AVIWEST offers a variety of Service Level Agreements (SLA) and response times designed to meet the different operational requirements of broadcasters.

AVIWEST customers can sign up for an SLA at any time — whether it’s before the end of a warranty period or as soon as AVIWEST’s solution has been deployed. SLAs are available as an annual renewal or multiyear contract package. They provide the following service advantages: 24 hours, 7 days a week telephone support; advanced repair exchange; proactive monitoring and diagnostics; version migration support; on-site support; service performance review; preventive maintenance; repair service; remote diagnostics; basic telephone support; and hardware warranty.

Three types of SLA contracts are available:

Silver SLA: For non-mission-critical environments, AVIWEST offers a value-priced option that provides support during regular business hours, five days per week, as well as access to maintenance releases, hardware warranty, and timely response to hardware issues.

Gold SLA: Provides preferential-level support, including rapid call backs for priority one issues, service performance reviews, version migration support, and proactive monitoring and diagnostics.

Platinum SLA: In mission-critical deployments, every minute matters. This service package offers advanced replacement units and priority repairs, an assigned SLA contract manager, and 24/7 technical phone support with shorter response times.

SERVICE ACTIVITY
SILVER
GOLD
PLATINUM
Hardware Warranty
Basic Telephone Support
Remote Diagnostics
Repair Service 15 working days 10 working days 10 working days
Preventive Maintenance
Service Performance Review twice/year quarterly
On-Site Support 1 visit/year 2 visits/year
Version Migration Support
Pro-Active Monitoring and Diagnostics
Account Engineering
Advanced Repair Exchange
24 Hours x 7 Days Telephone Support