Aveco Warranty and Service

Aveco offers three levels of support as shown in the table below.  Details of the support contract are available from Aveco sales.  The high level overview of the support contract is presented here.  Please refer to the detailed support contract for additional information.

 

Level Phone/e-mail Response Time Remote System Monitoring System Config changes On-Site Visit
Warranty 1 day Daily for first 2 weeks 3 Days 0
Standard 1 day None 3 Days 0
Enhanced 1 day Every 2 Weeks 2 Days 0
Premium 1 day Every Week 1 Day 2 days

Standard Warranty and Service Policy

The warranty for hardware is one year.  It covers failed components under normal use.

Extended hardware warranty

The hardware warranty can be extended for up to five years from time of purchase.

After five years, the cost of the support is no longer covered by the annual support contract and will be charged on the case by case basis.

Standard Software Warranty

The warranty for the software is one year.

AVECO guarantees that the software works in accordance to the specification at time of sale.

Post warranty services without service contract

AVECO will provide support to its customers without a support contract on a time and material basis.

Regular remote monitoring

Warranty = Every day for first 14 days
Standard = None
Enhanced = Every 2 Weeks
Premium = Every Week

AVECO connects remotely to the system via internet and does a comprehensive analysis of the system's performance. If any error is detected, the customer receives a report of the system status via e-mail with description of the proposed action to be taken.

On-Site Visits Warranty = 3 day response
Standard = None
Enhanced =  None
Premium = 2 days

The premium support includes two non-cumulative days of AVECO engineer’s work at the customer’s site.

Software upgradesAll support levels and warranty

Software upgrades to the features purchased by the customer are provided free of charge as they become available.  New capabilities and features are not included.

System expansion

Requests for expanding the system's features be prioritized based on customer’s support contract.  Premium policies have higher priority than Enhanced policies and Enhanced policies have higher priority than Standard Policies.

Standard Assistance – Normal Business Hours

All support levels and warranty

During business hours (between 9:00 and 17:30, GMT+1:00, Monday to Friday, excluding holidays).

E-mail    support@aveco.com

Phone    +420235366707

Fax        +420220610728

Emergency Assistance – 24/7/365All support levels and warranty.

In case of problems affecting broadcasting, emergency assistance is available 24 hours a day, 7 days a week.

Phone: +420605219438

System administration

Warranty = 3 day response
Standard = 3 day response
Enhanced = 2 day response
Premium = 1 day response

This includes changes of user rights and priorities and other system tuning which can be made by through the system's set-up configuration.  These changes are done remotely via the internet.