Vigilant Maintenance > Gold Coverage
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Gold Coverage: Vigilant's Responsibilities
24x7
Vigilant will perform the following activities as part of this service:
- Receive a Customer’s trouble report
- Log a Customer’s trouble ticket into the trouble ticketing system
- Provide remote technical support, including remedial maintenance,
and remote diagnostics to trouble shoot and isolate the problem in the
device to the component or field replaceable unit level, or software
component level. Provide remote monitoring to include testing, analysis,
and recommendations.
- Vigilant will work with the customer to make a recommendation for
the replacement part/equipment. Any recommendation made by Vigilant
is not binding, and the customer always retains responsibility for purchasing,
installing and maintaining the correct part/equipment
- If requested by the customer, Vigilant will forward unresolved alarm
troubles with recommendation for trouble resolution to a Vigilant technician.
- Resolve the trouble through remote diagnostics, a software workaround,
fix, or a downloadable software update via electronic interface
- Respond to Customer requests for information on covered products
In addition, Vigilant will:
- Respond to business day and out-of-hour requests for on-site support
at preferred T&M rates with T&M response objectives ($165.00
plus travel in plan rate)
- Provide access to replacement parts across Vigilant and the multivendor
supported product lines
- Ensure that the replacement product is shipped to arrive at the Customer’s
site within the contracted time frame
- Provide the Customer with Return Material instructions for the return
of the faulty part to Vigilant
- Bill the Customer at the current material rate if the Customer does
not return the faulty device/component to Vigilant within five business
days from the time the Customer receives the replacement part
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