Optim Systems offers three levels of maintenance. Please refer to your contract to determine the degree of maintenance purchased.
Standard Maintenance
Equipment supplied by Optim Systems are covered by a factory return/repair warranty for one year.
Business Hours: Other than troubleshooting, all work is performed during Optim Systems normal business hours (9:00 a.m. to 5:00 p.m. local time zone), excluding Cornet Technology, Inc. observed holidays.
Premium Maintenance
Telephone Support 1- 800 770 3434
24 hours a day, 7 days a week, toll free telephone hotline support. This toll free service provides Videoconferencing System End-users with access to factory certified engineers and technicians that will provide a full range of support for operations related questions, or troubleshooting, and fault analysis support. There is no limit to the amount of calls. In the event of suspected trouble, the Optim Videoconferencing Technical Assistance Center (OVTAC) support personnel will work with local site users to isolate and correct all system or network related issues.
Software Protection
Software protection package - includes updates, release notes, Software Patches released by VTC equipment manufacturer only.
Business Hours
Other than troubleshooting, all work is performed during Optim Systems normal business hours (9:00 a.m. to 5:00 p.m. local time zone), excluding Cornet Technology, Inc. observed holidays.
Repair and Replacement of Components
Service includes all parts, subject to availability from the manufacturer, repair or replacement of malfunctioning components. Cornet Technology uses adequate and proper test equipment to ensure expeditious repair of malfunctioning components. When a spared component must be replaced, a replacement will be shipped to the customer’s location to arrive the next business day, if determination is made before 3 pm local time on a business day.
This agreement does not cover equipment replacement for CLI, Tandberg 2000 and 5000 series Equipments, VTEL, OR other legacy systems. Manufacture or product support no longer exists and replacement parts are extremely limited. All Hardware for these products will be replaced on a Time and Material Basis.
Customer Support Requirement
Customer must provide a dedicated site representative to work via telephone with the Cornet Service Representative for the duration of the troubleshooting and analysis phase of a trouble call and provide access and serve as an escort for on-site service requirements. Customer must provide means of remotely accessing all equipment under service contract with Cornet Technology. This includes the Videoconferencing System, CODEC, MCU, Gateways, Multiplexers, Inverse Multiplexers, ISDN Terminal Adapters, and other equipment covered under the maintenance plan.
The customer must provide a modem line connection to be used for remote access and diagnostics. Cornet Technology Technicians cannot be dispatched to the customer site with out remote analysis via modem connection. The elimination of this process voids the on–site service requirement for any service-related action.
Premium Plus Protection Package Description
Service Type: Premium Plus
Telephone Support 1 - 800 770 3434
24 hour a day, 7 day a week, toll free telephone hotline support. This toll free service provides Videoconferencing System End-users with access to factory certified engineers and technicians that will provide a full range of support for operations related questions, or troubleshooting, and fault analysis support. There is no limit to the amount of calls. In the event of suspected trouble, the Optim Videoconferencing Technical Assistance Center (OVTAC) support personnel will work with local site users to isolate and correct all system or network related issues.
On-Site Repair
In the event of hardware failure, Optim Systems will dispatch a Certified Videoconferencing Field Service Technician to replace or repair defective equipment on the next business day. If new system software is needed, Optim will ship new software to arrive on site the following day or arrange for download from the manufacturers web site. Once received by the site, the OVTAC will work with local site personnel to restore the system to a state of operational readiness.
This agreement does not cover equipment replacement for CLI, Tandberg 2000 and 5000 series Equipments, VTEL, OR other legacy systems. Manufacture or product support no longer exists and replacement part are extremely limited. All Hardware for these products will be replaced on a Time and Material Basis.
Software Protection
Software protection package - includes updates, release notes, Software Patches released by VTC equipment manufacturer only.
Business Hours
Other than troubleshooting, all work is performed during Optim Systems normal business hours (9:00 a.m. to 5:00 p.m. local time zone), excluding Cornet Technology, Inc. observed holidays.
Repair and Replacement of Components
Service includes all parts, subject to availability from the manufacturer, for repair or replacement of malfunctioning components. Optim Systems utilizes adequate and proper test equipments to ensure expeditious repair of malfunctioning components. When a spared component must be replaced, a replacement will be shipped to the customer’s location to arrive the next business day, if determination is made before 3 pm local time on a business day.
Customer Support Requirement
The customer must provide a dedicated site representative to work via telephone with the Optim Systems Service Representative for the duration of the troubleshooting and analysis phase of a trouble call. This person shall provide access and serve as an escort for on-site service requirements. Customer must provide a means of remotely accessing all equipment under service contract with Optim Systems. This includes the Videoconferencing System, CODEC, MCU, Gateways, Multiplexers, Inverse Multiplexers, ISDN Terminal Adapters, and other equipment covered under the maintenance plan.
The customer must provide a modem line connection to be used for remote access and diagnostics. Optim Systems technicians cannot be dispatched to the customer site without remote analysis via modem connection. The elimination of this process voids the on–site service requirement for any service-related action. |
