SVCG Service Packages provide protection for your videoconferencing investment. Once your SVCG Service Package is activated, you will have access to the following services.
Included in each plan is:
Unlimited Phone Technical Support
Technical Support Center available 12 hours a day, 5 days a week (5AM to 5PM Pacific Time, M-F)
Parts Replacement Service (Next-Day Advance Exchange Service)
All Software Upgrades
If a support issue arises, please contact the SVCG Help Desk at 888-815-5595 and have your serial number available.
SVCG Service Package description for standard service:
Unlimited Technical Support. SVCG Service Packages provide unlimited remote support Monday through Friday, 5am-5pm Pacific Time. The SVCG HelpDesk is staffed by experienced and dedicated technical professionals and assists with all customer questions, including the use or application of the videoconferencing system, system connectivity issues, remote diagnostics, and troubleshooting. The SVCG HelpDesk will provide trouble isolation and resolution through diagnostics and the performance of fault isolation procedures.
Next Business Day Replacement. SVCG provides Next Day Advance Exchange Replacement of covered equipment on calls placed to the SVCG HelpDesk prior to 2PM Pacific Time. Equipment is shipped next day at no cost to the customer. A return ground-ship label is included with the replacement equipment at no cost to the customer to return the defective equipment to SVCG.
What Is Covered? SVCG Service Packages are for Sony Videoconferencing products in the United States only. Service Packages for main models cover the main model codec and supplied accessories. Any additional accessories purchased will only be covered if the corresponding SVCG Service Package is also purchased (i.e. SGSP-DSB1YR is the part number for one year service for the PCSA-DSB1S). Coverage does not extend to lost or stolen equipment (including lost remote controls) or to equipment damaged by misuse or accident by the customer or a third party. When equipment is replaced, the defective equipment must be returned to SVCG. SVCG will invoice for the replacement equipment if the defective equipment is not returned within 10 business days of receipt of the replacement.
Software Upgrades. All software upgrades are automatically included as part of the SVCG Service Package.
SVCG Service Package description for BASIC service on PCS-XG80:
SVCG BASIC service for PCS-XG80 and PCS-XG80S is mandatory unless the standard 1- or 3-year Service Package is purchased. BASIC service includes Unlimited Technical Support and Software Upgrades as described above. Parts Replacement Service is not included in BASIC service. All Sony videoconferencing products have a One-Year Warranty that includes parts and labor. This will be depot service through Sony's warranty repair department that may require 30-60 days to repair the product. SVCG will provide Sony's warranty and repair information should the HelpDesk determine the product needs to be serviced.
SVCG Service Package Renewals
As the end of the Service Package term approaches, SVCG will make an effort to notify resellers and/or end-users that coverage will soon lapse so that a renewal can be purchased and the videoconferencing investment can continue to be protected.
Should a customer choose to forego renewing the Service Package, the unit will no longer be covered and the benefits described above will no longer be available for that product. In the event that a customer wishes to cover a unit that is no longer covered by a SVCG Service Package, a Recertification Fee will need to be paid.
The Recertification Fee is 50% of the cost of the Service Package being purchased. The part number is SGSP-RECRT.
EXAMPLE
1-year service for a PCS-1 (SGSP-PCS1YR) has a list price of $699. To recertify a lapsed PCS-1 unit, order SGSP-PCS1YR at $699.00 and SGSP-RECRT at $349.50.
Once this has been purchased, the PCS-1 will now be covered for an additional year from the date of the invoice with all the benefits included in the SVCG Service Package.
For 3-year Service, the SGSP-RECRT fee is the same as for 1-year service. For example, order SGSP-PCS3YR at $1,499.00 and SGSP-RECRT at $349.50. Once this has been purchased, the PCS-1 will be covered for three years from the date of the invoice.
Terms and Conditions
General
SVCG Service Package coverage period is for one or three years, as specified by the SVCG part number on the invoice. Coverage commences from the date on the SVCG invoice, unless otherwise arranged with SVCG. SVCG reserves the right to inspect and certify that the customer's equipment is in working condition before initiating coverage. Payment must be received no later than 30 days after the invoice date. A SVCG invoice is considered a valid customer service agreement, unless a separate agreement exists between SVCG and the customer.
Hardware
SVCG Service Packages cover the hardware named in the part number description only. Only equipment failures occurring during normal use are covered by this agreement. Monitors are covered by manufacturer warranty, and do not fall under SVCG Service Package coverage.
Replacement equipment shall be factory-certified, reconditioned hardware. In the event of an equipment failure occurrence prior to 30 days after purchase, new stock may be used, in accordance with the manufacturer's warranty.
SVCG's obligations are subject to manufacturer's discontinuation of Product(s) and/or Services. In such event, SVCG agrees to meet with the customer to discuss alternative solutions and pricing which may include, but are not limited to, alternative products, T&M maintenance, or upgrades.
Replacement hardware will be shipped via next business-day carrier (e.g., FedEx, UPS, etc.), except in certain areas considered remote by the carrier. The carrier's best alternative delivery commitment will prevail for those areas. SVCG recognizes weather, and/or other factors may result in arrivals outside of our next-day commitment.
When replacement hardware is sent, the defective hardware must be returned and/or en route within 5 business days. SVCG will provide a return label with the replacement hardware for returning the defective hardware. If this label is not used, a valid tracking number must be provided. In the even the defective unit is not received by SVCG within 15 business days of sending the replacement, an invoice will be sent for the current purchase price of new product.
Exclusions
Coverage excludes equipment failure resulting from misuse, neglect, theft, or accident, whether committed by the customer or a third party. Damage from lightning, fire, flood, or acts of God are also not covered. Equipment must be certified as functioning by SVCG. Application defects existing prior to the initial date of coverage are excluded from this service agreement. SVCG may perform repairs necessitated by an excluded cause when requested by the customer at SVCG's prevailing service rates.
