SENSUS Support

Our service promise to you.

Peace of Mind

Integrated systems are a significant investment and must be maintained to optimize performance and get the maximum life expectancy. The SENSUS Support Service Level Agreement provides peace of mind that your technology investment will continue to function the same as it did on day one and end users are continually supported.

The primary goal of SENSUS SUPPORT is to ensure that your service level matches your organization’s needs and budget. Whether your operations are mission critical and require immediate onsite action or just someone on the end of the phone to answer simple questions, we have a service level that meets your needs.

Objectives

· Maximize system uptime
· Reduce Mean Time Between Failures
· Reduce Mean Time to Recovery
· Increase end user adoption rates
· Budget for the systems cost of ownership
· Minimize unforeseen costs
· Take responsibility for support ownership and accountability
· Build trust and credibility with users

Support Options

SENSUS GOLD and SILVER both include our Help Desk, Remote Support, and Preferred Rates for labour and equipment outside the scope of the SLA. SENSUS SUPPORT GOLD also adds Onsite Support, Preventative Maintenance,Training, and an Annual System Analysis Report. These comprehensive managed services will proactively reduce audio-video malfunctions in your integrated systems while maximizing the productivity of your organization. SENSUS minimizes unforeseen costs and allows you to budget for your audio-visual system cost of ownership.

Features
Silver
Gold
Help Desk – Unlimited Video Conference, Phone, email Support
Remote Support – Remote Desktop Support & Conference Test Point
Preferred Rates – Reduced Labour & Equipment Pricing
Onsite Support – On Premise Technical Support
Training – Remote or Onsite Instruction With Designated Users
Preventative Maintenance – Equipment Upkeep & Maintenance
Annual System Analysis Report – System Verification Status Report

 

Silver

Help Desk – Unlimited Video Conference, Phone, email Support
Remote Support – Remote Desktop Support & Conference Test Point
Preferred Rates – Reduced Labour & Equipment Pricing

Gold

All silver features +
Onsite Support – On Premise Technical Support
Training – Remote or Onsite Instruction With Designated Users
Preventative Maintenance – Equipment Upkeep & Maintenance
Annual System Analysis Report – System Verification Status Report

Our Promise to You

SENSUS SUPPORT provides access to SENSUS technical resources when you need them during national business hours, 8:00am – 8:00pm EDT. SENSUS understands the ever-changing needs of our customers and have developed response times in accordance with these priorities. The SENSUS SUPPORT program guarantees that you will receive a reply from us within one hour of your call or eMail during business hours.

SENSUS will respond to service related requests submitted by the customer within the following time frames:

Within 4 Hours for issues classified as HIGH PRIORITY
Within 2 Business Days for issues classified as MEDIUM PRIORITY
Within 5 Business Days for issues classified as LOW PRIORITY

Our Call Centre will open a service request ticket for all calls or eMails from a designated system user, and all service requests will be tracked until a final resolution is achieved. To start a Service Request with SENSUS SUPPORT simply contact us at 1-888-827-7200 or support@sensusinc.com and a support agent will be happy to assist you.

· Live phone support: 8:00 AM to 8:00 PM Monday – Friday (ET)

· Live eMail support: Monitored 8:00 AM to 8:00 PM Monday – Friday (ET)

· Onsite support dispatched: 8:00 AM to 5:00 PM in your local me zone

· 24 Hour Video Test Point

Customer Care

Happy to help you 8:30-5:00 (EST) M-F
care@sensusinc.com

Returns / Warranty

. Need to return something? No problem.
Fill in our quick RMA form.

Service Ticket

Did you break something? Do you need help with a past installation? No worries, we've got you. Submit a quick ticket.

SLA Features, Benefits, & Details

Provides unlimited access to SENSUS technical resources via phone, email, or chat. SENSUS technical resources can support you in the operation of your system, including technical issues and questions about the operation of your system in many cases saving you the expense of dispatching a service technician to site.

1-888-827-7200 ~ support@sensusinc.com

As a SENSUS Support customer you are entitled to Preferred Rates for work that is not included in this SLA. This includes additions or changes to your system iv, as well as work deemed to be outside of the scope of this SLA.

[All additions and changes to your systems will be covered under your SLA agreement if performed by SENSUS. The cost of inclusion in your SLA (if applicable) will be shown as a separate line item on your quotation; this amount will be prorated to the anniversary of your agreement.]

Remote Support includes unlimited remote service labour to diagnose & make adjustments to your system via remote login support during business hours 8:00 AM to 4:30 PM Monday – Friday. We can query and monitor the status of on line devices, download updated code or firmware, and make adjustments to system settings as requested or required. Remote, diagnoses or resolves system issues quickly and efficiently, and in many cases eliminates the need for a technician to be dispatched to site, saving you time and money. For those issues not resolvable online Remote Support helps us to determine if we need to dispatch a technician to site or if we can work with your user or technician remotely to resolve the problem. Remote Support also ensures that if required our technician arrives on site equipped with the proper knowledge and tools to fix the problem efficiently. Remote SUpport requires access to an external network, in some cases additional hardware may be required. The cost of the additional hardware is not included in this SLA.

The annual system analysis report is a customized dynamic report designed around the ANSI/AVIXA 10-2013 audio visual standards. This will keep you informed to your systems’ health status including any upcoming concerns and recommendationsiii. This is important information when analyzing your return on investment and to budget for upcoming expenses. Reports are delivered following each Preventative Maintenance Support visit.

Onsite Support includes all the service labour to diagnose, remove and reinstall (after repair or replacement) faulty equipment in your system, that is covered by manufacturer’s warranty, for the term of this SLA. Support also extends your systems workmanship warranty for the term of the SLA. Onsite Support does not extend the equipment manufacturer’s warranty.

Our proactive Preventative Maintenance service is the cornerstone of SENSUS and includes one annual system verification and maintenance visit approximately one month prior to the renewal of the SLA. A properly verified & maintained system will dramatically reduce or eliminate the number of “Break & Fix” support calls, saving your organization time and money. Preventative Maintenance Support reduces loss of service, ensuring your system is operating at peak performance when you need it. Proactive service ensures that your manufacturer’s warranties remain valid and claims are not denied due to faulty maintenance practices and includes software and firmware updates giving you the peace of mind that your Audio Video equipment is up to date and functional. The annual verification and preventatvie maintenance program follow a format similar to the industry standard ANSI/AVIXA 10-2013 commissioning process. The costs of travel and parking are included for all scheduled preventative maintenance support visits.

To ensure that your organization is maximizing the benefits of your systems, SENSUS Training Support will train designated staff members as required, so they feel competent utilizing the systems, enabling you to capitalize on the increased productivity your systems were designed to provideii. Training is available remotely by phone, teleconference, and onsite. Training Support onsite is performed by a SENSUS employee familiar with your system. Up to 3 hours of on site or remote training is included with the term of the SLA.