We know that your satisfaction with the solutions we provide will be measured based on day-to-day reliability and performance. The Alpha Video Service Team offers several service and support plans to make sure that the systems we install keep working to meet your highest expectations.
Alpha Video Standard 90-Day Warranty
Every integrated system includes a 90-day warranty at no charge to you. The warranty includes phone support, on-site service and travel during standard business hours to fix issues affecting the operations of the systems. Repair of failed components are covered by the manufacturer's warranty along with all shipping costs.
Alpha Video Service Agreement (SA)
After the initial 90-day warranty, the Alpha Video Service Agreement ensures the performance of your integrated systems. A Service Agreement includes:
- Unlimited phone support from Alpha Video's Service Department. 90% of service calls received by Alpha Video during standard business hours are answered in person or returned in less than one hour.
- Unlimited on-site service calls when issue cannot be resolved by phone support.
- Technician will be on-site within 1 to 2 business days.
- If a component fails, there's no charge for standard shipping to and from repair facility.*
- Loaner replacement of failed equipment when replacement component is available from Alpha Video's rental pool at 50% off standard rental rate.
* Some exclusions may apply
Service & Maintenance Agreement (SMA)
For systems installed in environments where performance is vital, Alpha Video offers a Service and Maintenance Agreement. This option includes the same coverage as a Service Agreement, plus preventive maintenance calls. Depending on customer preferences, preventive maintenance calls can be made from one to four times a year. The purpose of a preventive maintenance call is to detect potential problems before they cause any system failures. Our technician will complete an on site system check including cleaning of components, performance tests and software upgrades. These services all contribute to extending the life of your AV investment and minimize any downtime. A written report is provided after each preventive maintenance call with recommendations to keep the system up and running.
Alpha Video Customized Service Agreement (CSA)
For mission-critical installations, Alpha Video will partner with you to design a Customized Service Agreement. Customized Service Agreements may include 24x7 phone support, 24x7 on-site support, expedited on-site response time, more frequent preventive maintenance calls, nation-wide service coverage and/or on-site technician support.
Pre-Purchased Time & Material Service
For clients not selecting one of Alpha Video's Service Agreements, we can provide a pre-paid block of hours for on-site technician time and travel at a reduced rate. These can be used M-F during 8am to 5pm business hours. Response time for on-site service is 16-24 business hours.
Time & Material Service
For clients not selecting one of Alpha Video Service Agreements, we will provide Time & Material Service based on Alpha Video's standard travel and on-site service rates.
To discuss the service and support option that is right for you, please contact us at 952-896-9898 or 800-388-0008.