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 |
⚫ |
PRIORITY |
|
Product Change Request |
Available for MI Equipment only |
PRIORITY |
|
Remote system health check |
1/year |
4/year |
|
Onsite technical intervention |
72 hours |
24 hours (3) |
|
Technical account manager |
Option (1) |
⚫ |
|
SOFTWARE SUPPORT |
|
|
|
Access to software updates |
⚫ |
⚫ |
|
Access to software upgrades |
⚫ |
⚫ |
|
Alerts about updates and upgrades |
⚫ (1) |
⚫ |
|
Remote 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 (2) |
⚫ |
(1) Option non available for MI Equipment.
(2) Option non available for Dyvi and Neuron.
(3) Onsite technical intervention within 24h can not be guaranteed in all areas. Please check with your account manager for more information.
Remarks:
- All SLA services are subject to conditions (see details in document)
- The Premium SLA is not available for Media Infrastructure equipment
- SLA services do not cover the Synapse product
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.