After your 2 year warranty and free upgrades period expires, Multimedia Solutions, Inc. services provide customers with a full suite of support services that compliments your technology investment. MSI Services currently include:

• COMPLETE SUPPORT SERVICES PLANS
• SOFTWARE MAINTENANCE
• IF YOU MOVE YOUR SYSTEM OR REQUIRE RE-INSTALLATION SERVICES
• ADDITIONAL USER TRAINING
• ADDITIONAL TECHNICAL TRAINING

Multimedia Solutions, Inc. Support Service Plans

The Multimedia Solutions, Inc. hereinafter referred to as MSI support program provides three levels of support for your technology investment. You can get the support program you are looking for based on your specific requirements with three comprehensive levels of support:

• SILVER – Designed to provide remote technical and user support;
• GOLD – Offers on-site support in addition to remote support; or
• PLATINUM – Delivering peace of mind with this fully comprehensive support.

For full details of the SILVER, GOLD and PLATINUM offerings please refer to the respective detailed specifications. These can be obtained by contacting MSI by any of the methods shown below.

SANAKO serves over 20,000 educational institutions across the world. We recognize that the initial investment of a MSI solution can yield many benefits but deployment alone is only half the story. For one annual price you will receive support that keeps your system optimised and helps you to get the best return from your investment. You will receive access to a 24/7 web based global user forum in which you can learn from other users all around the world and 24/7 access to resources and tools from our FTP download server. We look forward to supporting you and your needs today and in the future.

Prior to the commencement of any support contract, MSI will conduct an audit of your existing system. Any issues or remedial action identified at this audit must be corrected and paid for by the customer prior to the commencement of any support contract. The audit cost will be invoiced as a separate item and will not be charged if the support contract is taken out at the same time as the initial purchase.Note¹: Wear and tear parts are defined as headphone ear pads, cords and pinch rollers.

SILVER PLAN

SILVER contract has been designed to provide remote technical and user support.

What remote support is included?

You get unlimited access to telephone, fax and e-mail support. Telephone support via 888-989-1285, will be provided between the hours of 9am to 5pm EST (Monday to Friday – excluding holidays) with a maximum response time of one working day. Fax and e-mail support will be given within a maximum of two working days.

Do I only receive technical support?

No. You can raise issues such as “How do I do this?” and “Can the system do that?” These issues can be raised directly with our support team or you can ask fellow users of the system from all around the world.

We will register you to the SANAKO Worldwide User Forum and e-mail you the hyperlink to enter. Why not learn from other users and perhaps help them and you to get the best from your investment.

What kind of pro-active support am I given?

It is often said that the best way to solve a problem is to prevent it from happening in the first place. The SANAKO support team creates regular bulletins that advise customers on possible causes of problems and how to avoid them and keep your system optimised. These bulletins will be sent as PDF documents throughout your support contract period.

You will also be given access our FTP download server that will allow you to download any service packs or patch files that we create. You will also be able to access and download our library of manuals and other documentation.

What if I have a problem with my hardware?

If you are purchasing the support contract at the same time as your lab, then all parts are covered for a 24-month period as included in your initial warranty. Should you require an onsite visit from the support team to rectify an issue that is not covered under your existing plan or warranty then you may elect support at the stated rate of daily support. Call for a quote in your area. You may also elect to use our depot support for your hardware issues, any equipment may be shipped to our repair facility in Naples or to the SANAKO facility in Brewster, NY (shipping must be prepaid and will be returned prepaid). If warranty applies no charges will be incurred (except for outbound shipping and insurance), all others will be billed parts plus labour (currently $155.00/hour). If there is an effective support agreement in place no labour will be charged, you will be billed for non-wear and tear parts and shipping.

* Please note that all calls, faxes and e-mails relating to the same problem count as just one issue.

GOLD PLAN

The GOLD contract offers on-site support in addition to remote support.

Is everything stated in the SILVER contract included?

Yes. In fact any existing SILVER support contract customers can upgrade to either a GOLD or PLATINUM contract at any time and be charged on a pro-rata basis.

GOLD vs. SILVER contract, what is the difference?

There are three clear differences between the SILVER and GOLD support contracts.

• You get up to 1 on-site support visit during the year. This visit can be used for regular preventative maintenance, problem solving, installation, or upgrade. Although remote support can identify and rectify a majority of issues, MSI recognizes that you may often wish to have one of our support team actually visit your site to make sure that issues are resolved promptly and effectively.
• Should you require any further on-site visits (in addition to the 1 visit included in the SILVER contract) then you would qualify for a 10% discount from the daily support rate.
• If during one of your visits or under normal use a problem is identified that requires the purchase of a spare part then you would qualify for a 10% discount from our listed price.

Prior to the commencement of any support contract, MSI will conduct an on-site audit of your system. Any faults or remedial action identified at this audit must be corrected and paid for by the customer prior to the commencement of any support contract. The audit cost will be invoiced as a separate item and will not be charged if the support contract is taken out at the same time as the initial purchase.

PLATINUM PLAN

PLATINUM support delivers peace of mind with this fully comprehensive contract.

Is everything stated in the GOLD contract included?

Yes. In fact any existing GOLD contract customer can upgrade to a PLATINUM contract at any time and be charged on a pro-rata basis.

PLATINUM vs. GOLD contract, what is the difference?

There are four clear differences between the GOLD and PLATINUM support contracts.

• You get up to 2 on-site support visits during the year. These visits can be used for regular preventative maintenance, problem solving, installation or upgrade. Although remote support can identify and rectify a majority of issues MSI recognizes that you may often wish to have one of our support team actually visit your site to make sure that issues are resolved promptly and effectively. Upon request, you may receive 4 hour maximum user training session as part of the on-site visit, this is intended to address specific concerns of the faculty and staff. (Training must be requested when the visit is scheduled).
• Should you require any further on-site visits (in addition to the 2 on-site visits included in the PLATINUM contract) then you would qualify for a 20% discount from the daily support rate of $ 155.00 per hour.
• If during one of your visits or under normal use a problem is identified that requires the purchase of a spare part then you would qualify for a 20% discount from our listed price.
• One of our support team will come to your site and provide a nominal 4-hour training session to your requirements. Hand-outs can be provided along with soft copies of all the material used during training.

Prior to the commencement of any support contract, MSI will conduct an on-site audit of your system. Any faults or remedial action identified at this audit must be corrected and paid for by the customer prior to the commencement of any support contract. The audit cost will be invoiced as a separate item and will not be charged if the support contract is taken out at the same time as the initial purchase.

PRICE LIST FOR MSI SUPPORT SERVICES

NOTE: Prices are for a one year support agreement for SANAKO software and hardware products only. Ancillary peripherals, 3rd party software and other non-SANAKO related products are not included in the support agreement. Additional fees and expenses may apply in the event support is required due to a change in the local environment, including operating system, network, hardware reconfigurations, neglect or viruses.

Prices effective Jan, 2012

SILVER is the base line plan and additional options for GOLD and PLATINUM Plans will be in addition to the base price of $2,000. Prices shown are for an annual agreement with applicable discounts for 3 and 5 year plans as outlined.