Our service promise to you.
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.
· 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
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.
Help Desk – Unlimited Video Conference, Phone, email Support
Remote Support – Remote Desktop Support & Conference Test Point
Preferred Rates – Reduced Labour & Equipment Pricing
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
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 email@example.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
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 ~ firstname.lastname@example.org