Flexible support tailored to the needs of your organization

Maximize uptime and protect your investment with SMART's comprehensive business support plans.

Service Plans
Limited Equipment Warranty
7am - 4pm MST
Support hours
Return for repair only
Advanced hardware shipping guarantee
Best effort
Qualified response time
Basic / Basic Plus*
9am - 5pm (local time)
Support hours
10-day max
Advanced hardware shipping guarantee
2 hr
Qualified response time
Elite / Elite Plus*
24/5 (Mon - Fri)
Support hours
5-day max
Advanced hardware shipping guarantee
1 hr
Qualified response time

* Plus plans include onsite break-fix coverage by SMART-authorized technicians.

All plans available in 1- and 3-year terms.

All non-Standard Warranty plans include software maintenance.

Service Plans (UK only)
Limited Equipment Warranty
7am - 4pm MST
Support hours
Return for repair only
Advanced hardware shipping guarantee
Best effort
Qualified response time
Warranty Plus**
9am - 5pm GMT
Support hours
48 hr max
Advanced hardware shipping guarantee
Best effort
Qualified response time
Basic / Basic Plus*
9am - 5pm (local time)
Support hours
10-day max
Advanced hardware shipping guarantee
2 hr
Qualified response time
Elite / Elite Plus*
24/5 (Mon - Fri)
Support hours
5-day max
Advanced hardware shipping guarantee
1 hr
Qualified response time

* Global service-level agreements (SLAs) and availability. Options available for onsite break-fix coverage by SMART-authorized technicians.

** UK-only SLAs and availability.

All Support Service plans are available in 1- and 3-year terms.

Explore our service offerings in more detail

Service Plans
Offering

Product Information

Knowledge base access
SMART Limited Equipment Warranty yes
Basic / Basic Plus yes
Elite / Elite Plus yes

RMA

Advanced hardware replacement
SMART Limited Equipment Warranty Return for repair only
Basic / Basic Plus yes
Elite / Elite Plus yes
RMA order processing
SMART Limited Equipment Warranty Best effort
Basic / Basic Plus 24 hr
Elite / Elite Plus 24 hr
Advanced hardware shipping guarantee*
SMART Limited Equipment Warranty N/A - Return for repair only
Basic / Basic Plus 10-day max
Elite / Elite Plus 5-day max

Support

24/7 case management via web
SMART Limited Equipment Warranty N/A
Basic / Basic Plus yes
Elite / Elite Plus yes
Phone/Web support initiation
SMART Limited Equipment Warranty yes
Basic / Basic Plus yes
Elite / Elite Plus yes
Remote expert access (Level 2-4)
SMART Limited Equipment Warranty yes
Basic / Basic Plus yes
Elite / Elite Plus yes
Support hours
SMART Limited Equipment Warranty 7-4 MST
Basic / Basic Plus 9-5 (local time)
Elite / Elite Plus 24/5
Weekend/Holiday support
SMART Limited Equipment Warranty no
Basic / Basic Plus no
Elite / Elite Plus no
Qualified response time
SMART Limited Equipment Warranty Best effort
Basic / Basic Plus 2hrs
Elite / Elite Plus 1hr
Incident prioritization
SMART Limited Equipment Warranty Standard
Basic / Basic Plus 3
Elite / Elite Plus 2

Software

SMART Meeting Pro®
SMART Limited Equipment Warranty N/A
Basic / Basic Plus yes
Updates Included
Elite / Elite Plus yes
Updates Included
SMART TeamWorks™
SMART Limited Equipment Warranty N/A
Basic / Basic Plus Available by subscription
Elite / Elite Plus Available by subscription
SMART Remote Management
SMART Limited Equipment Warranty N/A
Basic / Basic Plus Available by subscription
Elite / Elite Plus Available by subscription

PLUS onsite support

Onsite break-fix coverage by SMART authorized technicians**
SMART Limited Equipment Warranty no
Basic / Basic Plus PLUS only
Elite / Elite Plus PLUS only
Offering SMART Limited Equipment Warranty Basic / Basic Plus Elite / Elite Plus

Product Information

Knowledge base access yes yes yes

RMA

Advanced hardware replacement Return for repair only yes yes
RMA order processing Best effort 24 hr 24 hr
Advanced hardware shipping guarantee* N/A - Return for repair only 10-day max 5-day max

Support

24/7 case management via web N/A yes yes
Phone/Web support initiation yes yes yes
Remote expert access (Level 2-4) yes yes yes
Support hours 7-4 MST 9-5 (local time) 24/5
Weekend/Holiday support no no no
Qualified response time Best effort 2hrs 1hr
Incident prioritization Standard 3 2

Software

SMART Meeting Pro® N/A yes
Updates Included
yes
Updates Included
SMART TeamWorks™ N/A Available by subscription Available by subscription
SMART Remote Management N/A Available by subscription Available by subscription

PLUS onsite support

Onsite break-fix coverage by SMART authorized technicians** no PLUS only PLUS only

* Door-to-door, or port of entry. See SMART Services Terms & Conditions for regional service level objectives outside of NA and EU.

