Standard Care 2008 - Maintenance Services

This plan is designed for customers with systems where RoData onsite support may not be required.  The customer is given the option of replacing parts themselves or contracting RoData for the onsite support on an as needed basis.  This plan only pertains to equipment that was sold and installed by RoData or their authorized sub-contractors.  Any system whereby the customer is providing equipment that they desire coverage on will be deemed a Custom Care Package.

• Unlimited telephone support during normal RoData, Inc. business hours.  Calls will be returned within 2 business hours.
• The Service Department will attempt to resolve the issue remotely, via telephone support.
• Parts will be delivered to site in an expedited manner. (Typical codec replacement is next day).
• Items that have been discontinued by the manufacturer are not covered for guaranteed direct replacement.  Substitutions with similar items will occur when necessary.  Control code changes required due to a substitution will be billable to the customer.  The stated time frames under Standard Care 2007 do not apply for these parts.
• Plasma/LCD screens are excluded from replacement contract.  RoData will provide service during the contract period as per the manufacturer’s warranty.  In the event  repair is not possible, the unit will be returned to manufacturer for repair and a loaner display will be provided during the repair period. Return requires customer responsibility for shipment to manufacturer. The loaner unit may be a monitor in lieu of a plasma/LCD screen.
• Projector bulbs and any associated labor are considered consumable items and are not covered.
• Codec Software Updates/Upgrades are now subject to the specific manufacturer’s policies.  Updates/Upgrades are typically provided at no additional charge. RoData will supply phone support for any upgrade.  RoData will provide an onsite upgrade for an additional fee.  Some upgrades may affect the operation of a control system and it is recommended that RoData be consulted prior to download.
• Codec Software Feature Enhancements i.e. AES Encryption or H.264 are now subject to the specific manufacturer’s policies.  Enhancements are typically considered billable and a quote will be provided at the customer’s request.  RoData will supply phone support for any upgrade.  RoData will provide an onsite upgrade for an additional fee. Some upgrades may affect the operation of a control system and it is recommended that RoData be consulted prior to download.
• PC based systems or equipment is covered for hardware failures or software failures that are a result of a system malfunction.  Software failures due to viruses are not covered under this agreement.  Customer is responsible for installing virus protection.
• Service hours 8:30 AM to 5:00 PM Eastern Monday through Friday (except for RoData Holidays).

• Upon Customer’s request and at RoData’s option, RoData will assist Customer in facilitating the repair of parts not covered by this Agreement at a charge agreeable to both parties.
• If on site service is requested Customer will be billed at the then prevailing labor rate, per hour, point-to-point, plus travel expenses.