Bronze Plan

Bronze Support Plan

Phone incident support package

• • Price Advantage – because you are a support plan customer you will receive a 10% discount on parts and labor.

  • Phone Support – as a bronze support customer you are allowed two no fee phone support incidents per quarter, eight total phone support calls per year. Return calls relating to an existing open case or unresolved issue do not count against the quarterly support incident total. If the allotted support call total is exceeded in a quarter a fee will be imposed on each additional phone support incident. Unused support incident calls from previous or advanced quarters cannot be applied to the current quarter†.

  • Online Support Services – as a bronze service plan customer when you call in with a problem a support technician will login into your system remotely* and evaluate the problem. Any issue that can be corrected online will be done as soon as possible. If a technician must be dispatched the online support technician will place your call in the next available call slot‡.

  • Onsite Response Time – as a service plan member your “emergency” calls will be placed in higher priority time slots than those customers who do not have a service plan‡. Emergency calls are performed at the reduced service rate.

* This is assuming that there are no connectivity issues beyond our control ( i.e. incorrect firewall configurations, network outages, power failures, etc.)

† Fees will vary depending on the complexity and length of time of the call. Some exceptions will be made with regards to applying unused previous or advanced quarter incidents to the current quarter once incident total is reached. These exceptions will be determined on a case-by-case basis.

‡ Your call will be prioritized above those customers who do not have service plans. In the event the call comes in after 1700 PST a service technician will be dispatched on the next business day. Your priority in the queue is based on a first call in, first call out system with other bronze service customers. Those customers with silver or gold support packages will be given higher priority before you. In the event that a service technician becomes available who is not a specialist on your system, you will be contacted and given the option to have the available technician dispatched. If the available technician is refused you will remain in your current place in the queue to await the availability of a service specialist.