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).
|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||⚫|
|Access to software updates||⚫||⚫|
|Access to software upgrades||⚫||⚫|
|Alerts about updates and upgrades||⚫||⚫|
|Remote update / upgrade assistance||⚫||⚫|
|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 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
EVS has expanded its online self-service capabilities through the EVS Knowledge Base where you can find valuable information on common customer issues, with self-help instructions on how to address them. The Knowledge Base also gives you access to instructional videos and articles as well as insights on workflow optimization.
These online materials are accessible through MyServices portal.
Support during office hours
You can call a regional support phone number during local business hours or submit your issues through MyServices web portal or support email address. All cases created are monitored and responded with high prioirty during office business hours by our team of dedicated technical engineers.
Incident case tracking
A dashboard available through the EVS web portal gives you full visibility on the status of your incident case for your peace of mind.
For any critical issues, you have access at any time to a dedicated hotline that guarantees phone communication with a technical support engineer within 1 hour.
Remote system health check
Using secure connections, EVS will proactively perform a system health check once a year to ensure your solution is running properly and at its fullest potential.
Onsite technical intervention
In case a critical issue (all severity level issues are defined in your contract) cannot be solved remotely and requires an onsite intervention, EVS will send an experienced technical engineer to help resolve it. The timeframe depends on the presence of an EVS office in your region. We advise you to contact your sales representative for further information.
You always benefit from the latest software updates which include bug fixes, feature enhancements and minor improvements available through the EVS download center on www.evs.com.
You always have free-of-charge access to the latest software upgrades which include significant changes or major improvements over current software version.
Alerts about updates and upgrades
You can choose to subscribe to this service to be notified whenever a new software update or upgrade is released.
Advanced exchange of parts
When a part is defective, fast delivery of parts is critical to minimize the risk of downtime and eliminate lead times. This service provides you with immediate access to replacement part which are free-of-charge. The repaired part will be returned once your issue is under control.
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 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
Under certain conditions*, we will assign a Technical Account Manager (TAM) to your account, providing your team with a single point of contact. Your TAM will act as your trusted advisor, providing direct oversight and regular communication in a proactive approach to overcome challenges and reduce issues. He will lead the efforts to follow-up on reported issues, align with key stakeholders and effectively manage escalation to ensure overall customer satisfaction.
The TAM is a highly-skilled, specialized customer service professional, with experience in program and project management, quality assurance, and support account management. Strong product knowledge and timely reporting will serve to strengthen relationships and meet your business expectations.
*Access to a TAM is included in Premium packaged from a specific amount. Please contact your sales representative for further information.
Onsite spare parts
This service guarantees you the highest degree of spares availability. You don't need to wait the shipment of a replacement part since EVS provides you with a set of critical EVS-owned hardware components to be stored at your site where they may be used to replace defective parts.
Hardware upgrade subscription for XT-VIA and XS-VIA
With a hardware upgrade subscription for XT-VIA and XS-VIA, you benefit from free-of-charge upgrades to the latest internal board revision upon release. This applies to XT-VIA and XS-VIA only, excluding any other past or future server generations.
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.