SERVICE SUPPORT OFFERINGS

Explore our service offerings in more detail

Offering SMART Limited Equipment Warranty Basic /
Basic Plus
Elite /
Elite Plus
Platinum /
Platinum Plus*
Product Information
Knowledge base access yes yes yes yes
RMA
Advanced hardware replacement Return for repair only yes yes yes
RMA order processing Best effort 24hrs 24hrs 24hrs
Advanced hardware shipping guarantee** N/A - Return for repair only 10-day max 5-day max 3-day max
Support
24/7 case management via web N/A yes yes yes
Phone/Web support initiation yes yes yes yes
Remote expert access (Level 2-4) yes yes yes yes
Support hours 7-4 MT 9-5 (local time) 24/5 24/7
Weekend/Holiday support no no no yes
Qualified response time Best effort 2hrs 1hr 1/2hr
Incident prioritization Standard 3 2 1
Managed Services (for SMART Room System™ only)
Usage reporting and proactive monitoring/alerting no no yes yes
Software maintenance (SMART Meeting Pro® room and personal licenses)
Updates: major and minor releases no yes yes yes
NEW: PLUS onsite support
Onsite break-fix coverage by SMART authorized technicians**** no PLUS only PLUS only PLUS only

* Available only with the SMART Room System

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

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

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