Crescent Digital Exceed Maintenance - Terms and Conditions
– Level 1 Platinum –
Bi-Annual Preventative Maintenance
Preventative maintenance is the act of cleaning and maintaining audio-visual equipment as to prolong service life and aid in preventing equipment failure due to dust buildup, dirty ventilation fans, blocked air vents, etc. The preventative maintenance in this contract includes all audio-visual equipment installed by Crescent Digital and others.
Cleaning and dust removal for all installed audio-visual equipment includes:
All equipment in rack, control booth, and lectern cleaned and dusted; Equipment surfaces cleaned; Projector filter cleaned; Camera lenses cleaned; Lamp hours checked; Includes all equipment in the space and connected head end.
Upon the first preventative maintenance service, the technician will thoroughly test the AV equipment a create a list of gear that will be maintained. The technician will record make, model, and serial number of all equipment to be serviced.
Professional Video System Calibration and Projector Maintenance
Refocus and calibrate image to fit screen and maximize signal and color quality; adjust menu settings for maximum performance; clean lens and filter; check lamp hours; cables organized and neatly arranged. If lamp replacement is needed, and a spare lamp is available, technician will replace the lamp.
The professional video calibration includes connecting a professional video testing device into the video system that will display various test patterns. Adjustments will be made to all displays to have the highest quality image possible.
Color, brightness and contrast adjusted to maximize image quality; menu settings adjusted for maximum audio performance and stability. If a display is exhibiting issues, a report will be written describing the issue and possible resolutions. That report will be provided to the client the following day. Crescent Digital will not be responsible for repairing any display that cannot perform as expected.
Complete System Functionality Test
Our team will perform a complete system test to determine if the AV system is performing to expected standards and functioning according to the operating manual. If items are found to be non-operational, damaged, or otherwise, Crescent Digital will provide the customer a list of recommended solutions and associated costs. If an item needs replaced, is out of warranty, or is an upgrade, the customer will receive an additional 15% off product purchase price.
Crescent Digital will not be responsible for any repair of AV equipment that is already broken or not performing as anticipated prior to the start of the preventative maintenance. The technician will utilize compressed air, safe cleaning agents, and micro fiber cloths to clear dust and debris from the audio-visual equipment. If a projector lamp needs replacement and the client has a replacement lamp available, the technician will replace it during his visit.
Crescent Digital will not provide projector lamps and they are not included in this contract. Projector lamps can be purchased through Crescent Digital prior to the preventative maintenance and the technician will install the newly purchased lamp at the time of service.
Technician will discuss system operation of your AV system. The technician will review any documentation or manuals with you so he has a clear understanding of how the system is supposed to operate.
Professional Audio Systems Tune-up
Audio system calibrated for correct EQ and balance; Adjustments made, as necessary, for maximum audio performance and stability. The professional audio tune-up includes connecting a professional audio testing device to the audio system and utilizing specialized software to set proper audio levels and correct any equalization issues for the best possible audio experience the system is capable of producing. If no audio adjustment controls are available, the technician will not perform this maintenance.
Software and Firmware Updates
The technician will determine upon first visit if and what devices that are part of the audio-visual system are capable of software and/or firmware upgrades. If a firmware upgrade is available, the technician will install the new software/firmware to the device.
This does not include computers or tablets. On occasion, a device can become unresponsive during a firmware upgrade. If this should occur during the maintenance, the technician will contact technical support for the device and begin a repair process. Crescent Digital will not be responsible if this should occur. You can also elect not to have this service performed. The technician will provide you with a list of all devices that are eligible for a software/firmware upgrade prior to the upgrade and will proceed once permission is given.
Scheduled after end user has reported a problem by creating a service ticket, worked with a technician for a solution/work around, and have exhausted all remote repair options.
Anytime Service Calls
Crescent Digital will send a technician to your site (24 Hours a day 7 Days a week) for any issues regarding your AV system within (48) hours of service ticket creation (Excluding Holidays). This maintenance contract includes up to (24) hours of anytime service. Once the included (24) hours is reached, a discounted service rate of $95/ hr. will be billed for any additional time spent. The reduced rate will apply until the contract has ended.
Service Ticket Creation
All Service tickets can be submitted via the Web at http://support.crescentdigital.com
To open a ticket, navigate to the web address (listed above) and click New support ticket. After typing in the required fields click the submit button and a technician will contact you within four (4) hours of ticket creation. Once a ticket has been created a dedicated technician will provide updates to tickets every sixteen (8) Hours.
Email service requests can be sent to firstname.lastname@example.org
Telephone requests can be made by calling 216.376.0360.
All service requests must include:
Message: Summary of Service Need and Room Location
Maintenance contract will automatically renew every (365) days until the contract is cancelled by the client. At the start of your contract, an email notification will be sent to you describing the start date of your contact and the date of auto renewal. (30) days prior to the end of your contract a notice will be sent to the email address on your account notifying you of the upcoming renewal.
The annual cost of the contract is determined by the extent of the AV system as well as the distance from Crescent Digital. Additional costs will be added to any contract where the site is farther than (60) miles from a Crescent Digital location.
Additional costs will also be applied if the maintenance plan is to include multiple rooms or systems. Correspondence during your contract period you will receive various emails regarding your contract and AV system.
Approximately one day after your service or maintenance, a copy of your service report will be emailed to you. You will also receive updates on your contract totals after the service or maintenance notifying you of items and /or hours remaining on your contract. If you have any questions, you can contact James Wright or Rick Paulson at (216) 378-0360.
Crescent Digital |3210 Euclid Ave| Cleveland | OH | 44115| 216.378.0360 |www.crescentdigital.com