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.
|Basic Telephone Support|
|Repair Service||15 working days||10 working days||10 working days|
|Service Performance Review||–||twice/year||quarterly|
|On-Site Support||–||1 visit/year||2 visits/year|
|Version Migration Support||–|
|Pro-Active Monitoring and Diagnostics||–|
|Advanced Repair Exchange||–||–|
|24 Hours x 7 Days Telephone Support||–||–|