Introduction:
IMAGO is committed to providing a comprehensive services & support offering to IMAGO Value Added Resellers (IVAR) and to Imago’s End Customers.
The purpose of this handbook is to cover the Services and Maintenance options that are available from Imago.
Definition of Support Levels:
IMAGO’s Support concept is based on a four-level structure:
| Support Level | Responsibilities and Provided Services |
|
1 (End User) |
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2 (Imago Certified Technical) |
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3 (Imago Customer Service) |
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4 (Imago R&D) |
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IMAGO Servie Plan Offering:
| Standard Maintenance & Warranty (First 36 months from Shipping) | Warranty +1(Extended Warranty beyond year 1) | Warranty +2(Extended Warranty beyond year 1) | |
| HW Return & Repair | Included | Included | Included |
| Express RMA | Can be obtained for additional charge | Can be obtained for additional charge | Included |
| Phone Support |
9am-6pm (local time zone), Business Days Included
|
9am-6pm (local time zone), Business Days Included
|
9am-6pm (local time zone), Business Days Included
|
| SW Updates | Included | Included | Included |
| On Site Support | Price List | Price List | Price List |
IMAGO also offers Warranty+1, Warranty+2 plans which are identical in coverage to the Warranty with additional year respectively with the exception that as part of the “Plus” plans IMAGO assumes Level 2 support directly with the customer rather than having the IMAGO IVAR performing this level. This type of coverage is designed to offer comprehensive support services for End Users when a IVAR desires IMAGO to provide such services to the End User customer, rather than the IVAR providing such services.
Definition of Plans - Coverage & Availability:
Service Plan Pricing
| Type of Product | Coverage Period | 4th Years | 5th Years |
| AIOS | First 36 month from shipping | 18% | 20% |
| Accessories-Camera | First 36 month from shipping | N/A |
N/A
|
| Accessories-Microphone | First 36 month from shipping | N/A |
N/A
|
| Accessories-Screen Share | First 12 month from shipping | N/A |
N/A
|
** All charges are to be calculated as percentage of the List Price of the applicable HW and SW components
Additional Charges/Options:
ï On-Site Support – IMAGO engineer joins the IVAR on-site and performs system commissioning and configuration. Rates include travel expenses (lodging, transportation and per-diem).
o First Day - $2,000
o Each consecutive additional day - $1,000
ï Remote Support – IMAGO Engineer supports the IVAR, during a pre-scheduled date and time. Such service will get higher priority over other daily service calls.
Rate is $500 per IMAGO appliance.
RMA Process
Shipping Cost Responsibility: