ViziCare Service & Support Programs

ViziCare is Vizidef’s structured service and support program designed to keep audiovisual, LED, and control systems operating reliably, efficiently, and with minimal downtime. Each service level builds upon the previous, offering increasing response speed, proactive support, and on-site coverage.

ViziCare Level 1 — Helpdesk Support

1-Year Base Rate: $10,400.00

Objective: Provide basic technical support and troubleshooting through helpdesk services.

  • Priority Queuing: Access to online support ticketing, email support at support@vizidef.com, and helpdesk phone support during regular business hours (Monday–Friday, 8:00 AM – 5:00 PM).
  • Remote Support: Qualified technicians available for remote diagnostics and troubleshooting.
  • Major Issues: Response within four hours.
  • Minor Issues: Response by the next business day.
  • On-Site Technician: Available at an additional cost, including travel and labor, when required to resolve issues.

ViziCare Level 2 — Helpdesk Support & Remote On-Site Technician Dispatch

1-Year Base Rate: $23,200.00 + % of Equipment Cost

Objective: Provide comprehensive support including on-site technician services for issues that cannot be resolved remotely.

  • All ViziCare Level 1 Support Services
  • On-Site Labor Support: Deployment of qualified technicians for significant technical issues specific to contracted systems.
  • Proactive Check-Up: If no on-site visits occur within the first six months post-installation, a system check, adjustments, and optional training are provided.
  • On-Site Support Turnaround: Typically 3–5 business days from verified call to technician arrival.
  • Manufacturer Warranty Coordination: Vizidef coordinates warranty repairs with labor covered. Replacement parts, shipping, and additional charges are invoiced separately.

ViziCare Level 3 — Helpdesk Support & Rapid-Response On-Site Technician Dispatch

1-Year Base Rate: $27,200.00 + % of Equipment Cost

Objective: Provide expedited on-site technician services and extended support for mission-critical systems.

  • All ViziCare Level 1 & Level 2 Support Services
  • Rapid Response Dispatch: Technician dispatch initiated within 24 hours during normal business hours (Monday–Friday, 8:00 AM – 5:00 PM, excluding holidays).
  • Typical On-Site Resolution: Within 48 hours.
  • Manufacturer Warranty Coordination: Same coverage and limitations as Level 2.

ViziCare Support Level Comparison

Feature Level 1 Level 2 Level 3
Helpdesk Support ✔ ✔ ✔
Remote Diagnostics ✔ ✔ ✔
On-Site Technician Additional Cost ✔ ✔
On-Site Response Time As Scheduled 3–5 Business Days 24–48 Hours
Proactive System Check — ✔ ✔
Warranty Labor Coordination — ✔ ✔

Terms & Responsibilities

The following items outline key responsibilities, exclusions, and service notes associated with ViziCare coverage.

Client Responsibilities

  • All financial obligations must be current prior to service delivery.
  • Clients must provide unobstructed access to systems during covered service hours.

Exclusions & Limitations

  • Unauthorized firmware, software, or configuration changes
  • Equipment misuse, abuse, or mishandling
  • Infrastructure-related issues (electrical, HVAC, building structure, client network)
  • Support outside designated service hours
  • Consumables such as lamps, batteries, and filters
  • Systems or components not explicitly covered by agreement
  • Third-party or internal modifications without Vizidef authorization

Additional Notes

  • Preventative maintenance reduces downtime but does not guarantee elimination of failures.
  • Remote monitoring equipment is owned by Vizidef.
  • Equipment cost percentage (typically 5–10%) is calculated at estimate based on project complexity.
  • Advance notice is required for power outages or scheduled building maintenance.