Sony Professional Services Division

Protection And Peace Of Mind Boost Your Business Confidence With PSD Support

1) Software/Firmware And Hardware Updates 2) Advance Parts Exchange 3) Routine Maintenance – Workshop Or Onsite 4) Parts/Spares Held For Your Equipment 5) Fixed Maintenance Costs 6) Training Protection And Peace Of Mind

Software/Firmware And Hardware Updates # Keeps Your Equipment Current And Potentially Bug Free # Reduces Problems Caused By Miss-Match Of Software # Ensures You Have The Latest Features # Ensures Compatibility With Latest Equipment Protection And Peace Of Mind

Advance Parts Exchange # Key Printed Circuit Boards And Mechanical Parts Held # Parts Held Are Determined By The Equipment Covered # Parts Dispatched Over Night/Priority Within Australia And New Zealand # Reduces Down Time Protection And Peace Of Mind

Routine Maintenance & Service Repairs # Scheduled System Routine Maintenance Onsite # Scheduled Workshop Routine Maintenance For Box Products # Onsite Service Repairs (Limited Locations) # Workshop Service Repairs Protection And Peace Of Mind

Parts/Spares Held For Your Equipment # Improves Repair Turn Around Time # Reduces Your Down Time # Improves Your Product Efficiency # Greater Customer Satisfaction Protection And Peace Of Mind

Fixed Cost Of Ownership/Maintenance Costs # Agreement Is Structured To Meet Your Demands # Annual Premium Covers Your Equipment Service And Support Requirements, Determined By Your Demands # One Premium, No Hidden Or Additional Costs Protection And Peace Of Mind

Training # Operational And Engineering Training # One Off Training Or Repeated Training # Keeps All Users Up To Date Protection And Peace Of Mind

Boost Your Business Confidence With PSD Support 1) Support Dedicated Mailbox Monitored Monday To Friday 2) Telephone Support Dedicated Support Line Available Monday To Friday 3) Web Support Upload Clips And Log Files For Investigation

What Equipment Can Be Covered 1) VTR’s 2) Cameras And Camera Chains 3) Monitors & Projectors 4) Switchers & Routers 5) Data Storage

Types Of Support Agreements This Is Determined By Service Level, but can also cover 1) Software Only 2) Labour Only 3) Advance Parts Exchange Only 4) Advance Parts Exchange & Costs 5) Combination Of Above

No ContractLevel 1Level 2Level 3Level 4Level 5 ServiceService Level Knowledge Base/Forum Excluded YES Helpdesk (hours of availability) Excluded Business Hrs Call back (response time) Best efforts1 Day4 Hours 2 Hours On-Site Repair Reaction timeExcluded 2 Working Days1 Working Day 1 Day Labour and travel costs Excluded Labour OnlyIncluded Parts cost Excluded Included Advance Parts Exchange Excluded Included + CostIncluded Back-Up Unit (Dedicated/If Available) Excluded If AvailableDedicated Carry-in Repair Turn Around Time Best efforts 5 Working Days3 Working Days2 Working Days Parts & Labour cost (year 1)Included Parts & Labour cost (year 2+)ExcludedLabour onlyLabour OnlyIncluded Consumable partsExcluded Included Logistics/Courier CostsExcluded Included Software Updates DownloadMaintenanceExcludedIncluded Minor versionExcludedIncluded Major versionExcluded Included Install Excluded Included Remote Monitoring Excluded Included Routine Maintenance Remote (per year)Excluded Included On-Site (per year)Excluded Labour OnlyIncluded Account Management Active Status UpdatesExcluded Included ReportingExcluded Included Performance Review (per year)Excluded Included Training MaintenanceOn Request Included Operational On Request Included Service Levels

Who Have Support Agreements 1) Network Seven, Nine And Ten 2) SBS Television 3) Melbourne Metropolitan Fire Brigade 4) Melbourne Cricket Club 5) Australia Post Office 6) Department Of Planning And Community Development 7) Fox Sports 8) Foxtel 9) Animal Logic Post Production

Protection And Peace Of Mind Boost Your Business Confidence Sony Professional Services Division For Helping You

Riki Martin:(02) Andre Richter: (02) Contacts