Fill out our service form below or email us at support@illuminated-integration.com. We will work to respond within 24 hours. To reach our technical support phone line please call 717-996-4083
Support Matrix Tiers |
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| ITEM | BASIC (INCLUDED WITH PROJECT FOR 1 YEAR) | ADVANCE | PREMIER |
| Phone & Email Support Ticket |  |
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| Video Call Support Ticket* | |
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| Access to ii Certified Integrators | |
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| Support agent response time to support ticket submission | 3 Business Days | 2 Business Days | 1 Business Day |
| On-Site response time | Not Included | Within One Week | Next Available Business Day |
| Preventative Maintenance Visits | 1 Visit Per Year | 2 Visits Per Year | |
| Touch-up Training If requested in advance, 2 hour session included during preventative visit. |
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| Coordination with manufacturer for repair of failed hardware** | |
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| Loaner Hardware*** | |
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| Remote Diagnosis and Support | |
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| 1 Year Workmanship Warranty covering cabling, connections, installation work, and programming as applicable | |
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| Onsite technician during business hours | Billable | Billable Outside Of Preventative Maintenance Visit |
Billable Outside Of Preventative Maintenance Visit |
| Travel Expenses | 10% Discount | 25% Discount | 50% Discount |
| Free standard shipping on repairs | 90-Days | |
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| Detailed inventory of covered equipment | |
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| Multi Year Plan Discounts | [2] |
[3] |
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*via Google Meet
**Only covers equipment sold by Illuminated Integration. Exceptions allowed at Illuminated Integration’s discretion
***Based on availability. Products loaned may not be identical, some features may vary
[2] 10% YoY savings
[3] 25% YoY savings
