Beyond Scope Support is any support we provide that is expressly above your particular support level. Given the time and know how, we will go above and beyond to try and help solve your issues. Please familiarize yourself with our support levels to get a better idea of what might qualify as Beyond Scope Support for you:
Where does Beyond Scope Support begin?
Beyond Scope Support starts when you have an issue that we find to be beyond your current level of support. It will take extra time, resources, or manpower that we cannot typically dedicate to any one customer. However, we won’t just leave you hanging! We want to help you fix any issues your device or systems may be experiencing. Once we have confirmed that this issue is more work than is currently supported by your support level, we will continue to work with you to produce a plan of action and work on a resolution within a reasonable time frame.
What does Beyond Scope Support Cover?
Beyond Scope Support covers any and all issues not typically covered by your support level, or even by our staff. Need suggestions for third-party applications to manage your content? We’ll help you research them and see what will work best for our systems. Have a device that’s just out of warranty, but needs to be fixed ASAP? We’ll try to waive that extra fee, on a case-by-case basis. Need a phone call? We may offer a one-time courtesy call, with additional calls available at $99 per callback. We will try to work with you to find a solution. Our company is in the Digital Signage business, but our Support staff is in the Customer Satisfaction business!
Best Effort Support
Our goal at Mvix is to assist our clients with the best services to ensure project success. All Beyond Scope issues can be handled using our Best Effort Support process. In our Best Effort Support process, we make all reasonable attempts to troubleshoot and resolve in the face of uncertainty as to whether a resolution can be achieved. The primary objective of our client success team is to ensure Customer Satisfaction. The team will perform to the best of their efforts in resolving your issue. If your issue is beyond our scope, we will try to find a third-party solution to assist you. However, Mvix cannot provide further services past Best Effort Support and resolutions of issues cannot be guaranteed.
What does Beyond Scope Support not cover?
There is a point where we will have to refuse to extend our support. This is going to be for the particular cases that are well outside our expertise, control, or ability to help. Say your ISP cuts off your Internet access, we will be unable to help you with that. We are unable to guarantee third-party support, as we do not control those products. We are unable to customize every little aspect of our products to suit you exactly, but we will try to fit your needs. Please understand that Beyond Scope Support is meant to be a helping hand where we can offer it, not a catch-all for out-of-support level work.
We promise to always try and resolve your issue
While we may be unable to immediately solve your problem, or even provide an answer you may want, we promise we will make every effort to help rectify any issue you may have with our systems. We strive to offer the best product and support for that product we possibly can. Note that while we won’t stop working on your issue, in these cases, your support process will slow while we sort out the issue, as we are unable to put it as a priority in front of others who also have issues of their own.
Problems, Questions, Corrections: If you have any further questions, problems, or corrections you would like to see made, please open a support ticket.