System Maintenance & Support
TLC Maintenance & Support Agreements
We understand that purchasing an AV or security system for your organization can be a sizable investment. That’s why excellent maintenance and support is essential to keeping everything running as it should and is the key to getting the best return on your original investment. While a manufacturer’s warranty is critical, you should know that manufacturer warranties are only good for “depot service.” This means they don’t cover ANY onsite or remote support including troubleshooting, dismounting and re-mounting malfunctioning equipment, consumable (e.g. lamp) changes, or manufacturer-recommended routine equipment maintenance.
Choose one our Technology-Loving Care (TLC) Agreements, and let LightWerks worry about your AV and security system maintenance for you, so that you can continue doing business as usual. Depending on the level of support you need, our expert Support personnel – Engineers, Programmers, and Technicians – will keep you covered with remote monitoring, remote and onsite trouble resolution, and/or preventive maintenance visits, increasing the lifespan of your systems and eliminating the stress and cost of unnecessary down-time.
Depending on your system and choice of agreements, our support can include:
- RecommendedTLC MANAGED SUPPORT$1,600
- Remote system monitoring by LightWerks VNOC personnel (24 x 7 or 10 x 5 schedule options)
- Expedited remote support and issue resolution
- Expedited ON-SITE* resolution of incidents that cannot be resolved remotely
- An always-on, cloud-based management platform
- System installation, turn-up, and hosting/maintenance
- Automated notifications of system issues
- 5% discount toward the purchase or rental of required repair parts and "loaner" equipment
- Easily cancelable with 30-day written notice with pro-rata refund
- Available in one-, three-, and five-year terms.
- Pricing starts with a $4,500 one-time onboarding cost, then $1,600 per year per room for remote monitoring and $1,800 per year per room for onsite dispatch support.
- PRE-PAID SUPPORT HOURS$4,875
- Purchase bundles of support hours that you can use for any combination of:
- Remote and/or on-site TLC support;
- Remote or onsite meeting support;
- Preventive maintenance visits and system tune-ups;
- Programming tweaks for control systems or other programmable system elements;
- Remote or onsite training; and
- "Small” system installation.
- Hours may also be converted to a prescribed dollar value for purchasing hardware, supplies, or accessories.
- Hours don't expire until:
- Three years after substantial completion on a covered project or
- Three years after purchase date, if purchased separately or renewed
- Pricing available for onsite bundles of 25 hours and above.
- Purchase bundles of support hours that you can use for any combination of:
- FIELD CALLS$585
- Up to two hours of onsite support time
- One Technician
- Price good within 40 miles of servicing office. Longer distances will require an additional travel charge.
* On-site services only available within a reasonable distance from the nearest LightWerks office. Other terms and conditions subject to change without notice.