Aveco Warranty and Service

 

All new Aveco products come with a one year factory warranty that covers both hardware and software. Annual support contracts for the system after the first year are available and include both hardware and software.

 

Aveco Support Factory Warranty
Year 1
Support Contract
Years 2 - 5
Support Contract
Years 6 and Beyond
Included Hardware Support Yes Yes

Charged for T&M

(Time & Materials)

HW replacement parts shipping

Next Business Day

Free shipping

Next Business Day

Free shipping

Charged for T&M
HW spare parts
(purchased for on-site spares)
3 Business Days
Charged for T&M
3 Business Days
Charged for T&M
Charged for T&M
SW warranty (bug fix releases) 1 day Every Week Yes
SW major releases, new features,
new modules
Available for purchase Available for purchase Available for purchase
Technical Assistance phone,
email, chat (TAC)
9.00-17.30 CET/CEST 9.00-17.30 CET/CEST 9.00-17.30 CET/CEST
Response Time (TAC) Next Business Day Next Business Day Next Business Day
Emergency Hot Line
(24 x 7 x 365)
Yes - 24 x 7 Yes - 24 x 7 Yes - 24 x 7
Issue Tracking System Yes Yes Yes
Remote assistance Yes Yes Yes
System Administration
Changes
24-72 hours1 24-72 hours1 24-72 hours1
Aveco engineer on-site visit Available for purchase Available for purchase Available for purchase
Priority for engineering
resources
Yes Yes Yes

1 – Some changes may require additional time.

Non-Emergency Support – Normal Business Hours

Worldwide non-emergency support is available during normal business hours between 9:00 and 17:30, CET/CEST, Monday thru Friday, excluding holidays.

E-mail    support@aveco.com

Phone    +420 235 366 707

Factory Warranty and Service Policy

The factory warranty covers Aveco hardware and software for the first 14 months after delivery or 12 months after installation (whichever comes first). Aveco will replace or repair hardware components that fail under normal use.

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

Features:
  • 24x7x365 Emergency Assistance
  • 24-72 hour response times for non-emergency questions during standard business hours
  • System administration changes within 72 hours (Some changes may require additional time).
  • Free shipping on hardware replacements
  • Software bug fixes

Support Contract – Years 2-5

The Support Contract offers the same features and benefits as the Factory Warranty.

Features:
  • 24x7x365 Emergency Assistance
  • 24-72 hour response times for non-emergency questions during standard business hours
  • System administration changes within 72 hours (Some changes may require additional time).
  • Free shipping on hardware replacements
  • Software bug fixes

Emergency Assistance – 24x7x365

Aveco is here 24 hours a day to support customers in an emergency situation affecting on-air broadcasting.

Worldwide Phone    +420 605 219 438

Americas Phone    +1 (877) 659-8624

Support Contracts – Year 6 and beyond

After five years the annual support fee will be reduced to just cover the software.

The hardware continues to be supported by Aveco for the life of the product, but the cost of the support will be charged on a time and material basis rather than covered by the annual support contract.

In some cases, it may be necessary to bring the system up to the latest hardware and software versions. Contact your Aveco sales representative for a quote.

System Administration Assistance

This includes changes to the core system parameters such as system tuning, changes of user rights and priorities and other low level functions. These are generally made through the system's set-up configuration. Aveco technicians will make these changes remotely via the Internet.

Software Upgrades – Bug Fixes

Software upgrades to fix bugs or other system issues are available free of charge to all systems under warranty or a support contract.

Software Upgrades – Major or Feature Releases

Software upgrades that offer new capabilities and features that are not part of the initial system design can be purchased at any time. Contact your Aveco sales representative for a quote.