Midwich MiSupport FAQ
Midwich Intelligent Support (Mi Support) frequently asked questions
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What is Mi Support?
Why do clients enhance a product warranty with Mi Support? Most AV products come with a limited return to base (RTB) manufacturer warranty, often 1 year. If something goes wrong with your product it can take 15-21 days to send it to a repair center and return it to you, leaving your system offline. Repairs can take place all over the world from the USA, China, Holland, Germany and South America and most of the delay is from transporting your product to these repair centers. Save downtime by including a Mi Support contract when you purchase your products and with the support of our helpdesk we will send, next business day, a replacement product to get things back to normal quicker or if more appropriate send an engineer to site to fix the problem sooner. 1. 1. Save time and get your site up and running faster if something fails 2. Less engineering visits to site as a replacement can be sent directly to a users site. 3. No need to re-engineer/patch or loan products for any system to keep it operational 4. Full technical support from a CTS accredited engineer to get up and running faster with the Mi Support Helpdesk What does the Mi Support training academy give me with a Mi Support contract? If your product or system is covered by a Mi Support contract, beyond the enhanced warranty you can access the extensive Midwich training academy programme without the usual cost. Both users and integrators can get to know all of the features and benefits of a products to maximise use, manageability and investment. 1. 1. Unlimited access to our training courses for free 2. 2. Our courses are certified by our vendors and offer CTS accreditation points 3 3. Get to know how to make the most of your investment and the capability of your product Can you assist me onsite? Definitely. For an additional fee we offer onsite assistance to help you get the most from your product. Our engineers can support you to configure, setup or train you on your product anywhere in the UK. If you would like to find out more please contact us on 08715 277044 or email misupport@midwich.com
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What is Onsite Assistance?
Onsite Assistance Service Introduction Midwich offer a chargeable onsite assistance service covering our technical vendors’ products including BrightSign, Mersive, DataPath, Dexon, TVOne, Samsung, LG and Absen. Our service is designed for resale via resellers or trade integration partners to ensure the successful deployment of Midwich supplied products. Service Offering and Limitations · eacEach onsite assistance day ordered will be delivered by a certified Midwich engineer who will attend a site for a specified duration of time, usually normal office hours, Monday to Friday (excluding bank holidays and weekends). Each day is charged at full-day rate. · Our service is limited to the onsite setup and configuration of installed hardware supplied by Midwich with a Mi Support service charge applied. Midwich distributes its products to qualified integrators and resellers and therefore is not responsible for any system design, product installation, wiring, system performance or desired functionality through this onsite service. The service is limited to permit a product trained engineer to be onsite for a specified period of time to setup the equipment to the purchasers brief. Should the deployment require further time to complete the task this can be booked and purchased at an additional day rate. Please see our terms and conditions for full information. To help ensure that our engineer can arrive prepared to setup your product we ask for some further information on your project. Contact Name & Company Client / Project name Address of installation / site address Desired date for service to be delivered 2nd choice if desired date unavailable Parking (e.g. on site / off site / need to book a space?) Scope of works & Essential functionality Drawings, kit list and schematics provided (please note these are required before attending site) YES / NO After placing your order for an onsite training or commissioning service, our helpdesk will contact you to book a suitable date for an engineer’s visit. We endeavour to meet your desired date for this service but please allow 21 days booking lead time. Please note that Mi Support onsite assistance is a service and not a warranty. Submission of your purchase order indicates your agreement to our terms and conditions of service. TERMS & CONDITIONS OUR RESPONSIBLITIES 1.1 At the quotation stage we estimate, based on the information you provide and our experience, how many days support might be required to fulfill the requirements specified in the questionnaire. 1.2 Our contract is purely to provide on-site assistance for the number of days specified in our quotation. A day’s support will be a maximum of 8 hours, between 9:00 am and 17:00 pm, Monday to Friday (excluding bank holidays) as agreed between the two parties. 1.3 We endeavor to complete the defined scope of the project within the time detailed in clause 1.2 but make no guarantees that the project will in fact be completed after this time. Our contractual commitment ends at 5:00pm on the last day specified in the contract. 1.4 Should additional on-site assistance be required and is requested by you it will be regarded as a separate contract, incurring an additional charge for each full-day. We will endeavor to provide this additional assistance straight away however this may not be possible and an alternative, mutually convenient date will be agreed upon. 1.4 We do not offer on-going technical or operational assistance. 2. YOUR RESPONSIBLITIES 2.1 To ensure that You and the client fully understand and fully accept the terms of the onsite assistance. 2.2 To ensure that the hardware and software fully meets the recommended technical specifications for the work to be carried out. 2.3 To ensure that all data is backed-up securely. 2.4 To ensure that a competent I.T. support person is available when we are on-site to: 2.4.1 Offer general advice and highlight any potential issues or problems. 2.4.2 Determine where the program files and database files are to be installed. 2.4.3 Temporarily disable anti-virus software, and Spyware products during the software installation (if required) and to take suitable precautions to protect the system from attack during this period. 2.4.4 Provide network, computer and folder access / permissions as required to facilitate the operation of the software. 