On-Site Service provides on-site repair or replacement of equipment by an Authorized FrameRate Service Representative. Parts and labor costs under this plan are not covered under FrameRate Equipment Limited Warranty but may be covered under an Extended Warranty Plan. Parts replaced during On-Site Service will be replaced at no charge if the Equipment is covered under the original FrameRate Equipment Limited Warranty or Extended Warranty. If the repairs are not covered under the Service Agreement or FrameRate Equipment Limited Warranty, the Customer will be billed for replacement parts and applicable shipping charges. Service is requested in writing. 

Labor charges not covered under FrameRate’s Extended Warranty are billed at the following rates:

1. "Contract Rates" are rates charged for any billable work done on equipment covered under a Service Agreement or Equipment Limited Warranty. Refer to Services Excluded in the Service Agreement or to the Warranty.

2. "Non-Contract Rates" are rates charged for all work done on equipment not covered under a Service Agreement.

3. Minimum On-Site Billable Hours: 2 hours

4. The planned Response Time for on-site service is 48 hours. Refer to Field Response Premiums for expedited service.

5. Rates include travel time to and from the site for distances less than 25 miles. For locally provided service over greater distances, FrameRate charges $1.00 per mile each way for travel compensation. Where FrameRate dispatches a Factory Representative from the home office, travel expenses will apply. Contact FrameRate for a quotation.

Field Response Premiums

FrameRate will make every effort to respond to the Customer’s requirements in a timely manner. Our Planned Response Time is normally within the next two business days. The Customer may request expedited response and will be charged Response Premiums as defined below. If the equipment is covered under an Extended On-Site Warranty Plan, then only the Response Premium will be charged. If FrameRate is unable to respond within the requested time frames, the Customer will be billed only for the actual response provided. The Response Time measurement is made from the time of receipt and acceptance of a signed On-Site Field Service Request Form to the first arrival of an Authorized FrameRate Service Representative. Field Response Premiums are not covered under any initial or extended warranty.

Extended Warranty On-Site Service Plan

Extended Warranty On-Site Service is available on a subscription basis and provides for on-site repair or replacement of equipment during and after the initial FrameRate Equipment Limited Warranty period. Both labor and parts are conditionally covered under this plan. This plan does not include Help Desk Support or the Technology Assurance Program.

1. Price Tier refers to Original Purchase Price of the system and connected peripherals less installation and training charges. Subscription Fees are shown as a percentage of this price.

2. A One Year Plan is available upon expiration of the Equipment Limited Warranty.

3. Equipment covered under this plan is also covered under the Extended Warranty Carry-In Service Plan.