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

Included Software

SMART Meeting Pro® software no yes yes yes
SMART TeamWorks™ software Optional Connected Edition
SMART Remote Management software Optional yes N/A

(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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