directResponse Maintenance Remote Care
& Support Services
OneVision Solutions is dedicated to the ongoing service, support and training of its clients. Through the directResponse Maintenance program, OneVision Solutions supports thousands of endpoints, bridges, gatekeepers and associated devices around the world. While On-Site Care is available, most clients choose Remote Care for their service and support. Key components of directResponse Maintenance
Help Desk
Staffed by manufacturer-trained technicians, the OneVision Solutions help desk is set up to offer Level 1 on all products and Level 2 support on select products. The help desk can be reached via phone or email for prompt attention to your user questions, trouble call reporting, usage or maintenance assistance issue. A technical service representative will request the customer name, serial number and description of the problem for our trouble call tracking and database software. OneVision Solutions follows problem resolution and escalation procedures, continuing to track and manage resolution on the call ticket until the trouble has been fixed, tested and resolved.
To expedite the OneVision Solutions diagnosis of the problem, the customer will be required to assist the engineer by performing non-technical isolation procedure as directed the engineer (e.g., power cycling components, provide remote access). In cases where higher level support is required, OneVision Solutions will coordinate with the appropriate manufacturer for advanced troubleshooting.
Firmware Updates
The OneVision Solutions Help Desk provides client assistance to keep up-to-date firmware on all video devices. This includes generating release keys and remote assistance upgrading systems. Many manufacturers require valid support contracts for the latest firmware.
Training
Customers are encouraged to get the most out of their videoconferencing investment. The OneVision Solutions Help Desk is available for questions and training. Call or email the Help Desk to set up an appointment for user or administrator training over video or webconference.
Warranty Support
OneVision Solutions will remotely assist the customer in determining the defective part to be replaced for any product covered under OneVision SolutionsdirectResponse MaintenanceRemote Care and coordinate with the appropriate manufacturer. Replacement parts for customer locations within the continental United States are shipped priority overnight for delivery on the next business day (or, if outside the continental 48 United States, the third business day) following OneVision Solutions diagnosis of the failure. In the case of parts for monitors or carts, parts are shipped for delivery on the third business day (or, if outside the continental 48 United States, the fifth business day). (A business day ends at 4:00PM local time, Monday through Friday excluding OneVision Solutions holidays.) Each replacement part will be equivalent in functionality and feature set to the part that it replaces.
For Remote Care clients, OneVision Solutions will remotely support the replacement part installation. Customer is responsible for returning the defective part to the appropriate or to OneVision Solutions as specified in the RMA documents. Customer may be invoiced for any materials not returned as specified. For On Site Care clients, a OneVision Solutions Field Engineer will directly handle installation as well as packaging and addressing of the failed part for return.
directResponse Maintenance ON SITE CARE
The directResponse Maintenance On Site Care includes all services and processes described above for covered products plus the following services:
On-Site Field Engineer (for part replacement)
1. If telephone Help Desk troubleshooting and isolation procedures per the OneVision Solutions Service Escalation Procedure do not resolve the problem, the OneVision Solutions Help Desk will dispatch a Field Engineer for replacement of suspected failed parts on the products. This service is on-site at the customer location on the best effort next business day following OneVision Solutions diagnosis of the problem.
2. If on-site replacement does not resolve the suspected trouble issue, OneVision Solutions will remain on-site at no additional charge to further isolate and resolve the problem if a product is still suspected as its source. If OneVision Solutions determines that no product is the source of the trouble issue, the OneVision Solutions Field Engineer may stay on-site to assist other vendors, network carriers or in-house wiring personnel at the Time and Materials rates set forth below.
3. Best effort next day on-site services, guaranteed two business day services are available through the continental 48 United States. International support requires a custom service quotation from OneVision Solutions Technical Services.
4. Annual fee includes OneVision Solutions travel expenses within the continental 48 United States. Travel outside the continental 48 United States will entail additional charges, as advised by OneVision Solutions Technical Services.
Clients receive a comprehensive user and administrative training on how to use the videoconferencing, audiovisual and/or networked solutions after a complete and successful installation. Ongoing training classes, both remote and onsite can be performed. Some factors that may help determine the level and types of training are as follows:
• Type of equipment
• Whether the session is remote or onsite
• Number of participants
Training During Installation:
Every videoconferencing installation includes a comprehensive knowledge transfer of how to correctly use and manage the systems. OneVision Solutions believes the more customers understand and use the systems, the more successful the implementation becomes. OneVision Solutions will also help organizations think of new and innovative ways to use the technology in their environment so they can help maximize their investment.
