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BCDVIDEO SERVICE GUIDE
For more information please visit bcdvideo.com or email [email protected]
SERVICE
GROUP LEVEL
SERVICE
OFFERING
DESCRIPTION
DETAILS
24x7
4-Hour, 24x7,
On-site Response,
HW Support
Responsive service coverage
available whenever you need it
24x7 on-site hardware maintenance expands the limited
product warranty to a same day, 4-hour response, every day
of the week, 24 hours a day, including holidays.
4H (13x5)
B4H (9x5)
4-Hour, Same Day,
Onsite Response,
HW Support
Prompt service coverage during
standard or extended business
hours
Same Day on-site hardware maintenance expands the limited
product warranty to a same day, 4-hour response, standard
business days, excluding holidays.
13x5: extended business hours local time
9x5: standard business hours local time
NBD
Next Business Day,
Onsite Response,
HW Support
Expert next-day service - with your
choice of coverage windows
Next Business Day on-site hardware maintenance expands the
limited product warranty to begin service the next coverage
day after the service request has been logged, standard
business days, standard business hours local time, excluding
holidays. Service requests received outside the coverage
window will be logged the next coverage day and serviced
within the following coverage day.
CTR
6-Hour, Call to
Repair,
HW Support
Keep availability high with
responsive committed-repair-time
service
Call-to-Repair service expands the product warranty to provide
same day onsite hardware maintenance with a 6-hour call-torepair. Availability is 24x7, including holidays, includes a 6-hour
repair time commitment (site audit required). Applicable on
specific HP products.
Onsite Hardware
Installation
Take time and trouble out of the
installation process
One time new product hardware installation, includes
hardware options purchased with system installed at the
same time, standard business days, standard business hours
local time, excluding holidays.
Professional
Services