranty only, no software maintenance, no support

Bronze: Manufacturers warranty, no software maintenance, help desk

Silver: IDS Standard Warranty, no software maintenance, help desk

Gold: IDS Standard Warranty, software maintenance (updates), help desk

Gold Plus: IDS Standard Warranty, software maintenance (upgrades), help desk

Platinum: IDS Advanced Warranty, software maintenance (updates), help desk

Platinum Plus: IDS Advanced Warranty, SW software maintenance (upgrades), help desk

Platinum Triple: IDS Advanced Warranty, SW software maintenance (upgrades), on-site

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Service Cross Reference Table