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.
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 and 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 Service and 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 and 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 and Support Plans are discounted and valid only when purchased with
the system.
CHOOSE THE PLAN
THAT IS RIGHT FOR YOU.
| STARcare SERVICE & SUPPORT PLANS | PREMIER | PLUS | BASIC |
|---|---|---|---|
| Toll-free U.S. based help desk support during business hours(1) | Unlimited | Unlimited | 90-Days |
| Phone response time | Within 1 Hour | Within 1 Day | Within 1 Day |
| Onsite field technician dispatch during normal business hours | Included | Included | 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 | Plan Term | Plan Term | 90-Days |
| Coverage for your entire system, including the most expensive components, with the exception of expendable supplies such as lamps, batteries, etc. | Plan Term | Plan Term | 90-Days(2) |
| Service labor to troubleshoot and diagnose system malfunctions | Plan Term | Plan Term | 90-Days |
| Travel time and expenses to and from the project site, during normal hours | Covered | Covered | 90-Days |
| System workmanship coverage including cabling, connections, and system installation work (does not include equipment) | Plan Term | Plan Term | 1-Year |
| Service labor to remove and reinstall any component in the system that has failed within the manufacturer’s warranty. | √ | √ | 90-Days |
| No charge for standard shipping of the equipment to and from the project site | Plan Term | Plan Term | 90-Days |
| Out of manufacturer warranty support | √ | ||
| Annual system review | √ | √ | |
| Remote diagnostics, where applicable | √ | √ | |
| Preventative maintenance visits to inspect, evaluate, 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 inventories of covered equipment. | √ | √ | √ |
| Refresher training and consultation | Up To 8 Hours/Yr | Up To 4 Hours/Yr | |
| Comparable replacements for items which cannot be repaired and are no longer available. | √ | ||
| Consumable supplies such as projector lamps, 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 service and support plan terms available | √ | √ | |
| Consultation on system upgrades | √ | √ | √ |
ALL SERVICE AND SUPPORT PLANS ARE SUBJECT TO AN EXECUTED SERVICE AND SUPPORT AGREEMENT.
(1) Normal business hours are Monday through Friday 9:00 AM to 5:00 PM EST, excluding recognized holidays.
(2) 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.
