Service Plans
Protect your investment
| Plan | Standard Rates w/o contract | BRONZE | SILVER | GOLD | PLATINUM |
| Response time | Phone or email response within 1 business day | Phone or email response within 1 business day | Phone or email response within 1 business day | Phone or email response within 1 hour and guaranteed on site response within 24 hours on a non-holiday weekday between 8 am and 7 pm | Phone or email response within 1 hour and guaranteed on site response within 8 hours and 50 miles of AVS on a non-holiday weekday between 8 am and 7 pm |
| Remote services | If applicable, remote Login/Troubleshooting with AV/IT expert. | If applicable, remote Login/Troubleshooting with AV/IT expert. | If applicable, remote Login/Troubleshooting with AV/IT expert. | If applicable, remote Login/Troubleshooting with AV/IT expert. | If applicable, remote Login/Troubleshooting with AV/IT expert. |
| Services provided | Flat rate for on-site service call includes 1 hour labor to assess the problem and repair, additional labor billed separately. If handled remotely, 1.5 hrs of labor is included. | 3 total hours per month for one technician included before reverting to standard service rates. Covers remote and on-site service. | 5 total hours per month for one technician included before reverting to standard service rates Additional technician, if needed charged at our standard rate. Covers remote and-on site service. | 8 total hours per month for one technician included before reverting to standard service rates billed minus a 10% discount. Additional technician, if needed, charged at our standard rate minus a 10% discount. Covers remote and on-site service. | 12 total hours per month included before reverting to standard service rates billed minus a 20% discount. Covers remote and on-site for up to two service technicians. |
| Mileage | Standard mileage rates apply, first 20 miles are included | Standard mileage rates apply, first 20 miles are included | Standard mileage rates apply with a 10% discount, first 20 miles are included | Standard mileage rates apply with a 50% discount, first 20 miles are included | No mileage charged |
| Parts & materials | Parts and materials to complete repairs are billed at market rate. Replacement of parts or equipment still under warranty are included. | Parts and materials to complete repairs are billed at market rate. Replacement of parts or equipment still under warranty are included. | Parts and materials to complete repairs are billed at market rate. Replacement of parts or equipment still under warranty are included. | Parts and materials to complete repairs are billed at market rate. Replacement of parts or equipment still under warranty are included. | Parts and materials to complete repairs are billed at market rate minus 10%. Replacement of parts or equipment still under warranty are included. |
| RMA services | AVS provides free equal replacement for defective product received within 30 days of purchase from AVS | AVS provides free equal replacement for defective product received within 30 days of purchase from AVS | AVS provides free equal replacement for defective product received within 30 days of purchase from AVS | Standard RMA Service, plus AVS provides admin service and free shipping for RMA’s warrantied by manufacturer | Standard RMA Service, plus AVS provides admin service and free shipping for RMA’s warrantied by manufacturer plus re-installation |
| Cost | Service call – $125 plus standard labor | $69.95 /month | $99.95 /month | $259.95 /month | $499.95 /month |
| Labor rate – $90 – $150 depending on technician(s) |
PLEASE NOTE: Service hours are Monday through Friday (holidays not included) from 9 am to 6 pm.
DISCLAIMER: These service plans options are applicable only for equipment or services purchased from AV Science. Infrastructure or services not purchased from AVS is the customer’s responsibility and may result in a separate charge to customer if service techs determine they are the cause of the problem.
PURCHASING: Customer must purchase the service option within 60 days of completion of the project/contract, otherwise the price may vary. If a customer’s service plan lapses, the price may be re-negotiated. Charges are billed quarterly; customer may pay annually and receive a 3% discount.
REFUNDS: Annual customers have 30 days to cancel or request a refund. Please note that refunds will not be issued for months that the service plan has been utilized. Customers wishing to cancel must notify service@avscience.com in writing at least 5 days prior to the renewal date, refunds will be prorated on an “unused” monthly basis, no retroactive refunds.
