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)
Find out more
Click below to access the full details of our SLA program.
Contact us
If you have questions or would like to receive a quotation, please contact your EVS sales representative.
Please note that our SLA are subject to our general terms and conditions of sales.