Support Packages

Every new BlackVox Voice Recording System comes complete with a one year Parts and Labor Warranty and a one year Software Support Contract. The Parts and Labor Warranty covers the onsite replacement of any hardware components that should fail under normal use and operating conditions during the first year of operation from date of installation. The Software Support Contract entitles you to receive up to four hours of technical support over the telephone for the first year of operation.

After the first year of operation, you have two options for continued warranty and support, the Annual Extended Warranty and Support Option, and the Annual Software Support Contract. These two options are outlined below.

BlackVox Evergreen Program

The BlackVox Evergreen Program is designed to keep your system up to date so you never have to make the big investment of purchasing a whole new recording system again. The Evergreen Program replaces the computer portion of your recording system with an up to date computer. The upgrade includes the Cabinet, motherboard, CPU, memory if required, power supply, hard drive, and operating system. Systems shipped a few years ago with Windows NT, 266MHz CPU’s, and 64MB of RAM will be upgraded to Windows 2000, 1GHz CPU’s, and 128MB of RAM today.

The cost of an Evergreen Upgrade varies with the type of system package you originally purchased. Contact your distributor or Panda Voice at 888-76PANDA to get a quotation. You don’t need to purchase the whole upgrade in one year. You can purchase points towards an upgrade over two or more years and when you have accumulated 1000 points, we install the upgrade! The points program helps to fit the cost of keeping your system up to date into annual service budgets!

We have also included 333 Evergreen Points in the Annual Extended Warranty and Support Option. This option provides complete peace of mind from large unexpected bills. With this option, the cost of replacing any system components that become defective is covered by the Extended Warranty as well as you receive an Evergreen Upgrade every three years!

Annual Extended Warranty and Support Option

This option provides full peace of mind coverage for your BlackVox system. This option extends the full Parts and Labor Warranty and the Software Support Contract for one year following the purchase of the Annual Extended Warranty and Support Option. This option also includes 333 BlackVox Evergreen Points. When you accumulate 1000 points, you receive a BlackVox System package upgrade. This means every three years your base system package (cabinet, motherboard, CPU, memory if needed, power supply, hard drive, and operating system) will be upgraded to the current release. Systems shipped a few years ago with Windows NT and 266MHz CPU’s will be upgraded to Windows 2000 and 1GHz CPU’s today. Keeping your system up to date with a small investment each year means you won’t need to make the large investment ever again! Check out the BlackVox Evergreen section for more details.

The Parts and Labor Warranty covers the onsite replacement of any hardware components that should fail under normal use and operating conditions during the twelve months following the purchase of this option. If a problem with the BlackVox system is detected it should be reported to Panda Voice through our toll-free number, 888-76PANDA (888-767-2632). When calling the support line after regular business hours in the Eastern Time Zone, inform the operator that the call is urgent and you have a Support Contract and a Support Technician will return your call with in two hours. After dialing into the system, if Panda Voice determines that an on-site visit is required, a technician representing Panda Voice will be on-site to repair the problem within 24 hours.

The Annual Extended Warranty and Support Option also includes an onsite visit from a Panda Voice representative to clean the system components, check the fans are operational, check all the channels are still connected properly, and upgrade the software to the latest release. This visit will take place within the first two months after the purchase of this option. One half hour, during the onsite visit, will be available to provide refresher training.

The Annual Extended Warranty and Support Option also includes the Annual Software Support Contract described below. Pricing for the Annual Extended Warranty and Support Option is based on your system configuration, call your distributor for a quotation.

Annual Software Support Contract

The BlackVox Annual Software Support Contract entitles you to one maintenance update to the latest release of software at the time of purchase and one year of Telephone System Support.

Software Maintenance Update

At the time you purchase the BlackVox Annual Software Support Contract a Panda Voice Support Technician will contact your company to arrange a convenient time to dial in and upgrade your software. The upgrade will require your system to be off-line for a short period of time. Most upgrades can be performed by dial in support, but some upgrades will require an on-site visit. Travel costs only to provide the on-site service will be negotiated and billed separately, the on-site labor is included in the Support Contract.

Telephone System Support

The BlackVox Annual Software Support Contract entitles you to receive up to a total of four hours of technical support through our toll-free number 888-76PANDA (888-767-2632) over a period of twelve months from date of purchase. When calling the support line after regular business hours in the Eastern Time Zone, inform the operator that the call is urgent and you have a Support Contract and a Support Technician will return your call within two hours. To provide full Telephone System Support, which includes dialing into your system using a modem, we require a telephone line to be connected to the BlackVox modem during support. Often a fax line is borrowed for this purpose and the person calling for support should be aware of how to switch the line over to the BlackVox modem.