The Total Care Program offers 24/7 technical support and replacement services for MaestroVision’s hardware components, ensuring that your system remains functional and up-to-date. This renewable program is available for as long as you own the system(s), providing complete and economical coverage for companies seeking long-term protection of their investment.
Total Care Program
Included with the Total Care Program
Extended warranty on your equipment for as long as you own the system.
Coverage of your hardware components, software, and labor costs.
Remote technical support 24 hours a day, 7 days per week, including weekends and holidays. See table below for more details.
Replacement of hardware components shipped directly to your location when you send us your defective parts. Note that complex repairs may require you to ship the entire unit to our facility.
MaestroVision’s software bug fixes, updates, and upgrades.
Reinstallation of the software when necessary.
The Program does not cover
Transportation, shipping costs, customs clearance, and travel expenses.
Problems with you system(s) caused by a virus or Trojan. Repairs and/or support wil be billed hourly, with a minimum charge of 1 hour.
Third-party software or any related problems, unless authorized by MaestroVision.
Hardware modified without MaestroVision’s authorization. Any unapproved modifications to your hardware will void your warranty program.
Damages caused by negligent use, abnormal use, or other exceptional circumstances.
Systems not protected by an appropriate electrical surge device.
Description
24 / 7
9 AM to 5 PM EST*
*M-F, excluding holidays
Billed Hourly
Phone support for emergencies
This includes any accidental situation where problems with the output are caused by a MaestroVision product or any situation where we can assume that a problem might have a chance of occurring.
Phone support regarding questions of a general nature on MaestroVision products and service
Training
Trainings require a scheduled appointment.
Replacement of hardware components
Every effort will be made to keep you operational but no guarantee can be given on the amount of time required to replace defective hardware, as such it is strongly recommended that you use a redundant system. Unless indicated otherwise, shipping is the responsibility of the client.
Support due to a virus or malware infection
Remote update installations
Installations require a scheduled appointment. If, by the support technician’s judgment, the hardware or operating system requires upgrading, it is also included.
Sending a technician on-site
Diagnosis of network or internet connectivity with other systems not provided by MaestroVision
Required Third Party Software
In the case where a third-party software is required for the functioning of a MaestroVision product, this software will be considered part of the MaestroVision product itself and will be covered with the same support. Additional reoccurring fees may apply for continued support from MaestroVision.
“Bug” corrections detected by the client
We define any problem related with an existing functionality as a “bug”. The absence of a functionality is not a “bug”.
New functionalities requested by the client
If the new functionality, after analysis, is considered generic enough to benefit
many MaestroVision clients, it is highly probable that it will be implemented in the normal development cycle. It will then be rendered of the software, free of charge.
