Silver Support

Remote Phone Support plan

Leverage Information Systems’ video practice is committed to providing exceptional service and support to our customers.  As part of that commitment, we offer two service support plans: Silver and Gold.  Each is tailored to provide the right amount of support for your video systems.  Our Silver plan featuring phone center support is described below.

Leverage Information Engineering will remotely diagnose reported system failures, and provide resolution. Remote support is predicated upon establishing VPN connectivity and appropriate access to the Customer’s network. Corrective action may be resolved remotely, or require replacement of Field Replaceable Units.

• Response Time to initial call: 1 hour (normal business hours)
• Parts Coverage: All parts are covered under this plan. The only exceptions are standard consumable items such as batteries, access cards, etc.
• Leverage will provide system level training. Failed components will be diagnosed by Leverage and replaced by the customer.
• Items Not Covered: Any damage caused by misuse, abuse, accident, disaster, fire, flood, water, wind, lightning and Acts of God. Also, any items designed to fail in order to protect equipment, such as power and/or lightening suppressors.