** Terms and conditions apply. See SMART Services Terms & Conditions for details.

Download PDF version

Service Plans (UK only)
Offering

Product Information

Knowledge base access
SMART Limited Equipment Warranty yes
Warranty Plus** yes
Basic / Basic Plus yes
Elite / Elite Plus yes

RMA

Advanced hardware replacement
SMART Limited Equipment Warranty Return for repair only
Warranty Plus** yes
Basic / Basic Plus yes
Elite / Elite Plus yes
RMA order processing
SMART Limited Equipment Warranty Best effort
Warranty Plus** 24 hr
Basic / Basic Plus 24 hr
Elite / Elite Plus 24 hr
Advanced hardware shipping guarantee*
SMART Limited Equipment Warranty N/A - Return for repair only
Warranty Plus** 48 hr max
Basic / Basic Plus 10-day max
Elite / Elite Plus 5-day max

Support

24/7 case management via web
SMART Limited Equipment Warranty N/A
Warranty Plus** N/A
Basic / Basic Plus yes
Elite / Elite Plus yes
Phone/Web support initiation
SMART Limited Equipment Warranty yes
Warranty Plus** yes
Basic / Basic Plus yes
Elite / Elite Plus yes
Remote expert access (Level 2-4)
SMART Limited Equipment Warranty yes
Warranty Plus** yes
Basic / Basic Plus yes
Elite / Elite Plus yes
Support hours
SMART Limited Equipment Warranty 7-4 MT
Warranty Plus** 9-5 GMT
Basic / Basic Plus 9-5 (local time)
Elite / Elite Plus 24/5
Weekend/Holiday support
SMART Limited Equipment Warranty no
Warranty Plus** no
Basic / Basic Plus no
Elite / Elite Plus no
Qualified response time
SMART Limited Equipment Warranty Best effort
Warranty Plus** Best effort
Basic / Basic Plus 2hrs
Elite / Elite Plus 1hr
Incident prioritization
SMART Limited Equipment Warranty Standard
Warranty Plus** Standard
Basic / Basic Plus 3
Elite / Elite Plus 2

Software

SMART Meeting Pro®
SMART Limited Equipment Warranty N/A
Warranty Plus** yes
Updates Included
Basic / Basic Plus yes
Updates Included
Elite / Elite Plus yes
Updates Included
SMART TeamWorks™
SMART Limited Equipment Warranty N/A
Warranty Plus** Available by subscription
Basic / Basic Plus Available by subscription
Elite / Elite Plus Available by subscription
SMART Remote Management
SMART Limited Equipment Warranty N/A
Warranty Plus** Available by subscription
Basic / Basic Plus Available by subscription
Elite / Elite Plus yes

PLUS onsite support

Onsite break-fix coverage by SMART authorized technicians***
SMART Limited Equipment Warranty no
Warranty Plus** De-install/Reinstall only
Basic / Basic Plus PLUS only
Elite / Elite Plus PLUS only
Offering SMART Limited Equipment Warranty Warranty Plus** Basic / Basic Plus Elite / Elite Plus

Product Information

Knowledge base access yes yes yes yes

RMA

Advanced hardware replacement Return for repair only yes yes yes
RMA order processing Best effort 24 hr 24 hr 24 hr
Advanced hardware shipping guarantee* N/A - Return for repair only 48 hr max 10-day max 5-day max

Support

24/7 case management via web N/A N/A yes yes
Phone/Web support initiation yes yes yes yes
Remote expert access (Level 2-4) yes yes yes yes
Support hours 7-4 MT 9-5 GMT 9-5 (local time) 24/5
Weekend/Holiday support no no no no
Qualified response time Best effort Best effort 2hrs 1hr
Incident prioritization Standard Standard 3 2

Software

SMART Meeting Pro® N/A yes
Updates Included
yes
Updates Included
yes
Updates Included
SMART TeamWorks™ N/A Available by subscription Available by subscription Available by subscription
SMART Remote Management N/A Available by subscription Available by subscription yes

PLUS onsite support

Onsite break-fix coverage by SMART authorized technicians*** no De-install/Reinstall only PLUS only PLUS only

* Door-to-door, or port of entry. See SMART Services Terms & Conditions for regional service level objectives outside of NA and EU.

** UK-only SLAs and availability. Please see Warranty Plus Terms & Conditions for full details.

*** Terms and conditions apply. See SMART Services Terms & Conditions for details.

Download PDF version (UK Only)