Tech Care Plans

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PLATINUM Gold FREE

24/7 Off-Air Emergency Telephone Support
Page our on-call engineer and receive a rapid response in under 60 minutes₁

Premium Telephone Support
Obtain a prompt telephone response₂ normal weekdays between 6am and 6pm Pacific from our own Tech Support staff for all BSI supplied hardware and software. (We do not use third-party or overseas call centers).

Web-Based Support Tickets
to urgent Support Tickets submitted normal weekdays between 6am and 6pm Pacific
60 minute
response₁
Same day
response₁

Remote Login Support
Free remote PC Login for BSI software related tech support issues

FREE BSI Software Upgrade Protection
Free upgrades for each purchased BSI software for which a Tech Care Plan applies

FREE Simian Prod to Air Mode Upgrade₃
Activates main Play Decks on Prod Machine for backup (simulates AIR machine)

System Check & Configuration
In the event of technical issues, we will remotely log in and check your PC and software configuration for any hardware or software purchased through BSI

BSI User Forum
20,000 tips & tricks available 24/7 or enlist the help of other BSI users

Validation Codes
Replacement validation codes for all your purchased versions of BSI applications.

BSI Utility & Driver Updates
Free Tested and Certified Updates

PLATINUM Tech Care Plan - $1299 per year

All Simian PRO customers are automatically enrolled in the PLATINUM Technical Care Plan for the first 12 months from date of purchase. Simian LITE customers are automatically enrolled in all Web-based services for the first 6 months from date of purchase. The PLATINUM Tech Care Plan is renewable annually throughout the life of the software.

GOLD Tech Care Plan - $999 per year

Many of the same features of the Platinum Tech Care Plan (does not include 24-hour Off-Air Emergency support, among others, see above chart for more info) for $300 less than the Platinum Tech Care Plan. The Tech Care Plan is optional, and renewable annually throughout the life of the software.
NOTE: Gold Support is only available during normal Tech Support hours, purchasing a Gold Support Plan does not qualify you for 24x7 Off-Air Emergency support.

Non-Automation product support plan - $299 per year

Gold level support for our non-automation products including Stinger, WaveCart, SkimmerPlus, and Speedy is available for $299 per year.
NOTE: Non-Automation Support is only available during normal Tech Support hours, purchasing a Non-Automation Support Plan does not qualify you for 24x7 Off-Air Emergency support.

Notes:

₁Under 60 minutes is target response time for Platinum TCP, Same-Day response time for Gold TCP, during normal business hours. Internal monitoring ensures that we work closely to achieve these targets.

₂On the rare occasion that all our technicians are busy, we will provide a prompt call-back (domestic US only) - we DO NOT leave you holding in a queue and calls are routed directly to our tech staff at our facility in Eugene, OR. We do not use overseas call centers.

₃Limit of one Prod to Air upgrade per FULL mode license purchased for the duration a Platinum Tech Care Plan is valid. Upgrade is designed to be used for backup or training purposes only.

A La Carte Training & Support - from $199 per incident

Customers requiring telephone support and / or additional training and who do not have a current Tech Care Plan, or who do not have a Platinum Tech Care Plan and need assistance outside of normal business hours, can purchase A La Carte
NOTE: purchasing A La Carte support does not qualify purchaser for free software version upgrades. A La Carte Support is only available during normal Tech Support hours, purchasing an incident does not qualify you for 24x7 Off-Air Emergency support.

Training Sessions

pre-booked training sessions from $99 per hour.
NOTE: purchasing a Training Session does not qualify purchaser for free software version upgrades or 24x7 Off-Air Emergency Support.

Program Log Building - $299

Having trouble building your Program Log; need help with your Scheduled Record Events for Time Shifting; just added a new satellite show or flipped formats and not sure what you need to do in your Program Log?
NOTE: Log Building Support is only available during normal Tech Support hours, purchasing an Log Building services does not qualify you for 24x7 Off-Air Emergency support.

Now, help is at hand from the experts at BSI. We'll spend time helping you create your Program Log ensuring that it is running smoothly and that you understand what's going on!

Our custom Program Log building costs $99 per hour, with a minimum 3-hour booking. Additional hours charged at $99 / hour.

IMPORTANT: Prices published here are per machine for single users. Radio Groups with multiple machines requiring Tech Support Plans for more than one computer and / or users should contact BSI sales for special pricing based on the number of computers and users to support and the level of support required.

IMPORTANT: Prices and services published here were made effective on August 1st 2009. These prices supersede any other support prices either in print or on this website. The services listed on the date of invoice are valid for the duration of your tech care plan. Prices are subject to change at any time.

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