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Comprehensive Maintenance Program
VideoRay will repair or replace, at its expense and at its option any system or component that, in normal use, has received operational damage or has been proven to be defective in workmanship or material throughout the effective dates of the program. Details of this program are listed below.
Program Elements
COVERAGE PERIOD
The program can be purchased in one or more years, but only in full-year increments. VideoRay will add the Period of Performance (POP) to the formal quote. Coverage must be purchased before the initial shipment of the VideoRay system. If coverage is purchased post-initial shipment, the owner must have the system inspected by the VideoRay factory, or an authorized service center. The owner is responsible for the shipping costs to and from the VideoRay Authorized Service Center.
EXPIRATION AND RENEWAL
The Comprehensive Support & Maintenance Program will terminate on the specified expiration date. The Support & Maintenance Program renewal must occur before the 1-year extended warranty expires to avoid a lapse in coverage and mandatory inspection, which includes a Systems Diagnostics Test that must be performed at the VideoRay factory or at a VideoRay Authorized Service Center, at our standard diagnostic fee. Repairs may be necessary to bring the equipment up to satisfactory operating condition. Additional components, purchased from VideoRay, can be added to coverage at any time for a prorated coverage fee. The owner is responsible for the shipping of affected product(s) to and from the VideoRay factory, or an authorized service center.
OPERATIONAL DAMAGE
Understanding the complexity of underwater operations the Comprehensive Support & Maintenance Program includes full service and replacement parts for damage that system equipment may encounter during operation. The program includes Systems Diagnostics Tests and any repairs necessary to bring any covered equipment up to satisfactory operating condition. See exception below for equipment completely lost in an operation. The owner is responsible for the shipping of affected product(s) to and from VideoRay, or an authorized service center.
WEAR & TEAR
The Comprehensive Support & Maintenance Program includes consumable replacement parts. As these parts are consumed, the owner may contact VideoRay, and order replacement parts. If replacement parts are required onsite to minimize downtime, a spares kit for the system, can be purchased in combination with CSMP. The owner is responsible for the shipping of affected part(s) from VideoRay, or an authorized service center.
PREVENTATIVE MAINTENANCE
Comprehensive Support & Maintenance Program participants are entitled to unlimited Systems Diagnostics Tests (a $250 value) and Annual System Tune-Ups. A Systems Diagnostics Test identifies any problems with the system equipment. Identified problems are repaired to bring the equipment up to a satisfactory operating condition. The owner is responsible for the shipping of affected product(s) to and from VideoRay, or an authorized service center. During a System Tune-Up VideoRay’s professional system technicians inspect all components and make any adjustments or repairs necessary while replacing all of the system’s submersible seals.
OPERATIONS PROTECTION
To ensure minimal downtime during operations, VideoRay’s Comprehensive Support & Maintenance Program participants enjoy no-cost loaner equipment that VideoRay keeps in stock, ready for mobilization while their system is down for repairs. The owner is responsible for the shipping costs to and from the VideoRay Authorized Service Center.
PRIORITY TECHNICAL SUPPORT
The Comprehensive Support & Maintenance Program provides priority technical support available 24 hours a day, 7 days a week.
EXCEPTIONS
This coverage program only covers system and accessory equipment purchased from VideoRay. This program covers any operational accident with the exception of lost or stolen equipment. These exceptions include submersibles and attachments completely lost in an operation. Equipment that is intentionally damaged is not covered under this program.
This program is only available for Mission Specialist systems.
For more information or to contact Sales, contact VideoRay at +1 610 458 3000 option 2 or sales@videoray.com
