Vega provides your business with a range of support services to keep your technology environments reliable and performing at their very best. With a range of break/fix support, remote and onsite maintenance options all underpinned by ITIL aligned Service Desk assistance, the Vega team is always on hand to support you.
GET MORE FROM YOUR AUDIOVISUAL INVESTMENT
| Standard | Express | Signature | |
| Support Ticket Lodgement | 8:30am - 5:00pm (M-F) SLA: 24hrs (business hours) |
8:30am - 5:00pm (M-F) SLA: 5hrs (business hours) |
8:30am - 5:00pm (M-F) SLA: 3hrs (business hours) |
| Asbuilt Documentation | N/A | Basic | Complete |
| Technical Support Desk (Level - I) | 8:30am - 5:00pm (M-F) SLA: 24hrs (business hours) Fee per ticket |
24/7 SLA: 2hrs |
24/7 SLA: 1hr |
| Advanced Technical Support Desk (Level - II) | 8:30am - 5:00pm (M-F) Hourly rates apply $Fee per ticket SLA: 5hrs (business hours) |
8:30am - 5:00pm (M-F) Ticket Lodgement Included SLA: 1hr (business hours) |
8:30am - 5:00pm (M-F) No ticket cost SLA: 15min (business hours) |
| Onsite Support (Level - III) | As Scheduled 8:30am - 5:00pm (M-F) Standard rates per incident |
Within 8hrs 8:30am - 5:00pm (M-F) Ticket Lodgement Included Express Labour Discount Faster onsite times available on application. |
Within 4hrs 8:30am - 5:00pm (M-F) No ticket cost Signature Labour Discount 8 incidents or 24hrs onsite time included (annually). Faster onsite times & After Hours Service available on application. |
| Product Service (RMA) | 30 Day Turnaround Shipping Costs Apply |
Expedited Discounted Shipping |
Expedited No Shipping Costs |
| Technology Refresh | N/A |
N/A |
5% Discount |
| Personalized Training | As Quoted |
5% Discount |
10% Discount |
| Spares Supply/Re-stock | As Quoted |
5% Discount |
10% Discount |
| Custom Services | As Quoted |
5% Discount |
10% Discount |
| Warranty | 3 Years |
4 Years |
5 Years |
| Cost | Charges vary as listed above Billed monthly |
Per contract Billed monthly Min. contract term 6 months |
Per contact Billed monthly Min. contract term 12 months |
WE TAKE SAFETY AND SUPPORT SERIOUSLY
“We keep safety top-of-mind during the implementation of your AV solution. Through our work with process driven organisations, we are well versed in adhering to standards like ITIL, ISO9001 and Prince 2.”
