PRO SERVICE PLANS

Customer Care is the ongoing care and maintenance services delivered to keep your
System(s) functioning as originally designed and installed. Vision Link will perform the
services below, as further described in Definitions, for covered Systems. 

System – Defined as the items listed in the Products and Services Detail section of this
Agreement or listed on an attached Equipment List except for Consumables, Owner
Furnished Equipment, and Obsolete Equipment. Priority Support – Means all work
under Vision Link support agreements with Customers is scheduled ahead of any other
on-demand work.

Remote Support – Means a service whereby remote calls made to communications and
terminal equipment via Customer provided IP connection to determine failures and
remedies. Only available where equipment is capable and configured by Vision Link to
provide same.

Onsite Support - Service level response assumes client location is within 60 miles of an
Vision Link Service Center. Additional travel costs may apply if the client location is
beyond 60 miles of a Vision Link Service Center.

Consumables – Means parts such as recording media, batteries, projection lamps and
bulbs, etc. Consumables are parts that are not included under this Agreement.

Obsolete Equipment – Defined as items (though possibly still in use) that are outdated
with no manufacturer support or parts availability, or products with formal end of life as
defined by their manufacturer. Obsolete Equipment are parts that are not included under
this Agreement.

Loaner Equipment – Defined as tabletop LCD projectors and flat screen monitors under
50”. Tabletop projectors are not integrated into a system. Flat screen monitors will be
installed onto a wall if reasonably possible.

Best Effort – Means Vision Link strives to provide the Service or repair any Incident in
an appropriate and generally accepted manner using the resources available but makes
no promise in this reference.

Advanced Parts Replacement - Provides for recycling of equipment covered in a system
or consumables with no additional fees. Includes coverage for shipping to/from
manufacturer for equipment sent to for warranty diagnosis, repair, or exchange.

Software Update Assistance – Defined as revisions of existing software which provide
maintenance to correct software errors. Assumes software is provided at no charge by
the manufacturer or covered under a valid manufacturer maintenance contract.
Cascading software dependencies may impact ability to issue updates. Software and
features which require additional licensing are not included under this Agreement.
Changes to custom templates or scripts after initial deployment are available separate
from this agreement.

CUSTOMER CARE CONTACT
Helpdesk Phone Number: 816-703-7335
Helpdesk Email: support@visionlinkav.com