Flexible support tailored to the needs of your organization

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

UK Service Plans

UK only (Click here for global plans)

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.

Service Plans (UK only)

UK only (Click here for global plans)

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)