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Sony Professional Services Division
Protection And Peace Of Mind
Boost Your Business Confidence With PSD Support
1) Software/Firmware And Hardware Updates
2) Advance Parts Exchange
3) Routine Maintenance – Workshop Or Onsite
4) Parts/Spares Held For Your Equipment
5) Fixed Maintenance Costs
6) Training
Protection And Peace Of Mind
Software/Firmware And Hardware Updates
# Keeps Your Equipment Current And Potentially Bug Free
# Reduces Problems Caused By Miss-Match Of Software
# Ensures You Have The Latest Features
# Ensures Compatibility With Latest Equipment
Protection And Peace Of Mind
Advance Parts Exchange
# Key Printed Circuit Boards And Mechanical Parts Held
# Parts Held Are Determined By The Equipment Covered
# Parts Dispatched Over Night/Priority Within Australia And New Zealand
# Reduces Down Time
Protection And Peace Of Mind
Routine Maintenance & Service Repairs
# Scheduled System Routine Maintenance Onsite
# Scheduled Workshop Routine Maintenance For Box Products
# Onsite Service Repairs (Limited Locations)
# Workshop Service Repairs
Protection And Peace Of Mind
Parts/Spares Held For Your Equipment
# Improves Repair Turn Around Time
# Reduces Your Down Time
# Improves Your Product Efficiency
# Greater Customer Satisfaction
Protection And Peace Of Mind
Fixed Cost Of Ownership/Maintenance Costs
# Agreement Is Structured To Meet Your Demands
# Annual Premium Covers Your Equipment Service And Support Requirements, Determined By Your Demands
# One Premium, No Hidden Or Additional Costs
Protection And Peace Of Mind
Training
# Operational And Engineering Training
# One Off Training Or Repeated Training
# Keeps All Users Up To Date
Protection And Peace Of Mind
Boost Your Business Confidence With PSD Support
1) E-mail Support
Dedicated Mailbox Monitored Monday To Friday
2) Telephone Support
Dedicated Support Line Available Monday To Friday
3) Web Support
Upload Clips And Log Files For Investigation
What Equipment Can Be Covered
1) VTR’s
2) Cameras And Camera Chains
3) Monitors & Projectors
4) Switchers & Routers
5) Data Storage
Types Of Support Agreements
This Is Determined By Service Level, but can also cover
1) Software Only
2) Labour Only
3) Advance Parts Exchange Only
4) Advance Parts Exchange & Costs
5) Combination Of Above
No Contract Level 1 Level 2 Level 3 Level 4 Level 5Service Service Level
Knowledge Base/Forum Excluded Excluded Excluded YES YES YES
Helpdesk (hours of availability) Excluded Business Hrs Business Hrs Business Hrs Business Hrs Business HrsCall back (response time) Best efforts 1 Day 4 Hours 4 Hours 2 Hours 2 Hours
On-Site Repair Reaction time Excluded Excluded 2 Working Days 1 Working Day 1 Working Day 1 Day
Labour and travel costs Excluded Excluded Labour Only Included Included Included
Parts cost Excluded Excluded Excluded Included Included Included
Advance Parts Exchange Excluded Excluded Included + Cost Included Included Included
Back-Up Unit (Dedicated/If Available) Excluded Excluded Excluded Excluded If Available Dedicated
Carry-in Repair Turn Around Time Best efforts Best efforts 5 Working Days 3 Working Days 2 Working Days 2 Working Days
Parts & Labour cost (year 1) Included Included Included Included Included Included
Parts & Labour cost (year 2+) Excluded Labour only Labour Only Included Included Included
Consumable parts Excluded Excluded Excluded Included Included Included
Logistics/Courier Costs Excluded Excluded Excluded Included Included Included
Software Updates Download Maintenance Excluded Included Included Included Included Included
Minor version Excluded Included Included Included Included Included
Major version Excluded Excluded Excluded Excluded Included Included
Install Excluded Excluded Excluded Included Included Included
Remote Monitoring Excluded Excluded Excluded Excluded Included Included
Routine MaintenanceRemote (per year) Excluded Excluded Excluded Included Included Included
On-Site (per year) Excluded Excluded Labour Only Included Included Included
Account Management Active Status Updates Excluded Excluded Excluded Included Included Included
Reporting Excluded Excluded Excluded Included Included Included
Performance Review (per year) Excluded Excluded Excluded Included Included Included
Training Maintenance On Request On Request On Request On Request Included Included
Operational On Request On Request On Request On Request Included Included
Service Levels
Who Have Support Agreements1) Network Seven, Nine And Ten
2) SBS Television
3) Melbourne Metropolitan Fire Brigade
4) Melbourne Cricket Club
5) Australia Post Office
6) Department Of Planning And Community Development
7) Fox Sports
8) Foxtel
9) Animal Logic Post Production
Protection And Peace Of Mind
Boost Your Business Confidence
Sony Professional Services DivisionFor
Helping You
Riki Martin: (02) 9878-9743
Andre Richter: (02) 9887-0511
Contacts
