Essential Support Component - SP02c Service

Esential Support Component - SP02c

Phone Support & Exchange Components

Plan Details

1. Includes Toll Free technical telephone support.
2. Includes advance exchange on components that are diagnosed as defective by TKO.
3. Includes exchanges that perform the same function as the equipment replaced.
4. Includes mail-in repair of components that fail while under service.
5. Includes service support that follows daylight savings time hours.
6. Includes expedited Return Materials Authorizations.

Hours of Operation and Response:

1. Immediate answer by skilled technician during normal business hours.
2. Hours are Monday through Friday 8:30am to 5:30pm (PST/PDT as applicable.)
3. Advance replacement provides same business day component shipment for failures diagnosed prior to 3:00pm (customer time).
4. Replacement components for failures diagnosed after 3:00pm (customer time) will be shipped the next business day.

Exclusions

1. Weekends and National Holidays.
2. Coordination of services to outside vendors such as telecommunications companies.
3. Determination of compatibility levels or interface issues with non-covered equipment.
4. On-site Support.
5. Remote help for issues which are not directly related to component failures.
6. After hours support during the period 5:30pm to 8:30am (PST/PDT as applicable.)

Service Fees:

1. One time annual fee per network, which includes specific supported components.
2. Products not returned from customers will be invoiced if returned product is not received within 10 days of replacement ship date.

TKO reserves the right to charge customer at then current time and expense/materials rates for any customer requested service which is outside the scope of this service offering.

TKO Video Communications

TKO also provides video and audio streaming, satellite broadcasting, audio conferencing and video conferencing software and equipment (Sony, Tandberg, Polycom, AccessSwitch, Radvision, Cisco Systems). In addition, we offer video conferencing and telecommunications training as well as customized excecutive conference tables for the boardroom.