Applicable Warranty on MaestroVision Products

TOTAL CARE PLUS PROGRAM

The total Care Plus Program provides technical support and replacement services of hardware components of MaestroVision’s systems, 24 hours a day, 7 days a week. This program is renewable every year for as long as you own the system(s).

The program guarantees that your system(s) will always be functional and up to date:

  • When your system’s hardware components become obsolete, they will be replaced by new ones.
  • In addition, you will have unlimited access to our technical support via phone and email 24 hours a day, 7 days a week. (See annex 1 for details)

The Total Care Plus Program provides a complete and economical coverage to companies that are interested in protecting their investment on a long-term basis.

The Program Offers

  • Extended warranty on your equipment for as long as you own the system.
  • Coverage of your hardware components, software and labor costs.
  • Technical support 24 hours a day, 7 days a week, including weekends and holidays (see annex 1 for details).
  • Replacement hardware components will be shipped directly to your location when you send us your defective
    hardware component. Please note that some situations will require replacements to be made at our facility.
  • Software bug fixes, updates and upgrades.
  • Reinstallation of the software when necessary.

The Program does not cover

  • Transportation, customs clearance and/or travel expenses.
  • Problems with your system(s) caused by a virus or Trojan. Replairs and/or support will be charged at the hourly rate with
    a minimum charge of 1 hour.
  • Installation of third-party software and/or hardware, unless authorized by MaestroVision, will void your warranty program.

Important: Your system must be protected by an appropriate electrical surge protection device.

Annex 1 -Total Care Plus Program Details

Below is a detailed description of what is excluded and included with the Total Care Plus Program:

DESCRIPTION

24 / 7
8h30 AM to
5h00 PM EST
Not included
($200ºº/hour)

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.

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Phone support regarding questions of a general nature on MaestroVision products and service

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Training
Trainings require a scheduled appointment.

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Replacement of hardware components
Every effort will be made to keep the client on-air but no guarantee can be given on the amount of time required to replace the defective hardware. It is strongly suggested that the client use a redundant system. The shipping fees are the responsibility of the client unless a previous arrangement has been agreed upon.

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Support due to a virus or malware infection

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Remote update installations
Installations require a scheduled appointment. Included for as long as the client renews the product warranty. If, by the support technician’s judgment, the hardware or operating system requires upgrading,
it is also included.

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Sending a technician on-site

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Diagnosis of network or internet connectivity with other systems not sold by MaestroVision

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Third-party software support
Includes all software or systems that have not been developed by MaestroVision. All MaestroVision products have a model number beginning with “MV”. In the case where 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.

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“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”.

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