SLA program

With you every step of the way

At EVS we strive to provide our customers with best-in-class customer service and support at all times. Your full satisfaction about our products and services is our top priority. Therefore, we have developed a service level agreement (SLA) program that guarantees smooth-running operations, uptime maximization, secured investments and better control of your Total Cost of Ownership (TCO).

To meet our customers' specific needs and budget, our SLA program is comprised of an Advanced package and a Premium package as described in the table below.

Support Services	Advanced package	Premium package
Access to knowledge base (Procedures, Tutorials, EOL)	⚫	⚫
Incident case/tracking (by Priority)	⚫	PRIORITY
24/7 Telephone Support (Response Time)	1 Hour	30 Min
Product Change Request	⚫	PRIORITY
Remote System Health Check	1/year	4/year
Onsite Technical Intervention	72 hours	24 hours
Technical Account Manager	Option	⚫
SOFTWARE SUPPORT
Access to Software Updates	⚫	⚫
Access to Software Upgrades	⚫	⚫
Alerts about Updates and Upgrades	⚫	⚫
Remote SW Update / Upgrade assistance	⚫	⚫
HARDWARE SUPPORT
Advance Exchange of parts	3 Business Days	1 Business Day
Free Replacements of parts	⚫	⚫
Hardware Upgrade (Same generation) - XT-VIA & XS-VIA	Option	⚫
Onsite Spare Parts	Option	⚫

Remarks:

All SLA Services are subject to conditions (see details in document)
Some of the above listed Services are not available for all Equipment (see details in document)
Premium Service Level is not available for MI Equipment alone (but is available if MI Equipment is combined with other Equipment)