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 |
| On-Site Labor, Parts Repair, and Warranties |  |
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| Loaner Equipment (as available) | |
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| Technical Support (8:00 am to 5:00 pm M-F) | |
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| Remote Troubleshooting (8:00 am to 5:00 pm M-F) | |
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| After Hours Support |
For Critical |
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| Major/Critical Outage Response Time | 1 Business Day | 4 Hours | 2 Hour |
| Minor/Non‐Critical Outage Response Time | 2 Business Days | 1 Business Day | 4 Business Hours |
| Moves/Adds/Changes Response Time | 3 Business Days | 2 Business Days | 1 Business Day |
| Time & Materials (T&M) Discount | 5% | 15% | 25% |
| Firmware Upgrades | 2 Visits | ||
| Annual UPS Battery Replacement | T&M Less 25% | T&M Less 30% | T&M Less 35% |
| Off‐Site System Backup | |
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| Training (60-Minute Session) | 1 Visit | 1 Visit | |
| System Inspection (PM) | 1 Visit | 2 Visits | |
| Annual System Status Report | |
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