InterVision Systems Inc

We're Here When You Need Us

The InterVision Call Center (ICC) is a telephone support service for InterVision customers who desire additional support resources beyond the OEM (Original Equipment Manufacturer) support agreements. ICC support is only available for systems provided by InterVision Systems.

Typically, ICC contracts are purchased to enhance support of integrated systems with components from more-than-one manufacturer. This assistance may be of value in determining the proper escalation path and handling escalation of issues with OEM support services.

ICC services cannot be used as a substitute for OEM support agreements. All products supported by an ICC contract must also be supported through an OEM support agreement with an equal or greater range of support hours. The ICC must be authorized to open cases through the OEM support agreement on behalf of the customer for all supported products.

Response Times

Monday through Friday, from 8am to 5pm Pacific time (excluding holidays,) a telephone queue is provided to customers that call-in to the ICC, and calls are taken on a first-come, first-served basis. Optionally, a voicemail can be left which will prompt a pager-call to an on-call support engineer. It will take a maximum of 4-hours for a support engineer to respond during normal business hours.

Similarly, if a Call Center receptionist is reached, a case is opened and a support engineer is not immediately available, it will take a maximum of 4-hours for a support engineer to respond during normal business hours.

For after-hours, weekends, or holiday emergencies, a voicemail can be left which will trigger a pager-call to an on-call support engineer. It will take a maximum of 2-hours for a support engineer to respond to a system-down, emergency voicemail that is left during these times.

Onsite Support

The ICC support contracts do not include any onsite support provisions. If onsite support is required, it should be included in the OEM support agreement so that it can be accomplished through escalation to the product manufacturer. If onsite support from InterVision is necessary, this can be arranged through your InterVision Sales Representative per the normal rates for InterVision Professional Services.

System Qualifications

ICC support is only available for systems provided by InterVision Systems. Annual support agreements may only be purchased for systems that have been implemented and documented by InterVision's Professional Services Organization (PSO).

Authorized Persons

Pre-authorized individuals or specific personnel may only use annual support agreements. Any pre-authorized person may direct us to enter additional authorized names into our database.

Appropriate Use

The ICC support services are not intended as a substitute for product training. Authorized persons should be trained and qualified to work on the systems that are supported. If continued abuse becomes apparent, we may suggest training, and take further action as necessary.

Annual agreements will only cover systems that are defined at the beginning of a contract. There is no provision for adding other products/systems under a pre-existing contract. Different systems, implemented under different projects, must be covered under different contracts.

No-Contract Calls to the ICC

Calls to the ICC that are not covered under a current contract will be responded to in a best-effort time-frame. Only 10 minutes/issue will be allowed with a support engineer at no charge. If more than 10 minutes is required, a $500 charge will be required before the case-work can continue. All other restrictions and qualifications still apply.

Service Level Expectations

Every effort will be made to provide timely and helpful assistance through the ICC. However, no guarantee of timely problem resolution is implied. The ICC is simply an additional resource for our system-integration customers who desire a vehicle for continued support from our PSO engineers in a more economical and convenient package than on-going consulting might provide.

Given the diversity of systems that InterVision sells and supports, there may at times be a skills mismatch with the engineer that initially takes the call, and an internal ICC escalation may be required to move the case forward. If this is necessary, the escalation will be carried out on a best-effort basis, with no guarantees of how quickly our best resource may become directly available. Drawing on other escalation resources that may be indirectly involved.

For more information please contact at 800-787-6707