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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 program that guarantees smooth-running operations, uptime maximization, secured investments and better control of your Total Cost of Ownership (TCO).

To meet customers' specific needs and budget, EVS offers two levels of support services: Advanced and Premium

 

Support Services

Advanced package

Premium package

Access to knowledge base
Support during office hours
Incident case / tracking (by priority)
24/7 telephone support PRIORITY
Remote system health check 1/year 4/year
Onsite technical intervention PRIORITY
Technical account manager * Option
SOFTWARE SUPPORT    
Access to software updates
Access to software upgrades
Alerts about updates and upgrades
Remote update / upgrade assistance
HARDWARE SUPPORT    
Advance exchange of parts PRIORITY
Free replacements of parts
Hardware upgrade subscription - XT-VIA & XS-VIA Option
Onsite spare parts Option

* Access to a Technical Account Manager is included in Premium package from a specific amount. Please contact your sales representative for further information.

 

ADVANCED PACKAGE

Advanced is designed for customers who require fast and responsive support with access to a comprehensive set of services. The package guarantees fast response time 24/7, onsite technical intervention, fast shipping of parts and access to the latest software major releases. In addition, the Advanced package provides you with higher support prioritization and proactive remote system health checks. 

The Advanced support plan includes:

 

  • Access to knowledge base 

  • Support during office hours 

  • Incident case tracking 

  • Telephone support 

  • Remote system health check 

  • Onsite technical intervention 

  • Software updates 

  • Software upgrades 

  • Alerts about updates and upgrades 

  • Advanced exchange of parts 

OPTIONS:

You may add the following options at an additional fee:

  • Onsite spare parts
  • Hardware upgrade subscription (XT-VIA and XS-VIA)
  • Technical Account Manager

 

 

 

PREMIUM PACKAGE

Premium is aimed at those with the most complex and critical systems, who require the fastest and most responsive services to secure their investments and have a full control of their TCO.

The package includes all the services provided in the Advanced package with the highest prioritization. In addition, you get access to onsite spare parts, hardware subscription for XT-VIA and XS-VIA, and the services of a Technical Account Manager (under certain conditions). 

The Premium support plan includes:

 

  • Technical account manager 

  • Onsite spare parts 

  • Hardware upgrade subscription for XT-VIA and XS-VIA 

 

For further details or a quotation, please contact your EVS sales representative.

 

Please note that our SLA are subject to our general terms and conditions of sales.