SERVICE & SUPPORT
STARcare®
SERVICE & SUPPORT PLANS
- Keep critical operations running with emergency support.
- Coverage for your entire AV or lighting system, including the most expensive components.
- Access to Starlite’s trained and certified technicians
- Routine periodic preventative maintenance checks are a key part of maintaining your system in peak condition by proactively identifying potential and costly problems, which will ultimately prolong the life of your system
- Loaner program to help to minimize downtime and keep your system up and running at all times.
TALK WITH OUR SERVICE TEAM:
World Class Service & Support
We are proud to offer you the professional resources of our factory trained and certified support staff through our STARcare® Service & Support Plans which offer you the peace of mind that your system will continue to work at optimum performance throughout its lifecycle. With Starlite on your team, a trained service technician is only a phone call away.
While every installed project we build includes a basic limited STARcare® Service & Support Plan, we highly recommend that you consider a superior level of coverage to protect your investment.
If your organization has a low tolerance for downtime, a STARcare® Premier or Plus Service & Support Plan will give you the peace of mind that your system is being maintained by professionals for years of trouble-free performance.
STARcare® Premier and Plus Service & Support Plans are discounted and valid only when purchased with the system.
CHOOSE THE STARcare® SERVICE & SUPPORT PLAN THAT IS RIGHT FOR YOU
| STARcare® Service & Support Plans | PREMIER | PLUS | BASIC |
|---|---|---|---|
| Toll-free U.S. based help desk support during business hours |
Unlimited
|
Unlimited
|
90-Days
|
| Phone response time during business hours |
Within 1 Hour
|
Within 1 Day
|
Within 1 Day
|
| Onsite field technician dispatch during business hours |
√
|
√
|
90-Days
|
| Onsite response time for priority issues (Non-priority issues scheduled as mutually convenient) |
Next Business Day
|
Next Available Business Day
|
Next Available Business Day
|
| Access to trained and certified experts |
√
|
√
|
90-Days
|
| Coverage for your entire system during the manufacturer’s warranty period, including the most expensive components (exclusions apply) |
√
|
√
|
90-Days*
|
| Labor to troubleshoot and diagnose system malfunctions |
√
|
√
|
90-Days
|
| Travel time and expenses to and from the project site included |
√
|
√
|
90-Days
|
| System workmanship coverage including cabling, connections, and system installation work (does not include equipment) |
√
|
√
|
1-Year
|
| Labor to remove and reinstall any product that has failed during the manufacturer’s warranty (exclusions apply) |
√
|
√
|
90-Days
|
| Free standard shipping on repairs |
√
|
√
|
90-Days
|
| Annual system review |
√
|
√
|
|
| Remote diagnostics, where applicable |
√
|
√
|
|
| Preventative maintenance visits to inspect, clean, adjust, and test equipment in order to identify potential issues and to prolong the life of your system. |
4 Per Year
|
2 Per Year
|
|
| Detailed inventory of covered equipment |
√
|
√
|
√
|
| Refresher system training (up to 4-hours) |
2 Per Year
|
1 Per Year
|
|
| Comparable replacements for items which cannot be repaired and are no longer available |
√
|
||
| Consumable supplies such as lamps and batteries, etc. |
Discounted
|
Billable
|
Billable
|
| Loaner equipment, provided on an as available basis, in the event that a component cannot be repaired within a timely fashion |
√
|
||
| 1, 2 and 3-year plan terms available |
√
|
√
|
|
| Consultation on system upgrades |
√
|
√
|
√
|
ALL PLANS ARE SUBJECT TO AN EXECUTED STARcare® Service & Support CONTRACT.
*Where any Manufacturer’s warranty extends beyond ninety-days, repair or replacement of products will be provided by the Manufacturer in accordance with their terms and Starlite may charge a service fee for removal, shipping, and facilitating the service of such Goods after the ninety-day period.