Information on Support Services

Cervion Systems commitment to customer service extends well beyond the initial sale. Our Support Team is available 7 days a week, 365 days a year to take your call. Should you have any questions, or wish to change your current level of service, please contact our sales department at 877-476-7246, option #1, or via email at sales@cervion.com.

Current customers can fill out an online support request form.

	Help Desk	On-Site	As-A Service
Email Support business hours	X	X	X
Help Desk Support - 24x7x365 business hours, emergency issues	X	X	X
On-Site Service including travel and labor		X	X
Loaner Equipment		X	X
20% Discount on Parts & Replacement Equipment		X
No Charge Parts & Replacement Equipment			X
Optional Cloud-Based Backup included at no additional cost	X	X	X

Monthy Pricing, Starting at:	$75	$150	Varies

Please note: Important terms, conditions and service details can be found at www.cervion.com/terms. Our support agreements do not cover virus or security related issues, misuse, abuse or reprogramming. The monthly pricing will vary based on the number of termials,the age of system, the support history, etc. Systems that are not currently covered by an active agreement may require an on-site system survey prior to agreement start. On-site service is generally available to customers within a 100 mile radius of a Cervion Systems office, and response time is typically next business day. Depot service is available to customers outside of the on-site service zone.

TIME & MATERIAL PRICING

Customers not covered by a current Support Agreement may obtain support services on a
Time & Material basis. Rates & policies regarding time & material billing are subject to change.

Help Desk Incidents

Incident rates include up to one hour of phone and remote support services to remediate system issues.
Rates include up to one hour of labor, additional time is billed in ¼ hour increments.

Business Hours Support Incident - $175
After Hours Support Incident - $275

Labor Rates

All service requests that require labor are subject to a one hour minimum
at the prevailing rate when the call is received.

On-site Labor (Business Hours) - $150 /hour
Shop Labor (Business Hours) - $100 /hour
On-site Labor (After Hours) - $225 /hour (2 hour minimum)
Travel Charge for On-Site Service – Starting at $75 per trip

Click here for a note about our Help Desk Incident pricing.