On Going Training:
OneVision Solutions will provide end user and administrative training at the client’s request. Throughout the solutions development cycle, we will work with our partners and manufactures to help match up the correct training courses needed to meet the specific requirements of each individual customer.
OneVision Solutions helps our customers improve the deployment
of each installation by addressing some key points for a successful implementation:
• Understanding the Room and Equipment
• Benefits and Applications
• Scheduling a Conference
• Operating Procedures
• Video Conferencing Tips
• Current Video Conferencing Applications
• Scheduling Conferences
• Call Set Up
• Basic Trouble Shooting Procedures
• Best Practices
Training over Video:
OneVision Solutions provides FREE unlimited inbound end user video training with a valid directResponse Maintenance Contract.
Please contact OneVision Solutions for
more information about training!
Future-proof your technology investment
When people evaluate new technology, they often ask themselves the obvious question: What
do I buy? But so often, they overlook an equally important question: How should I buy?
There are three ways you can choose to pay for your new technology, two of which you are
very familiar with – buying or leasing. And while both are legitimate options, OneVision Solutions’ Partners offer a third option that could prevent you from finding
yourself surrounded by obsolete technology. OneVision Solutions will work with multiple leasing companies to find the best deal for our clients.
“How to buy?” food for thought
• Think about protecting your company’s line of credit. Taking a loan from a lending institution will tap into your line of credit that you may need further down the road for something unanticipated.
• Keeping the purchase off your balance sheet. Under the FASB 13 rules, certain programs will qualify for off-balance sheet financing and provide some financial benefits to your organization.
• Possible tax benefits. Many programs will provide you with tax benefits. SHIELD is treated as an operating expense, and is fully tax deductible.
• Capital expense vs. operating expense – do you really want a quickly depreciating asset as a capital expense?
• The time/value of money and the Rule of 72. Consider how spending your company’s capital on equipment today could actually cost you money by not getting a return. Instead, think about investing it on an appreciating asset.
Buying
First option, buying your new technology. That means paying cash or getting a loan and
making payments to your lender. Buying may seem to make sense. After all, you then own
your equipment, plain and simple. But what do you really own? Technology depreciates very
quickly; that may not be the best investment you can make. In fact, wise investors will tell you
to buy only that which appreciates and rent or lease everything else.
In addition, a loan cuts into your credit line, and you may need those funds in the future.
Remember, money in hand today is worth more than tomorrow. Also consider that ownership
offers practically no benefit when it comes time for replacement. Based on the Rule of 72,
investing your capital into your business instead will bring better returns on your money.
The Rule of 72 states that if you invest or recycle your capital back into your business, you will
not only see a return but also reveal the hidden benefit of renting. Here’s how it works: simply
take your corporate rate of return and divide it into 72. The answer is how long it will take to
double your money. Therefore, assuming a 15% rate of return and dividing that into 72, you will
double your money every 4.8 years. So you see, although buying technology gives you ownership, it may not be the most economical means of acquisition.
The SHIELD Program
So if buying is a waste of money and leasing is an endless trap, what other option is there? This
third option is the answer to the question, “How should I buy?” The SHIELD program is a truly unique method of acquisition designed to incorporate the best aspects of renting and leasing.
With SHIELD, you choose the equipment that’s right for your business today. But should that
equipment become obsolete for any reason – your business grows, your needs change, whatever – you can replace your system once you reach the midpoint of the contract term, no questions asked. Your contract will be forgiven and a new one will be issued – period – no balance to rollover, no recast, no hidden fees, no penalties, no kidding!
The monthly cost of SHIELD is not necessarily for eventual ownership; it is simply a “right to
use” fee. OneVision Solutions’ Partner will absorb all of the risk of ownership, not you.
The best part is that if you do keep your equipment for the duration of the contract, then you are
in a position to make a number of choices at the end: keep it, return it, or replace it. With SHIELD, your equipment qualifies for off-balance-sheet financing as well as tax-deductible payments. It allows you to save your cash, protect your lines of credit, and – most importantly – gives you the flexibility to adapt to changes in your business climate by not handcuffing you to equipment that no longer meets your needs.
