Service Level Agreements (SLAs)

Harris ServicePAK agreements ensure your products are supported after their standard warranty period expires. But don’t wait. Ask about our 24x7 Gold program, which upgrades your warranty to Gold level for no additional cost, when you purchase a ServicePAK contract before the end of your new or existing warranty.

No one needs the hassle of submitting POs and dealing with finance during an emergency. Have your servicePAK in place from the get go.

Let us help you find the right level of support coverage. Contact us or call your Regional Sales Manager for a ServicePAK quote.

Service Features	North America ServicePAKs1 (Customers in North America)			International ServicePAKs1 (Customers outside North America)
	Basic	Gold	GoldPlus	Basic	Gold
Regional Technical Phone Support (9X5 Coverage)	•			•
24x7 Technical Phone Support		•	•		•
After-Hour Emergency “Off-Air” Technical Phone Support	•
Technical Knowledge Bank Access	•	•	•	•	•
Software Updates and Bug Fixes (current version only)	•	•	•	•	•
Software Upgrades		•	•		•
Remote Access Support (if available)	•	•	•	•	•
Advance Exchange Parts	5 Day Shipment	Next Day Shipment	Next Day Shipment	5 Day Shipment2	Next Day Shipment2
Additional On-Site Services – 10% Discount		•	•		•
Onsite Preventative Maintenance Visit		Annual Option	Annual	Annual Option	Annual3
Bi-Annual Site Review and Evaluation			•
Consigned Inventory			Option
Dedicated Site Advocate			Option
Emergency Field Services			Option	Option	Option

¹ Does not include Transmission products (Transmission products include TV and Radio transmitters, Intraplex and Studio products).

² In the event that the Customer allows its warranty and/or ServicePAK coverage to lapse such that there is a period of no warranty or ServicePAK coverage, there will be a ninety (90) day waiting period before Advance Exchange Services begin under a subsequent ServicePAK Agreement.

³ Only available for ServicePAK Agreements with annual prices greater than or equal to U.S. $50,000 per year.