Mvix Support Center provides timely and professional assistance to its customers across the world via three support packages.
The first tier of the support packages Mvix offers is standard support. In other words, it is included with the purchase of any Mvix product. It is available for a period of one year from the date of purchase. This option provides technical support via web-based tickets.
The second tier of the support packages Mvix offers is express support. It includes standard support as well as provides faster RMAs and enhanced SLAs from Standard Support. It’s significant to note that Express Support is billed on a per-account basis.
The top tier of the support packages Mvix offers is Signature Care. Not only does it include standard support but also expresses support. It is the highest possible level of support available for Mvix products. To put it differently, Signature Care complements and extends existing standard technical support options by providing more focused and more responsive assistance for mission-critical installations. Our Signature Support plan is offered on a per device basis. Signature Care agreements are valid for 12 months. It’s available at the time of product purchase or during the first 30-days of purchase.
Fees for Signature Care
Signature Care fees (as quoted) are calculated per device. Therefore, the Signature Care fee is non-refundable and non-transferrable. Monthly-billed plans require a minimum commitment of 1-year. Notably, it is renewable at the end of the contract end-date. It is important to realize Signature Care contracts can be canceled at any time. All such cancellations, however, incur an early termination penalty of 50% of the total Signature Care plan. Discounts are available for larger quantities. So, contact your solutions consultant today for more details.
Another key feature of Signature Care is personalized training. Personalized training for Signature Care contracts is free for two hours of training per account per year. All requests for Signature Care should be made via the web-based support portal.
Estimated Response Times
Estimated Response Times (SLA) are based on business hours (8:00 am – 5:00 pm EST) and are best estimates and cannot be guaranteed. The response time guarantee only applies for the initial response where the best effort will be made to provide the solution to the issue. The Signature Care and Instance-based service are offered as a “best efforts” service and without warranty. There is no guarantee that the reported issue will be resolved within the response time specified.
All defective products should be returned within 30-days of issuance of the cross-shipped order. Failure to return the products within this allocated time will result in a credit card charge for the cost of the product. This policy only covers original, unaltered, and unmodified devices and hardware. This warranty does not cover damage caused by accident, improper care, negligence, normal wear, and tear, or the natural breakdown of colors and materials over an extended time and use. This warranty is available for the lifetime of these products.
Under our unique 36-month replacement (“Tech Refresh”) guarantee, we are committed to upgrading and replacing every signage player on your network every 36 months. At no charge to you. Regardless of the condition, we will replace your signage devices with the most up-to-date technology available. To be sure that your digital signage network is never outdated or obsolete. Signature Care does NOT cover the de-installation of old units and/or installation of new units.