Which Method is Right for You? Only you can answer that question. We encourage you to explore all of your options before
settling on one. When you decide on what to buy, ask your sales representative about how to
buy. Ask them about the SHIELD program. They can provide you with some comparative
information in the form of a net present value comparative analysis, which is a great tool that
shows comparisons of different acquisition methods side by side. For more information, contact OneVision Solutions!
Leasing
The second familiar option is leasing. Basically, you sign a contract that sets up payments with
different choices at the conclusion of the contract term, and it does offer a few benefits.The $1 Out Lease allows you to purchase the equipment at the conclusion of the contract for one dollar, but it does not qualify as an off-balance sheet item (the advantage to “off balance sheet” treatment is that the obligation is not recorded as a liability on your balance sheet, but rather, the monthly payment is expensed as “paid”).
Traditional leasing is geared towards eventual ownership, thus giving you all the responsibility of
the equipment. Another concern is that you are not protected from changing business needs.
Plus, leasing has time limitations, burdensome rollover balances, and other restrictive elements.
In truth, leasing is a viable option for some, but it offers no flexibility if your technology needs
change. It will most likely leave you stuck with a balloon payment that has to be rolled over into a new agreement or paid off.
The following are elements found in typical Consulting & Design contracts.
Use these descriptions as a guide in determining what services fit your requirements.
SCOPE MEETING This initial meeting, with you and your agents, acquaints all of the parties involved and establishes a dialog covering the overall scope of the requirements. These discussions develop a basic understanding of your functional requirements, as well as your operational expectations.
The discovery process brings to light any special considerations, construction practices or union requirements that must be addressed and any impediments or limitations that would restrict the overall design. Your budget allocations should be discussed at this meeting, and a framework for proceeding adopted.
This framework is flexible and should be crafted to fit your needs and comfort level. At one end of the scale, we offer a Time & Materials contract that includes an initial Retainer (to retain our services) and hourly rates for work, to be billed as it is expended. If you are just getting your feet wet and want to explore your options, perhaps this pay-as-you-go plan is best. At the other end of the scale is a contract for the entire project. For those in the middle, we offer a step-by-step approach: a contract for an initial, limited scope of work with optional follow-on packages for subsequent stages of the project. You may chose any or all of the services outlined below. When you have decided, we will prepare a formal proposal listing the scope of work to be performed under the contract, our fee(s) and all deliverables.
PRELIMINARY DESIGN Working with you, our team establishes the fundamental concepts and components of the overall design. We discuss these criteria with your Architect, and/or any other professional agencies you retain, to coordinate the physical requirements of the design. At this stage, the physical spaces required to implement the design are defined and any special structural, functional, or construction requirements considered. In addition, aesthetic concerns, lighting schemes and acoustical considerations are addressed. At the completion of this stage, any preliminary sketches, capabilities lists, and budget requirements are formulated for submission.
DELIVERABLES: • Preliminary Programming Statement, and/or an Executive Summary.
• Preliminary implementation budgets for each system.
• Revised Budget for Remaining Consulting & Design (if required).
• Acoustic recommendations.
• Lighting criteria and control recommendations.
INITIAL DESIGN REVIEW The purpose of this meeting is to make sure everyone is on the same track. All parties review the documents generated during the preliminary design stage and identify any desired revisions or areas of special concern. Any concerns that arise are addressed, and suggested changes evaluated. Adjustments deemed desirable are incorporated during the next stage.
CONTINUING DESIGN Essentially, this stage is a refining of the preliminary design. It incorporates the information gleaned from the initial design review, and any subsequent modifications necessary to accommodate new architectural constraints, or changes you request. This process may take several iterations. The goal is to achieve an integrated, coherent design that meets all of your expectations, and provides an effective and friendly environment for your conferences and presentations.
DELIVERABLES: Final Programming Statement, or updated Executive Summary
Final implementation budget estimates for each system
FINAL DESIGN REVIEW At this meeting, all previous revisions are discussed and any applicable options adopted or deleted. Upon acceptance of the final design proposal, the construction phase may begin.
CONSTRUCTION DRAWINGS During this phase, all shop or fabrication drawings are prepared. These drawings, and all supporting information, are furnished to the Architect/Design Firm for use in producing the construction drawings. In addition to providing support to the Architect/Designer, we will also confer with your other agents to provide them with information specific to their disciplines.
