TLC Maintenance Agreements Basic Terms and Conditions

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  • Pricing for standard, non-expedited service hours starts at $125/hour.
  • If you sign up for a TLC contract within ten days of receiving an on-site service call, we may be able to credit the cost of the first visit toward the cost of a long-term contract.
  • Pricing for service including on-site support is good for up to 40 miles from the servicing office. Any additional drive time will be billed at our standard rate of $125/man-hour or portion thereof.
  • Each service incident/ticket incurs a minimum two-hour usage per technician. Typically a grace period of 15 minutes will be applied to any additional time expended. After that our standard rate is $125/man-hour or portion thereof.
  • LightWerks Technicians are generally available during normal business hours, defined as 7:30 a.m. to 5:30 p.m. Monday through Friday. It MAY be possible to get onsite support outside of normal business hours at additional cost.
  • Managed TLCs are available primarily for new LightWerks-designed and installed systems. Coverage may be available for LightWerks “legacy” systems or systems installed by others but will require a prior system audit and may require additional parts or installation to make a system compatible with LightWerks Managed TLC offerings.
  • Certain brands and products may not be compatible with LightWerks’ Managed TLC platform. Check with your Account Executive to see if your system would be eligible for coverage.
  • Included support hours may also be used for real-time meeting support, training, installation services, or programming services on covered systems. Other services may be available upon request.
  • Standard expected response times for various levels of coverage are as follows:

Field Calls

Traditional/Legacy TLCs

Complete TLC Coverage

Expected Response Times
  • Best-efforts/first available basis
  • On-site support within 24 business hours.
  • Faster response MAY be available at an additional charge as follows:
  • Within 16 business hours = 1.5 x charge of hours
  • Within 8 business hours = 2.0 x charge of hours

 

  • Remote/managed support within 8 business hours
  • On-site support arrival within 24 business hours.

Response times faster than above may be available for an additional charge.

  • If a customer must cancel any LightWerks Service visit, they must do so at least eight business hours prior to the visit. Failure to do so will result in a charge of two man-hours.
  • Parking expense, if any, is the responsibility of the customer. If validation cannot be provided, we will bill for parking costs.
  • Pricing does not include the price of consumables or materials required to provide service to covered systems. These will be quoted separately at the time they may be required.
  • For TLCs involving pre-paid buckets of hours, parts can be purchased with hours using the value equivalent to roughly 50% of the original value of an hour, or $60 per hour used this way.
  • Terms and conditions are subject to change without notice.

Contact us at LightWerks today for more information on what we can do for your organization!