2.5 To agree that all risk involved with the software installation is fully understood and borne in its entirety by the client. Midwich Ltd and their employees accept no liability whatsoever for software, hardware or network functionality problems arising at the time of, or subsequent to offering support in the software installation, or for loss of data, business or revenue that may or may not have arisen from carrying out the onsite assistance. 3. DISCLAIMER OF WARRANTIES AND LIABILITY 3.1 Under no circumstances will Midwich Limited be liable for: 3.1.1 lost income, lost profits or lost business, wasted time, anticipated savings, lost goodwill, third party costs and charges, any business interruption or loss of or corruption of data, in each case whether caused directly or indirectly; or 3.1.2 any indirect, consequential, incidental or special damage however caused and whether arising under contract, tort including negligence, statute or otherwise, even if Midwich Limited knew of such potential liability. 3.2 Subject to clause 3.1 the maximum aggregate liability of Midwich shall not exceed the amount paid by you to Us under this Agreement. 3.3 Midwich Limited shall not be liable for and shall be excused from any failure to deliver or perform or for delay in delivery or performance due to causes beyond its reasonable control. 3.4 Nothing in this Agreement shall exclude or limit Midwich Ltd’s liability for fraud, death or personal injury arising out of Our negligence or any warranty about title or uninterrupted possession implied by statute. 4. MISCELLANEOUS 4.1 Governing Law. This Agreement shall be subject to the laws of England and Wales and the parties submit to the exclusive jurisdiction of the courts of England and Wales. 4.2 Amendments; No Waiver. No section of this Agreement may be changed, waived, discharged or amended except in a writing agreed by and signed then duly Authorised Representatives of the Parties. 4.3 Severability. If any provision of this Agreement is found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, such invalidity or unenforceability will not affect the other provisions of this Agreement which will remain in full force and effect. If any provision of this Agreement is so found to be invalid or unenforceable but would cease to be invalid or unenforceable if some part of the provision were deleted, the provision in question will apply with such modification as may be necessary to make it valid and enforceable. 4.4 This Agreement constitutes the entire agreement between you and Midwich Ltd with respect to the matters dealt with in it, and supersedes all documentation, information and other communications (in each case whether spoken or written) between the parties with respect to those matters. You acknowledge that in entering into this Agreement you have not relied on any documentation, information, representation, warranty, collateral contract or other assurance (except those set out in this Agreement) made by or on behalf of Midwich Limited before the date of this Agreement. You waive all rights and remedies which, but for this clause might otherwise be available to you in respect of any such representation, warranty, collateral contract or other assurance. 4.5 You shall provide us with any information that we may reasonably request from time to time and which we reasonably require in order to fulfil any of our contractual obligations under this Agreement.
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Audio Services from Sound Technology
If you are looking for assistance specifying, designing, setting up or comissioning a performance audio system you have come to the right place. Sound technology is a specialist in sound systems used in theatres, music events, stadiums, retail and corporate environments. Along with being the UKs exclusive distributor of Harman Audio brands including JBL, Crown, BSS and Soundcraft we also offer: System Design Product Demonstration Proof of concept EASE plots DSP system programming and configuration System comissioning ongoing maintenance and system management. Please contact the Mi Support helpdesk for more information and to visit our experience centre
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About the Mi Support service
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Enhanced warranty and services from Mi Support
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Mi Support in 60 Seconds
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Why enhance a product warranty with Mi Support?
Most AV products come with a limited return to base (RTB) manufacturer warranty, often 1 year. If something goes wrong with your product it can take 15-21 days to send it to a repair centre and return it to you, leaving your system offline. Repairs can take place all over the world from the USA, China, Holland, Germany and South America and most of the delay is from transporting your product to these repair centres. Save downtime by including a Mi Support contract when you purchase your products and with the support of our helpdesk we will send, next business day, a replacement product to get things back to normal quicker. 1. Save time and get your site up and running faster if something fails 2. Less engineering visits to site as a replacement can be sent directly to a users site. 3. No need to re-engineer/patch or loan products for any system to keep it operational 4. Full technical support from a CTS accredited engineer to get up and running faster with the Mi Support Helpdesk
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What does the Mi Support training academy give me with a Mi Support contract?
If your product or system is covered by a Mi Support contract, beyond the enhanced warranty you can access the extensive Midwich training academy programme without the usual cost. Both users and integrators can get to know all of the features and benefits of a products to maximise use, manageability and investment. 1. Unlimited access to our training courses for free 2. Our courses are certified by our vendors and offer CTS accreditation RU points 3. Get to know how to make the most of your investment and the capability of your product
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Can you assist me onsite?
Can you assist me onsite? Definitely. For a fee we offer onsite assistance to help you get the most from your product or system. Our certified engineers can support you to configure, setup or train you on your product anywhere in the UK. If you would like to find out more please contact us on 08715 277044 or email misupport@midwich.com
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Training Courses by Mi Support