PRIORITY PLAN
This is a comprehensive plan that includes all the features from the Essential Plan and much more, providing our clients with exceptional service beyond resolving problems as they arise. It includes maintaining your systems proactively on a regular basis to ensure optimum operational capacity and longevity.
Response time via Phone and Email Support Clients are prioritized for support response time within 1 hour (Monday through Friday 9:00 AM to 8:00 PM, excluding weekends and all holidays).
Power Reboot With the proper hardware in place, many problems with your system can be resolved by our technicians rebooting your equipment remotely. Creating a custom auto-reboot schedule where a device will simply reboot on its own at a given time when you are not using it, minimizes the need for site visits.
Product Warranty If your system includes select equipment under the original manufacturer's warranty, Bauer Audio will take the necessary steps to work with the manufacturer to either replace or repair the equipment. These warranties do not cover costs of site visits for the removal, re-installation, firmware updates, loaner items, shipping and handling fees for any defective components.
In-Home Service If a problem escalates beyond what can be corrected via remote support an on-site visit will be scheduled. Up to 8 hour per year is included. Additional hours will be billed at current rates.
Discounted Upgrades As technology changes, equipment could become outdated. Bauer Audio offers a discount on select equipment. Not including installation and configuration.
Tech Support As a technology adviser, we are a resource to help you make the most of your equipment, or troubleshoot problems with personal computers, mobile devices and more. Up to 4 hours of Bauer Audio consultation fee per year is included.
Remote System Monitoring With the proper hardware in place, our company will monitor system components for status, component health, environmental operating parameters (ie. excessive heat, fluctuations in power, etc.) and fault warnings with the intent to identify & resolve component & system failures in advance of the issue being observed by the client. Client authorizes our company to remotely connect to the network & affect the state of the system in an effort to remedy issues as they arise. Resolution may include establishing a VPN connection to the system, triggering scenes and/or resetting power on specific components. Our company will exhaust remote diagnostics & repair efforts before scheduling a technician for an on-site visit.
Cable, Telephone & Internet Service Provider Support Upon your authorization, we will handle all aspects of coordination, equipment replacement, upgrading or downgrading services and support with your service provider. Up to 4 hours included, additional hours will be billed at current rates.
Calibration for Audio Video Systems A single visit yearly calibration will be performed for two channel audio, multi-zone audio, video projection and audio surround systems (up to 2 hours). Additional hours will be billed at current rates.
Power Protection Equipment Bauer Audio will replace UPS batteries as needed to maintain functionality. Upon a power surge, we will work with the manufacturer to replace the affected unit. Shipping and handling fees are not included.
Next Business Day Guarantee Clients are guaranteed a next business day on-site response. Excluding weekends & holidays.
Preventive Maintenance Regularly scheduled on-site inspections ensure that all systems are functioning to their expected performance levels. (4) hours per year are included for these on-site visits. Additional time billed at current rates.
*The purchase and installation of specialized equipment from Bauer Audio is required in order to make use of certain options outlined. Bauer Audio will provide a free assessment to determine if your system has the necessary infrastructure and equipment to enable these features, if so, nothing more is required. If not, Bauer Audio can provide a quote for the equipment and installation costs. Pricing will vary based on your system configuration.
