Operations and Maintenance Support Options

Avtec offers several levels of Operations and Maintenance (O&M) support, allowing customers to select the service package that best meets their needs.

Silver Service Level

HARDWARE, SOFTWARE AND SUPPORT COVERAGE
The Silver Service package is complimentary for the first year following delivery of Avtec products, 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
Avtec provides Silver Service Level customers with direct technical and operational telephone support for hardware and software related issues, Monday through Friday, 8am to 5pm EST. Technical support service is obtained by contacting Avtec Customer Support by phone during normal business hours.

WEB-BASED TICKETING
Avtec also provides a Web-based trouble ticketing service. This service offers the customer the ability to report and track the status of issues at any time. Each customer is provided with a login and password to the Help Desk system.

ANSWERS, GUARANTEED
Our Customer Support team serves as the primary point of contact for all Avtec hardware and software support issues, and is staffed by experienced engineers who have hands-on technical and operational familiarity with Avtec products. Additionally, Customer Support has direct access to core experts who develop and support Avtec 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 have a strong in-house operations and maintenance organization that supports systems of high criticality. Gold Service is designed to ensure that issues are resolved rapidly.

24x7 SUPPORT ACCESS
The Gold Service package provides all services listed in the Silver Service option. Additionally, the Gold Service package provides telephone engineering support 24x7, 365 days a year. Direct access to technical and operational support for hardware and software related issues are available Monday through Friday, 8am to 5pm EST. Additional around-the-clock engineering support is provided on an on-call basis. A fully qualified systems engineer is on call, via the Avtec Systems Customer Support line, after normal business hours to support Gold Service customers. Response time is 2 hours or less.

Platinum Service Level

PRIORITIZED O&M SUPPORT FOR COMPLEX SYSTEMS
The Platinum Service package is designed for customers who must provide mission-critical operations and maintenance support to customers at multiple sites. 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. Avtec 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 Avtec 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, Avtec may at its discretion require re-certification of operability. The cost of re-certification will be the responsibility of the product owner.

EASY SERVICE UPGRADES
At renewal, Avtec 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.