STARcare®
SERVICE & SUPPORT PLANS
- Keep critical operations running with emergency support.
- Coverage for your entire 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.
I Would Like To Request:
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.