SERVICE SUPPORT OFFERINGS

Explore our service offerings in more detail

Offering SMART Limited Equipment Warranty Basic / Basic Plus Elite / Elite Plus

Product Information

Knowledge base access yes yes yes

RMA

Advanced hardware replacement Return for repair only yes yes
RMA order processing Best effort 24 hr 24 hr
Advanced hardware shipping guarantee* N/A - Return for repair only 10-day max 5-day max

Support

24/7 case management via web N/A yes yes
Phone/Web support initiation yes yes yes
Remote expert access (Level 2-4) yes yes yes
Support hours 7-4 MST 9-5 (local time) 24/5
Weekend/Holiday support no no no
Qualified response time Best effort 2hrs 1hr
Incident prioritization Standard 3 2

Software

SMART Meeting Pro® N/A yes
Updates Included
yes
Updates Included
SMART TeamWorks™ N/A Available by subscription Available by subscription
SMART Remote Management N/A Available by subscription Available by subscription

PLUS onsite support

Onsite break-fix coverage by SMART authorized technicians** no PLUS only PLUS only

* Door-to-door, or port of entry. See SMART Services Terms & Conditions for regional service level objectives outside of NA and EU.

** Terms and conditions apply. See SMART Services Terms & Conditions for details.

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