Express Support Terms & Conditions

Express Support Contract

Mvix is committed to providing a support program that offers high-value and cost-effective options for all our clients. The goal of our technical support program is to respond quickly to customer issues and to continually improve our handling of our clients’ technical support needs. It complements and extends existing standard technical support option by providing a focused and more responsive assistance for mission critical installations.

Terms

1. The terms of this Express Support Program are in addition to the Terms and Conditions set forth on the website (https://mvix.com/terms-and-conditions/).
2. Express Support Program is available in the United States and Canada. It is not valid where prohibited by law.
3. Express Support Fee (as quoted) is per system per month basis, paid annually. Express Support fee is non-refundable and non-transferrable. Total Support Fee is calculated across all systems for a period of one (1) year, renewable at the contract end-date.
4. Express Support agreements are valid for twelve (12) months. Express Support plans must be purchased within thirty (30)-days of purchase of the system.
5. For advanced replacement (cross-shipping), all defective systems should be returned within thirty (30) days to the Mvix service center or the Express Support contract will be considered voided and the program fee forfeited, if the defective system is not received within thirty (30) days of shipment of the new system. Mvix will provide a pre-paid shipping label for returning the defective system.
6. All requests for Express Support should be requested via the web-based support portal located at: https://mvix.com/submit-a-ticket/
7. Estimated Response Times for Express Support are best estimates and cannot be guaranteed. The response time guarantee only applies for the initial response where best effort will be made to provide the solution to the issue.
8. The Express Support service is offered as a “best efforts” service and without warranty. There is no guarantee that the issue reported would be resolved within the response time specified.
9. All systems purchased under a client account must be enrolled in the Express Support program, in order to leverage its full benefits, including advanced replacement services.
10. Express Support contracts can be canceled at any time. All cancellations within thirty (30) days of purchase is entitled for a full refund of contract fees. No refunds will be honored after thirty (30) days of purchase.