MoovCare™ Service Plans
Icomera products are designed and built to rugged specifications to survive in outdoor and in-vehicle environments. We supply them with a standard one year warranty and 30 days of technical support by phone and email. However we appreciate that our customers may want additional peace of mind with extended coverage for support and warranty, as well as options for Advance Hardware Replacement and emergency support hours. With MoovCare™ we have created flexible service plans on annual contracts tailored to your specific requirements and budget.
MoovCare Silver Support
Extended Warranty & Product Repair
Product Repair is meant to complement the customer's spares inventory and replenishment structure for the support of mission-critical applications. This service offers a 15 day turnaround of the faulty hardware from receipt by Icomera.
Software Maintenance
Customer is entitled to receive or access Software Updates (including related release notes and documentation) as well as maintenance fixes for products identified under this agreement. Offering will be governed under same terms and conditions as set forth in license agreement accompanying the original Software licensed by the customer. Software enhancements may be purchased on as-quoted basis.
Technical Support - Next Business Day Response
Authorised customers are entitled to Next Business Day response M-F 9AM-6PM (Sweden and UK times) via technical phone support for an unlimited amount of incidents. Technical phone support will include assistance in the use of supported Equipment and Software. Such assistance would include assistance with configuration, operations, diagnosis and resolution of hardware and software Incidents. Assistance may require remote access to the customer's systems in support of incident diagnosis.
24x7 Web Support
Includes online Helpdesk access to firmware and software bug fixes, and updates, documentation, FAQs and trouble ticket system.
MoovCare Gold Support
Extended Warranty & Product Repair
Product Repair is meant to complement the customer's spares inventory and replenishment structure for the support of mission-critical applications. This service offers a 7 day turnaround of the faulty hardware from receipt by Icomera.
Software Maintenance
Customer is entitled to receive or access Software Updates (including related release notes and documentation) as well as maintenance fixes for products identified under this agreement. Offering will be governed under same terms and conditions as set forth in license agreement accompanying the original Software licensed by the customer. Software enhancements may be purchased on as-quoted basis.
Technical Support – Extended Hours Same Day Response
Authorised customers are entitled to a same-day response during Extended Hours M-F 8AM-8PM (Sweden and UK times) via technical phone support for an unlimited amount of incidents. Technical phone support will include assistance in the use of supported Equipment and Software. Such assistance would include assistance with configuration, operations, diagnosis and resolution of hardware and software Incidents. Assistance may require remote access to the customer's systems in support of incident diagnosis.
24x7 Web Support
Includes online Helpdesk access to firmware and software bug fixes, and updates, documentation, FAQs and trouble ticket system.
MoovCare Platinum Support
Extended Warranty & Advanced Hardware Replacement (AHR)
AHR is meant to complement the customer's spares inventory and replenishment structure for the support of mission-critical applications. This service offers prompt "next-business-day" shipment of replacement equipment ahead of faulty hardware being returned to Icomera.
Software Maintenance
Customer is entitled to receive or access Software Updates (including related release notes and documentation) as well as maintenance fixes for products identified under this agreement. Offering will be governed under same terms and conditions as set forth in license agreement accompanying the original Software licensed by the customer. Software enhancements may be purchased on as-quoted basis.
Emergency Technical Support – 24x7
An emergency is defined as a complete or major network outage impacting more than 50% of Icomera products within the customers network.
Technical Support – Extended Hours Four Hour Response
Authorised customers are entitled to a four hour response during Extended Hours M-F 8AM-8PM (Sweden and UK times) via technical phone support for an unlimited amount of incidents. Technical phone support will include assistance in the use of supported Equipment and Software. Such assistance would include assistance with configuration, operations, diagnosis and resolution of hardware and software Incidents. Assistance may require remote access to the customer's systems in support of incident diagnosis.
24x7 Web Support
Includes online Helpdesk access to firmware and software bug fixes, and updates, documentation, FAQs and trouble ticket system.