DELIVERABLES: • Acoustic requirements
• Lighting layout and control requirements
• Empty signal conduit requirements
• Conduit Riser drawings
• Power requirements, indicating locations and loads
• Cut-sheet submittals for architectural elements, as necessary
Network Readiness Assessment (NRA)
Network Assessments are Essential to Video Deployment:
OneVision Solutions knows that IP-based video conferencing is a growing and powerful means of communication. A successful VTC (Video-TeleConferencing) deployment is dependent on how well your network operates. We need to verify that our customers are utilizing an optimum network configuration for IP-based video. Low bandwidth capacity, bottlenecks in the network, firewalls or inappropriate network design can compromise mission critical applications and negatively impact your video deployment. OneVision Solutions can help investigate the performance issues you may be experiencing that are bringing down a VTC deployment. We will work with your team to ensure your network is performing at its peak performance.
Program Highlights:
OneVision Solutions’ team will help you with your network infrastructure in depth by understanding that our customers may have a mixed network environment. We understand that one size does not fit all and there may be different VTC manufactures with different applications in your network. Our team will quickly identify both strong and weak network areas as well as make recommendations that will ensure the network is properly configured and equipped to support high quality video.
We look for:
Bandwidth utilization
Endpoint quality and software level
Network design
Jitter as well Packet Loss
Transmission Errors
Added Services available:
Training VTC users by working through issues in a timely manner
An ISDN to IP transition plan
Installing new equipment, upgrading an existing network or planning for an entirely new video conferencing network
Network readiness assessments provide organizations with a comprehensive and detailed report of its networks capability for the carriage of RTP based IP communications, such as IP Telephony, Videoconferencing and Video Streaming. The NRA report illustrates those areas of a network that are not sufficient for the carriage of RTP communications, and makes recommendations to enable these areas. The NRA takes account of:
• Identification of Areas of Bandwidth contention
• Capture of Average and Peak Bandwidth utilisation over an agreed timeframe
• Audit of Router hardware / software for QoS support (including backplane throughput, processing capabilities and interface buffers)
• Identification of Security Policies affecting real time traffic
• Identification of Security Devices affecting real time traffic
• Identification of existing QoS policies in the LAN and WAN
• Production of a Report detailing the findings above, and provision of recommendations to enable network support of Real Time Traffic
All Network Readiness assessments are undertaken by experienced networking professionals, with extensive experience in the design and implementation of IP networks for video and voice applications.
Network Consultation, Design and Implementation (NCDI)
Network consultation and design provides a ‘from the ground up’ service to design, build and implement a unified communications capable IP network, with support for layered services such as IP Telephony, Videoconferencing, Video Streaming, time critical data and non-time critical data. The design service incorporates:
• Physical and logical design documents
• Topological diagrams
• Full configuration scripting
• Pre-stage build and test
• Customer Acceptance Testing schedules
All OneVision Solutions Audio Visuals Network consultants have extensive experience in the design and implementation of IP networks for video and voice applications.
Each year, the U.S. Federal government awards millions of dollars in grant funding to schools, first responders, healthcare organizations and other public entities for the purchase of new technologies, such as visual communication solutions, to improve and maintain the performance of public and community services.
From consultations on available funding sources to grant application assistance, TANDBERG's highly qualified Grant Services team has extensive experience helping public entities secure funding for visual communication solutions that support vital community programs.
HEALTHCARE AND EDUCATION
E-rate
Today, America's K-12 entities are constantly plagued with diminishing resources and shrinking budgets. Schools are challenged with obtaining the necessary technology to keep up with today's rising standards of child education and development. Through the E-rate Program, the Schools & Libraries Division (SLD) of the Universal Service Administration Company (USAC) provides schools and libraries with discounts for advanced telecommunications technology and internet access.
See how TANDBERG's Grant Services has helped a small, rural school district in Alabama leverage E-rate funding to develop an interactive distance learning environment that brings the world to the classroom. Rural Utilities Services (RUS)
Advanced telecommunications services have become vital to the economic development, education and healthcare of rural Americans. The Rural Utilities Service's (RUS) Distance Learning and Telemedicine (DLT) Program is specifically designed to meet the educational and healthcare needs of rural America through the use of advanced telecommunications technologies.
See how TANDBERG's Grant Services has helped the State of Arkansas receive a RUS grant to develop a video healthcare network to keep pregnant mothers safe and healthy.
