Secure Support - SP03 Service

Secure Support - SP03

5 Working Day Component Exchange & Onsite Repair

Plan Details

1. Includes Toll Free technical telephone support.
2. Includes 5 working day onsite exchange of components diagnosed as defective by TKO.
3. Includes technician dispatch within 5 working days.
4. Includes exchanges that perform the same function as the equipment replaced.
5. Includes TKO repair of components that fail while under service.
6. Includes service support that follows daylight savings time hours.
7. Includes TKO managed Return Materials Authorizations.
8. Includes TKO Alarm Management and System Reports on a monthly basis.

Hours of Operation and Response:

1. Immediate answer by skilled technician or at most a one-hour callback time.
2. Hours are Monday through Friday 8:30am to 5:30pm (PST/PDT as applicable.)
3. Onsite replacement provides 5 working days component replacement by a skilled TKO technician for failures diagnosed prior to 3:00pm (customer time).
5. Replacement for service failures diagnosed after 3:00pm (customer time) will be made by TKO within 6 working days following the diagnosis.

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 or remote help for issues which are not directly related to component failures.
5. 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 added to customer networks beyond those required to repair a service outage will be billed at the then current prices.

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 audio conferencing, video and audio streaming, satellite broadcasting, video conferencing software and equipment (AccessSwitch, Cisco Systems, Sony, Tandberg, Polycom). In addition, we offer video conferencing and telecommunications training.