Customer Support Plans
The smart way to handle your AV / IT equipment support:
- Ensure you incur minimal downtime and the opportunity cost associated with it.
- Achieve a reduction in warranty/repair cost
- Ensure safety for staff / students throughout the life of your interactive classroom.
Standard Customer Support Plan
Customer Support Plan comparison table
| Item |
Description |
Standard |
Premium |
| Duration |
Command Integration service warranty is 12 months from date of service |
Yes |
Yes |
| Response Times |
Response within 24 hours of service call request |
No |
Yes |
| Equipment |
Command Integration passes on manufacturers warranty |
Yes |
Yes |
| Connections |
All connections and interconnect cables within the system |
Yes |
Yes |
| Lamps |
Lamps at cost, filter clean and or replacement |
No |
Yes |
| Phone Assistance |
Business hours phone support |
Yes |
Yes |
|
After hours phone support |
No |
Yes |
|
| Repairs |
Out of warranty repairs charged at cost |
No |
Yes |
| Repair Removal |
Cost of removal of faulty equipment and delivery to repairer |
No |
Yes |
| Repair Installation | Cost of re-installation of equipment and collection from repairer |
No |
Yes |
| Loan equipment | Loan equipment supplied where available while faulty equipment repaired provided the equipment was originally supplied by Command Integration |
No |
Yes |
| Training | Training session for new users, personnel changes of refresher (max 2 per year) |
No |
Yes |
| Interactive Whiteboard | Recalibration of interactive whiteboards as required |
No |
Yes |
| Emergency Call | Response within 4 hours of service call request (emergency fee applicable) |
No |
Yes |
| Charges | Standard fee charges apply to all NO items listed above | ||
| Fees | Fees charged without Maintenance Contract or outside of terms of a contract: | ||
|
Service call attendance fee: $200 |
|||
| Locale | Sydney Metropolitan Area - Regional areas POA | ||
| Limitations |
Standard support plan includes a maximum of 4 site visits per year and a maximum of 3 hours per visit. Premium support plan includes a maximum of 10 site visits per year and a maximum of 3 hours per visit. |
||
| Exclusions |
Equipment that requires repair or replacement that is not under warranty will be charged at the usual cost and will be in addition to payment for a support plan Damage to equipment caused by tamper or theft or misuse of equipment Damage to equipment caused by lightning strike or power surge Costs incurred if parking cannot be provided to service technician are not included Pricing quoted excludes GST Separate preventative maintenance proposals are available on request |
||
| Contract | Fees are charged annually in advance | ||
The smart way to handle your annual AV/IT equipment support.
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