Phone Support
- 20 Hours of phone support during normal business hours for issues related to VersaCall Software or components
- Normal Business Hours: Monday – Friday, 7:00am – 3:00pm PST/PDT
- Minutes used will be tracked in 15-minute increments with any call exceeding 15-minutes to be rounded to the next increment
- Response times within 24 hours during normal business hours or the next business day if on a weekend/holiday
- Web Conference Support with Screen Share
- System Assessment included, see below
Email Support
- Online ticket submittals through the VersaCall website, www.versacall.com
- Response times within 24 hours during normal business hours or the next business day if on a weekend/holiday
System Assesment
- Update Software to current version
- Address any open issues
- Provide training
- Make configuration changes as needed
A VersaCall Technician will call to set up a phone assessment of the VT3000 System. This assessment includes the following:
Software & Firmware Updates
- Free Software & Firmware updates will be provided when available during service period
- Depending on configuration some updates may not apply
Module Repairs
- Free software/firmware repair on all modules
- 5 Input Module hardware repairs (component replacement) free of charge – excludes touch screen
- 20% Discount on Input Module repairs thereafter
- If an Input Module cannot be repaired for any reason a 15% Discount will be applied to the purchase of a replacement
Customer Requirements
Customer agrees to appoint one person as the administrator of the VersaCall System, this will allow for faster service.
VersaCall will request VPN access to the VersaCall Software on the computer/server to allow for faster technical service. While this is not a requirement it will aide in the reduction of the resolve time.
Price
Tier 1 Annual Service Plan – $2,250
Annual Service plans are good for 12-months after date of purchase.
Tier 1 Annual Service Plans cover up to 10 Call Stations and do not include support for AMS or Connectivity. If your system exceeds 10 Call Stations or you are using AMS or Connectivity please contact our Customer Support so they can provide you a quote for the Tier 2 Annual Service Plan.
