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)


24/7 telephone support


Product Change Request

Available for MI Equipment only


Remote system health check



Onsite technical intervention

72 hours

24 hours (3)

Technical account manager

Option (1)




Access to software updates

Access to software upgrades

Alerts about updates and upgrades

⚫ (1)

Remote update / upgrade assistance




Advance exchange of parts

3 Business days

1 Business day

Free replacements of parts

Hardware upgrade (Same generation) - XT-VIA & XS-VIA


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.


  • 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.

View complete document

Contact us

If you have questions or would like to receive a quotation, please contact your EVS sales representative.

hand check

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