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Omneon Enhanced Product Warranty
Omneon provides a one-year Warranty included with the system purchase price for all new products. During the warranty period, Omneon provides support for both defective hardware and software components. Omneon will make any system software upgrades available, free of charge, to all customers. In addition to the hardware and software support provided under the warranty, Omneon provides Silver level service to all customers for the first year.
Silver Service
The Silver Service Plan is designed for customers who generally have their own on-site technical support resources, choose to rely primarily on Omneon service by using our 24x7 telephone and email support, and prefer to pay for on-site Omneon support on a per visit basis, as needed. The Silver plan provides for advance exchange product replacement response time of three business days and provides Remote Support via modem or VPN for troubleshooting and diagnostic purposes.
Gold Service
The Gold Service Plan is designed for those customers requiring a higher level of direct support from Omneon or quicker parts response time. It provides for Remote Support similar to the Silver plan, but also includes a regularly scheduled remote system health check, on-site emergency service, and advance exchange product replacement with a response time of two business days.
Platinum Service
The Platinum Service Plan is designed for customers with the most stringent, mission-critical requirements. It includes all of the service features provided in the Gold Service Plan, plus priority call handling and case management, advance exchange with next business day product replacement response time, constant remote system connectivity (with customer approval), system alerts monitoring and event notification.
Platinum customers also receive on-site support as required to resolve technical issues, including an annual on-site system audit and preventative maintenance visit. Platinum customers are also enrolled in Omneon's System Availability Server (SAS), which in the event of a natural disaster, provides customers with an immediate damage assessment, expedited delivery and installation of replacement products in an effort to get a mission-critical system back into operation as soon as possible.
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