Service agreements with UIT Hardware and Software AV team (AVT) are an extension of CRC tier 1 service agreements and provide a seamless escalation of tier 2-4 service responses to reduce system downtimes.
Tier 1 – (supported by CRC) provides pre-meeting consultation and preparation support, remote phone support during regular business hours, in-room documentation instructions, and regularly scheduled system sweeps.
Tier 2 – provides support technicians with deep knowledge of standard AV systems to address issues not resolved by tier 1 resources.
Tier 3 – provides highly trained specialists, programmers, and engineers to perform root cause analysis and work with technicians to bring systems to stable operating state.
Tier 4 – includes outside support from manufacturers, consultants, and partners with oversight from UIT AVT management to implement system updates or changes to resolve the escalated issue.
AVT service agreements ensure your critical AV spaces are protected from lengthy downtimes. Our coverage includes the following:
- Prioritized Ticket Response and Support
- Expedited Site Response
- Resolution of Non-Equipment Failure Related Issues
- Diagnosis of Issues Requiring Equipment Repair or Replacement
- Equipment Removal and RMA Depot Service
Equipment replacement labor and professional services to be quoted at service agreement rates.
Non-warranty equipment replacement to be quoted for approval prior to replacement.
UIT technicians operate under normal business hours, Monday through Friday, 7 a.m. to 5 p.m.
| Service | Rate |
|---|---|
| AV room tier 2-4 support | $552 per year/$46 per month |
| Time & material support rate without AVT agreement (2-hour minimum) | $175 per hour |
| Time & material support rate with AVT agreement (2-hour minimum) | $125 per hour |
| Provisioning Cisco codecs | $525 per codec registration |
| Provisioning scheduling touch panels | $276 per device registration |
- Service agreement invoicing is billed monthly.
- UIT AVT also provides custom tailored service agreements upon request.
