GuardianCare: 24/7 Protection Program
CineMassive maintains its commitment to excellence by providing a reliable and trusted 24/7 protection program. CineMassive’s GuardianCare 24/7 Protection Program ensures a dedicated support team member is always ready to provide tailored customer service to meet our customers’ critical needs. With GuardianCare, customers can be confident they will have complete protection, full life cycle support, and the resources necessary to resolve any issues. GuardianCare provides both remote and on-site support and includes the following features:
24/7/365 Phone Support
Support Desk personnel are available every day: 7 days a week, 24 hours a day.
Guaranteed Response Times
Customers with GuardianCare receive priority response for support calls and enjoy a guaranteed maximum response time of one to four hours.
CineNet Updates
GuardianCare offers customers free access to software updates within their current major version of CineNet software, allowing them to leverage the latest capabilities of the powerful software platform.
On-Site Support
In the event that an issue is reported to the Support Desk and it is determined that on-site support is required, a CineMassive technician will be dispatched to the customer location to provide specialized on-site support.
Annual Preventative Maintenance Review
Customers who have not used all allocated On-Site Support sessions prior to the anniversary date of their contract may schedule a review of the status, condition and performance of all CineMassive equipment. Any necessary preventative maintenance will be performed and continuation or adjustments to the support coverage will be determined during the review.
Priority Support
GuardianCare customers receive priority support for all CineMassive-manufactured products and basic support for CineMassive-integrated third-party products.
Discounted Service Rates
Additional on-site trips, programming, and maintenance visits outside of the scope of the service agreement will be billed at a lower rate than rates applied to Customers without service agreements.
Discount Software Upgrades
GuardianCare customers enjoy the added value of discounts on all major software upgrades to CineNet. When major CineNet upgrades are deployed, we offer remote training sessions to introduce your team to new functionality within the software.
Warranty Extension
Customers who purchase multiple years on their GuardianCare with their initial system purchase will have an extended warranty period on CineMassive-manufactured products and select third-party hardware equal to the number of years on their service agreement (up to three years).
Priority Access to Service Stock
Customers under GuardianCare will have priority access to the Service Desk’s stock of replacement parts.
