Standard Support
Express Support
Signature Care
The top tier of the support packages Mvix offers, is signature care. Not only does it include standard support but also express support. It is the highest possible level of support available for Mvix products. To put it differently, Signature Care complements and extends existing standard technical support option by providing a more focused and more responsive assistance for mission critical installations. Our Signature Support plan is offered on a per device basis. Signature Care agreements are valid for 12 months. It’s available at the time of product purchase or during the first 30-days of purchase.
Fees for Signature Care
Signature Care fees (as quoted) are calculated per device. Therefore, Signature Care fee is non-refundable and non-transferrable. Monthly-billed plans require a minimum commitment of 1-year. Notably, it is renewable at the end of the contract end-date. It is important to realize Signature Care contracts can be canceled at any time. All such cancellations however, incur an early termination penalty of 50% of the total Signature Care plan. Discounts available for larger quantities. So, contact your solutions consultant today for more details.
Personalized Trainings
Another key feature of Signature Care is personalized training. Personalized trainings for Signature Care contracts are free for two hours of training per account per year. All requests for Signature Care should be made via the web-based support portal located at: www.mvixusa.com/support
Estimated Response Times
Estimated Response Times (SLA) are based on business-hours (0900-0600hrs EST) and are best estimates and cannot be guaranteed. The response time guarantee only applies for the initial response where best effort will be made to provide the solution to the issue. The Signature Care and Instance-based service are offered as a “best efforts” service and without warranty. There is no guarantee that the reported issue will be resolved within the response time specified.
Return Policy
All defective products should be returned within 30-days of issuance of cross-shipped order. Failure to return the products within this allocated time will result in a credit card charge for the cost of the product. This policy only covers original, unaltered, and unmodified devices and hardware. This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. This warranty is available for the lifetime of these products.
Under our unique 36-month replacement (“Tech Refresh”) guarantee, we are committed to upgrading and replacing every signage player on your network every 36 months. At no charge to you. Regardless of the condition, we will replace your signage devices with the most up-to-date technology available. To be sure that your digital signage network is never outdated or obsolete. Signature Care does NOT cover de-installation of old units and/or installation of new units.
Here are the 3 options in a table view
| Standard Support | Express Support | Signature Care | |
| Web Support (Tickets) | 1000-1700 hrs EST (M-F) SLA: 24 hrs (business hours) | 0900-1800 hrs EST (M-F) SLA: 5 hrs (business hours) | 0900-1800 hrs EST (M-F) SLA: 3 hrs (business hours) |
| Articles / Web Tutorials | Yes | Yes | Absolutely |
| Phone Support (Level – I) | 0930-1730 hrs EST (M-F) SLA: 5-hrs | 24 / 7 SLA: 5-hrs | 24 / 7 SLA: 3-hrs |
| Phone Support (Level – II) | $45 / incident SLA: 5-hrs | 0900-1700 hrs (M-F) SLA: 5-hrs | 0900-1700 hrs (M-F) SLA 3-hrs |
| Product Service (RMA) | Standard 15-day turnaround | Advance Replacement All Expenses Paid | Advance Replacement All Expenses Paid |
| Technology Refresh | -NA- | -NA- | Free Signage Device every 3 years |
| Personalized Training | $75 | Free | 1 per year | Free | 2 x 1hr slots |
| Premium Applications | As Quoted (per device per month) | As Quoted (per device per month) | Free | All |
| Custom Services | – As Quoted – | – As Quoted – | Discounted |
| Warranty | 1 – Year | 1 – Year | Lifetime |
| Cost | Free | -per account per month- (billed annually) | -per account per month- (billed annually) |
Problems, Questions, Corrections: If you have any further questions, problems, or corrections you would like to see made, please open a support ticket.