PUBLIC SAFETY In a crisis situation, a first responder's initial actions and the dissemination of accurate information is vital. Real-time, interactive communications tools deliver tremendous value by improving coordination and information sharing, early warning, threat analysis and crisis site training.
• Assistance to Firefighters Grant (AFG)
• Fire prevention & Safety (FPS)
• State Homeland Security Funding
A well-designed Boardroom features the seamless integration of:
• Audio Equipment
• Video Equipment
• Cameras
• Projectors
• Display Devices
• Digital Whiteboards
• Recording Systems
• Microphones
• Speakers
• Control Systems
In conjunction with the
• Room Décor
• Lighting
• Acoustics
• Customization
Since every boardroom is different, OneVision Solutions
provides a highly
customized solution for each boardroom,
taking into account: • Ease of use, since the attendees may not be tech savvy
• Camera coverage ensuring visibility of all attendees
• Hi-quality legibility, visibility and audibility of subject discussion
• Minimal ambient noise
• Physical comfort
• Avoidance of ‘crow’s nest of wires’
• Future expandability and upgradeability
Expertise and Support OneVision Solutions is your complete one-stop shop for Boardroom Integration, featuring the most innovative technology solutions to setup state-of-the-art Boardrooms and Conference Rooms – for training, presentations or general discussions. Our experts personally supervise the implementation of all Boardroom projects from concept to completion, followed by regular maintenance and support. OneVision Solutions also offers training on the basics of Video Conferencing and Boardroom etiquette.
Twenty-two years of painstaking effort have fine-tuned our expertise to a level that few others have dared to emulate. Our list of reference letters stands testimony to this claim.
CUSTOMIZED solutions and
complete equipment integration for: • Small Conference Rooms
• Large Conference Rooms
• Meeting Rooms
• Executive Boardrooms
• Courtrooms
• Classrooms
• Auditoriums
• Lecture Halls
• Telepresence – The Ultimate Meeting Experience
Telepresence is the relatively new phenomenon of video communications that envelops the participants in a luxurious, comfortable meeting environment where the technology is transparent and the high definition video clarity is so sharp that the far end participants appear to be just across the table, even though they may be physically present across the world. The eye-to-eye contact is amazingly real, and the spatial audio causes heads to turn, almost unconsciously, to face the speaker.
As organizations become more diverse in business applications, acquisitions and mergers become more commonplace and multi-national workforces become the standard, decision makers are looking for ways to make communicating among their knowledge workers effortless. Gone are the days of extended travel, waiting in long airport security lines, travel delays, inflated travel budgets and lost productivity. Telepresence is the ultimate meeting experience for executives in any organization, linking sites across the globe.
Extraordinary audio and video quality in a telepresence setting: You’ll see every detail from the far end on large-as-life video displays and experience spatial audio from the combination directional ceiling microphones and stereo speakers
Complete interoperability with other video communications solutions: Multiple participants can join a call from rooms with high definition as well as traditional, standard definition, video conferencing systems.
Transparent technology for a more comfortable meeting environment: Cameras, microphones, speakers, remote controls and other technology are removed from the user’s view so there are absolutely no distractions. The result is an uncluttered, welcoming immersive room in which to have a productive meeting.
Large format, seamless visual displays: Video participants are shown in high definition, true-life dimensions on multiple, seamless displays at the front of the room, along with furnishings, studio lighting, acoustic cloud and walls – creating a true room-within-a-room.
Multiple, flexible configurations to suit your application: Standardize on a design and build a room that fits your facility and applications. Optional peripherals and customization offer expanded flexibility
Benefits of Telepresence • Executives, Boards of Directors and subject matter experts use their time in meetings more effectively because their focus is on the discussion at hand, not the technology
• Productivity is increased because workers spend more time working and less time traveling
• Business relationships develop and become more solid through continual, face-to-face telepresence communications
• Sharing of ideas across distances is enhanced through content sharing and collaboration in conjunction with a real-life video presence
• Limited financial and human resources that were spent on travel can be channelled into more productive efforts that will promote the value of the organization
• Video communications has become an acceptable, productive means to connect with dispersed team members and actually encourages more frequent collaboration
• Project teams experience accelerated decision making and reduced time to market with new products
• The quality of life for an organizations most valuable resource, its people, is preserved and results in greater employee retention
