After Care Support You Can Count On
System Support & Service Program
Main Line Sound & Video is proud to offer a first-class membership with every system that we install. With the System Support & Service Program, our goal is to build lasting relationships with each client by ensuring expectations are met long after an installation is complete. With a variety of plans in place, we are able to provide the perfect level of support tailored to each client’s needs. As consumers ourselves, we value peace of mind!
Plan Overview
- Prioritized Support*If Main Line Sound & Video is unable to resolve your issue remotely, a dedicated service technician will be scheduled for an on site service call. With an active System Support & Service Program membership, we guarantee on-site capacity within a certain number of business days.*Turn around time determined by chosen plan. Turn around time excludes Saturdays & Major US Holidays.
- Proactive Monitoring*Utilizing remote monitoring and management tools, MLSV will have the ability to quickly identify & resolve issues within your system. Performing regular network software updates is an important step to a reliable WiFi environment.*Remote troubleshooting device(s) required. Please consult with your designer to confirm your system can be supported remotely. Service technician will run a system health check bi-monthly or quarterly (determined by chosen plan).
- 24/7/365 Phone, Email & Text Support*We’re available to communicate with you in whichever manner best fits your lifestyle. A dedicated service technician can attempt to resolve your issue.*MLSV reserves the right to escalate to an in-person service call billed at the rate determined by your chosen plan. Troubleshooting communications will be handled by a MLSV service partner. Available form of communication is determined by your chose plan.
- Reactive Monitoring*MLSV will have the ability to resolve issues within your system, utilizing remote monitoring and management tools. If your network is not running as well as it used to, give our in house dedicated service department a call and they will be able to schedule a remote network health check and push any necessary updates to keep your system*Remote troubleshooting device(s) required. Please consult with your designer to confirm your system can be supported remotely. If MLSV cannot fully resolve the issue remotely, an on-site service call will have to be scheduled within your guaranteed response time (determined by chosen plan).
- On-Site Annual System Checkups*On-site Annual System Checkups are performed on a 6 month or yearly basis called out by your chosen plan. A dedicated service technician will perform an overall health check of your system(s), necessary updates, and recommend possible upgrades.*Excludes any modifications to existing remote programming. Excludes any hardware changes.
- Remote Network Repair*Utilizing remote management tools, MLSV will have the ability to resolve issues within your system. With a snapshot view of the overall health of your network, our dedicated service technicians will be able to quickly identify and resolve most issues without an on site service call.*Remote troubleshooting device(s) required. Please consult with your designer to confirm your system can be supported remotely. If MLSV cannot fully resolve the issue remotely, an on-site service call will have to be scheduled within your guaranteed response time (determined by chosen plan).
- Preferred Client Labor Rate*If MLSV is unable to resolve your issue remotely, a dedicated service technician will be scheduled for an on-site service call. All service calls are billed at a discounted labor rate determined by your chosen service plan.*1 hour minimum for on site service calls.
OvrC Connect App
User Focus
Depending on which plan you have chosen, a dedicated technician will install and program the OvrC Connect app on your mobile device.
Customizable
Create custom commands based on your needs in OvrC Connect. Reset multiple devices with a single touch.
Whether it’s late at night, early in the morning or just not convenient to call us, use OvrC Connect to help you resolve common issues.
Convenient
With the touch of a button, clients can fix small problems on their own schedule without needing to know system complexities.
Peace of Mind
You can reboot troubled audio, video, networking, surveillance and other equipment connected to OvrC enabled hardware.
Redefining Standard
- Labor WarrantyMain Line Sound & Video stands behind all facets of our installations. Our standard warranty covers all labor, programming, and workmanship for 90 days from date of project completion. After 90 days, standard labor rates apply determined by your chosen plan on date of project completion. If a paid plan is chosen, MLSV will extend the Labor Warranty to 6 months of coverage.
- Manufacturer’s WarrantyCoverage begins on the date of substantial project completion. This program does not extend any manufacturer’s warranty.
- Service Scheduling by PhoneFor the Service Department, press 2. Phone calls requesting service will be taken during regular business hours. All calls after hours will be routed to our voicemail service. Voicemail service requests will be returned during regular business hours. Appointments will be scheduled in the next available time slot, determined by your chosen plan. If a paid plan is chosen, a dedicated phone line, text line and email will be provided for 24/7/365 troubleshooting support.
System Support & Service Plans
| Features | Ultra HD | HD | SD | Network Only | Opt-Out | Out of Area |
|---|---|---|---|---|---|---|
| Prioritized Support | 1 Business Day | 2 Business Days | 3 Business Days | 2 Business Days | Next Available | N/A |
| 24/7/365 Text & Email Support | ✓ | ✓ | ✓ | ✓ | ✗ | ✓ |
| 24/7/365 Phone Support | ✓ | ✓ | ✗ | ✓ | ✗ | ✓ |
| On-Site Annual Check-Ups | 2 (pre-scheduled) | 1 (pre-scheduled) | 0 | 0 | 0 | Springtime seasonal opening |
| Proactive Monitoring | Bi-monthly system health checks | Quarterly system health checks | ✗ | Quarterly system health checks | N/A | ✓ |
| Reactive Monitoring | ✓ | ✓ | Optional (if applicable equipment is purchased) | ✓ | N/A | ✓ |
| Remote Network Repair | ✓ | ✓ | Optional (if applicable equipment is purchased) | ✓ | N/A | ✓ |
| OvrC App Control | ✓ | ✓ | ✗ | ✓ | N/A | ✓ |
*Refer to Plan Overview for Terms and Conditions
Service Request
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