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The purpose of this Service Level Agreement (SLA) is to provide a clear explanation of the guidelines for audio visual system support provided by Pro-motion Technology Group, LLC (herein after referred to as PTG) and to establish expectations for timely support. Additionally, this agreement defines the proposed service levels, and how to properly engage them. It identifies the roles and responsibilities of both PTG Customer Service Representatives (herein after referred to as CSR’s) and details the process flow and administrative functions of the program.
The support offering includes break fix support, warranty services, and customer service assistance. There are three support types separated by priority levels included in the program - Priority Level I, Priority Level II, and Priority Level III (herein after referred to as P1, P2, and P3). The severity of the issue, and the risk factors associated with potential downtime determine the Priority Level. Other factors determining a typical priority level may include the number of items in need of support at a given time or failure to a critical portion of the system.
Any questions regarding this SLA should be directed to the Manager of Customer Service & Support.
q360support@promotion.tech | Zoom 248-668-3100 option 8
Unless specified, PTG Helpdesk shall meet the response and resolution times outlined in the chart below for all technical support requests. Via phone at 248-668-3100, option 8 or via email at q360support@promotion.tech
Any questions regarding this SLA should be directed to the Manager of Customer Service & Support
Highest Priority Critical/Emergency – A loss in functionality that compromises key functionality of the system and/or prevents the site from conducting normal business. The issue has a significant impact to the technology experience, and may impact other systems critical to the business operation.
Standard Priority - Issue is in need of remedy as soon as reasonably possible. The system is not functioning properly but does impede the operation of the facility. Issue has a moderate impact on the overall technology performance.
Low Priority - Issue is in need of remedy but is not time sensitive. It has little to no impact on the technology performance or the operation of a given business operation.
A Network Switch failure is preventing video and data transmission. Touch panel functions are offline.
A speaker, display, camera, or touch panel is not functioning correctly or at all.
A firmware update is available for a system component under warranty. A cable harness is loose and visible under a display.
Within 1 Hour
Within 2 Business Hours
Within 24 Business Hours
24 Hours
Within 2 Business Days (48 hours)
As Scheduled
Immediate Upon Arrival and Programming.
N/A
N/A
PTG administers Break-fix warranty support as offered by the individual product manufacturers. The warranty coverage period, inclusions/exclusions, and repair vs. replacement options are all based on the manufactures individual policies. PTG will always serve as an advocate on your behalf and will negotiate the best possible outcome in a given situation.
The support plan coverage includes triage, dispatch, analysis/validation of the issue, and re-installation. As stated prior, warranty approvals are between the manufacturer and the customer.
Note, damage to hardware due to circumstance outside of PTG’s control, including but not limited to; an accidental damage, negligent use of the equipment, line volage or power fluctuation, cyber security and/or virus attacks, natural cases such as damage caused by wind, water, fire, and flooding, and other external forces are not covered unless covered by a specific hardware manufacturer. Additional workmanship warranties may be excluded if serviced by a third party other than PTG. This includes hardware replacement, programming changes, AV system upgrades and updates, and any system with interoperability connection to the existing AV system.
Time and Material rate per hour plus applicable travel costs based on the following:
Normal business hours $125 (2-hour minimum) Monday-Friday: 7am – 6pm Eastern
Premium hours $175 (three hour minimum)
Emergency (same day) & Weekend: 9am – 6pm Eastern
First 15 minutes (intake) = no charge
Phone Standard – $75.00 per occurrence
Phone Emergency – $125.00 per hour
These installers are parsed into three separate categories:
Level 1 (Advanced), Level 2 (Intermediate), and Level 3 (Basic).
Technical resources are assigned to the appropriate task(s) by furnishing a detailed scope of work, date and time of the project, installation guidelines, drawings, and pictures for reference.
In addition, PTG has a growing number of Technical Project Manager / Sr. Field Technicians based in various locations.
throughout the country who are responsible for our installation and service quality control process.
Upon approval of the Change Order, a Return Merchandise Authorization (RMA) will be created for all returnable items. Call tags will be created and provided for items to be sent back to our Wixom warehouse. Once items are received in our warehouse, they will be inspected to ensure they are unopened, undamaged, and in original manufacturer packaging.
A credit will be issued for non- damaged and unopened items within 30 days of receipt and returned item for processing. Products that are opened, damaged, and not in original manufacturer packaging are may be rejected based on manufacturer RMA policy.
All associated restock fees will be passed along without markup as per the manufacturers restock policy.
All applicable freight charges will be billed separately as Prepay & Add.
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