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PJS Systems Inc. > Service > Service Level Agreement

Service Level Agreement


HELPDESK
Included as the foundation for every PJS onSite Service Level Agreement. This service includes phone, chat and eMail support. PJS technical resources can support you in the operation of your system, including technical issues and questions about the operation of your system. The main benefit is saving time and the expense of dispatching a service technician to site.

PREFERRED
Exclusively available to PJS onSite customers only. Any products and service work outside the service level agreement or changes to the system are billed at preferred rates. This also includes a new system or components, equipment bench testing and repair costs.

PROACTIVE
Equipment maintenance is critical in reducing your system’s down time and increasing productivity. Regular system maintenance ensures the equipment manufacturer’s warranties remain valid and claims are not denied due to poor maintenance practices. Proactive service also includes software and firmware checks and update while giving you the peace of mind that your advanced technical equipment is current and protected from security threats.

REPORTS
After each Proactive Maintenance a customized report based on the ANSI/INFOCOMM 10:2013 audio visual design standards document is delivered. This will keep you informed of work performed, system health status, upcoming concerns and recommendations. This is important information when analyzing your return on investment and budgeting for upcoming expenses.

SUPPORT
Includes all of the service labor to maintain the functionality of your integrated systems. Including the diagnosis, removal and re-installation (after repair or replacement) of faulty or failed equipment that may or may not be covered by the manufacturer’s warranty. Support also extends your systems workmanship warranty for the term of the agreement.

TRAINING
Ensure your organization is maximizing the benefits of your integrated systems by enabling you to capitalize on the increased productivity your systems were designed to provide. Your designated staff members are trained on the equipment functionality and features as required so they feel competent utilizing the systems and maximize your investment.

REMOTE
Remote includes remote service labor to diagnose & make adjustments to your system via remote login support during business hours (8:00 AM to 4:30 PM Monday – Friday). We can query and monitor the status of on line devices, download updated code or firmware, and make adjustments to system settings as required. Remote services can diagnose or resolve system issues quickly and efficiently, and in many cases eliminates the need for a technician to be dispatched to site, saving time and money. Remote requires access to an external network and additional hardware. Additional hardware and associated network costs are not included.

24/7
24/7 adds 24/7 after hours service to your SLA. With this option you have access to remote service about to diagnose & make adjustments to your system via remote login and on-call technicians who can be dispatched to attend to your system outside of normal business operating hours. With this option, all emergency and after hours call out fees are waived.