We take pride in our work and want to ensure your satisfaction. That's why we offer a 90-day warranty after the completion of our services. If there are any bugs, corrections, or modifications needed to match the original scope of work, we'll take care of them at no extra cost to you.
Plus, you'll have direct access to our Technical Support Center during this period for free, where our experts will be available to assist you.
Included in every package is a secure remote connection tool for our team to more easily find and fix potential issues.**
Request one of our technicians to be on standby for important events or maintenance for maximum coverage.*
We'll share a detailed activity report to measure response times and efficiency.
** An outbound/inbound internet connection is required from the system owner.
We'll empower your team to excel in AV system first-line support through skill transfer.*
Elevate your AV/IT system with connected, high-value support, enhancing overall availability and stability.*
Safeguard your most precious data with our comprehensive backup plan. We securely store your information and provide expert assistance whenever data recovery is needed.*
Our dedicated engineer will be dispatched to your premises for a comprehensive system assessment. Benefit from our on-site expertise to evaluate and optimize your setup for peak performance.*
Express™
Express+™
Extreme™
Hours of Operation
M-F 9am-6pm EST*
M-F 9am-6pm EST*
24/7, year-round
Support via Email
Support via Web
Support via Phone
Response Time
8 Business Hours
2 Business Hours
2 Business Hours**
Remote Access
On Standby
4 Hours
20+ Hours
20+ Hours
Activity Reporting
Anually
Semi-annually
Quarterly
Tech Skills Transfer
Proactive Care
Backup Strategy
Assessment Visits
Discounted Rate
Duration
12 Months
12 Months
12 Months
** 2 hours during business hours, 4 hours during non-business hours. Business hours are 9am-6pm EST.
* Our SLA Services are specifically tailored to our customers’ needs and may bear special requirements, terms, and conditions.
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Hours of Operations
Monday through Friday with the exception of major holidays including: New Year’s Eve, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve and Christmas Day. A specific Holidays schedule is provided in advance to our SLA customers.
Response Time
It is the amount of time between when the customer opens a ticket and when the agent first responds (automated responses don't count) and lets the customer know they’re currently working on their ticket. It also extends to subsequent responses on the same ticket, i.e., the time between the oldest unanswered customer response and the following reply from an agent.
On Standby
The customer would need to give warning prior to booking the On Standby service. The minimum time is 72 hours prior to the event or intervention taking place. The allowed hours are to be used during the SLA hours of operations. A different ratio can be applied if the need is for outside normal SLA time, and with approval from Smart Monkeys, Inc. For Express+TM and ExtremeTM, batches of “20hr On Standby” can be added to the SLA. These additional On Standby hours must be agreed upon at contract signature and cannot be added during the SLA period.
Skill Transfer, Data Backup, Assessment Visits
The quantity, length, coverage and definition of these features will be agreed upon at contract signature. Related expenses may or may not be included.
Proactive Care
A maintenance schedule is agreed upon at time of contract signature. Modification or alteration of that schedule may or may not be allowed depending on specific agreement. Proactive care provides recommendations, without any extended guaranty or warranty.
Special Conditions
Our Service Level Agreements are specifically tailored to our customer’s system and may bear special requirements, terms and conditions. Please consult our team for more information.
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