We offer several levels of Operations and Maintenance (O & M) support,
allowing you to select the service package that best meets your needs.
Your purchase of each Video Sentry includes the Silver Service Level package for the first year.
You may choose to purchase one of the other Service Level packages for the first year,
or you may choose to wait and purchase a given Service Level package for those years beyond the first.
Telephone support is typically requested for items such as:
Connecting wireless cameras
Integrating different makes and models of cameras
Configure automatic PTZ (Pan-Tilt-Zoom) tours
180-degree
Thermal imaging
Camera license modifications
External battery integration
Configuration of computers for remote access
Overview
Support Service Description
Green (VSSUPGRN) Support Only
Blue (VSSUPBLUE) Support Only
Silver (VSSUPSLVR) Support + Hardware
Gold (VSSUPGLD) Support + Hardware
Platinum (VSSUPPLTNM) Support + Hardware
Telephone Support (Mon-Fri, 8 a.m. - 5 p.m. EST)
Hardware Return-to-Factory Repair (Best Effort Repair at No Charge)
Software Releases, Updates, Bug Fixes
24 x 7 Telephone Support (2-hour Response Time)
Advance Hardware Exchange / Depot Support
Price - First Year of Ownership
N/A
N/A
$0
$250
$350
Price - Additional Years of Ownership
$150
$250
$350
$450
$550
Silver Service Level
Hardware, Software and Support Coverage
The Silver Service package is complimentary for the first year following the receipt date of your Video Sentry,
and includes hardware warranty, software maintenance, and technical support.
Standard warranty coverage provides for best effort repair or replacement of defective items
(warranty terms and conditions are provided in our warranty statement).
Software maintenance includes all minor software releases, bug fixes, and patches.
Telephone Support
App-Techs provides Silver Service Level customers with direct technical and operational telephone support
for hardware and software related issues, Monday through Friday, 8 a.m. to 5 p.m. EST.
Technical support service is obtained by contacting App-Techs Customer Support by phone during normal business hours.
Answers, Guaranteed
Our Customer Support team serves as the primary point of contact for all App-Techs hardware and software support issues,
and is staffed by experienced engineers who have hands-on technical and operational familiarity with App-Techs products.
Additionally, Customer Support has direct access to core experts who develop and support App-Techs products.
Issues not resolved at the Customer Support level are referred to core experts.
Gold Service Level
Critical Systems Support
The Gold Service package is designed for customers who regularly use their Video Sentry system(s) and may need
last-minute assistance if an issue is encoutnered. Gold Service is designed to ensure that issues are resolved rapidly.
24 x 7 Support Access
The Gold Service package provides all services listed in the Silver Service option.
Additionally, the Gold Service package provides telephone engineering support 24 x 7, 365 days a year.
Direct access to technical and operational support for hardware and software related issues are
available Monday through Friday, 8 a.m. to 5 p.m. EST.
Additional around-the-clock engineering support is provided on an on-call basis.
A fully qualified systems engineer is on call, via the App-Techs Systems Customer Support line,
after normal business hours to support Gold Service customers.
Response time is 2 hours or less.
Platinum Service Level
Prioritzed Operations & Maintenance Support for Complex Systems
The Platinum Service package is designed for customers whose Video Sentry operation is considered mission-critical.
Platinum Service provides prioritized engineering support and rapid replacement of failed components.
Next-day Advance Hardware Exchange
Platinum Service provides all services listed in the Gold Service option.
Additionally, the Platinum Service package provides advance hardware exchange, with shipment on the next business day.
App-Techs maintains a depot with a sufficient number of spare parts to meet the needs of all customers choosing Platinum Service.
Thus, platinum service can reduce an App-Techs customer's depot / spare parts cost, particularly when multiple sites must be supported.
Support Package Renewal or Upgrade
Renewal Details
Each Service package is available as a renewal option in annual increments for one to five years
beyond the first year of standard coverage. Overlap of coverage is mandatory.
As such, renewal must be purchased prior to expiration of coverage.
In the event of a lapse in coverage, App-Techs may at its discretion require re-certification of operability.
The cost of re-certification will be the responsibility of the product owner.
Should your maintenance agreement lapse and you would like to renew, the re-certification process can be remotely executed
through the system's cellular interface, or you can send your system to App-Techs.
The re-certification options are:
- $85 - Allow App-Techs to remotely access your system via its cellular interface.
- $85 plus shipping and $25 handling.
If the re-certification process determines that certain repairs and / or adjustments are required, we will quote
you a price. If a system cannot pass the re-certification process, then it will be ineligible for a maintenance plan.
Easy Service Upgrades
At renewal, App-Techs customers may elect to upgrade from Silver Service to Gold or Platinum Service by paying
the difference between the price of renewal for the desired upgrade and the price of renewal for Silver Service.