What Is Standard Support Vs Express Support Vs Signature 360?
Mvix Support Center provides timely and professional assistance to its customers across the world via two support packages.
Please Note: As of December 31st, 2025, Express Support is no longer available for new accounts.
Standard Support
The first tier of the support packages Mvix offers is standard support. In other words, it is included with the purchase of any Mvix product. It is available for a period of one year from the date of purchase. This option provides technical support via web-based tickets.
Signature 360
The top tier of the support packages Mvix offers is Signature 360. It is the highest possible level of support available for Mvix products. To put it differently, Signature 360 complements and extends existing standard technical support options by providing more focused and more responsive assistance for mission-critical installations. Our Signature 360 plan is offered on a per device basis. Signature 360 agreements are valid for 12 months.
Fees for Signature 360
Signature 360 fees (as quoted) are calculated per device. Therefore, the Signature 360 fee is non-refundable and non-transferrable. Monthly-billed plans require a minimum commitment of 1-year. Notably, it is renewable at the end of the contract end-date. It is important to realize Signature 360 contracts can be canceled at any time. All such cancellations, however, incur an early termination penalty of 50% of the total Signature 360 plan. Discounts are available for larger quantities. So, contact your solutions consultant today for more details.
Personalized Training
Another key feature of Signature 360 is personalized training. Personalized training for Signature 360 contracts is free for two hours of training per account per year. All requests for Signature 360 should be made via the web-based support portal.
Estimated Response Times
Estimated Response Times (SLA) are based on business hours (8:00 am – 5:00 pm EST) and are best estimates and cannot be guaranteed. The response time guarantee only applies for the initial response where the best effort will be made to provide the solution to the issue. The Signature 360 and Instance-based service are offered as a “best efforts” service and without warranty. There is no guarantee that the reported issue will be resolved within the response time specified.
Return Policy
All defective products should be returned within 30-days of issuance of the cross-shipped order. Failure to return the products within this allocated time will result in a credit card charge for the cost of the product. This policy only covers original, unaltered, and unmodified devices and hardware. This warranty does not cover damage caused by accident, improper care, negligence, normal wear, and tear, or the natural breakdown of colors and materials over an extended time and use. This warranty is available for the lifetime of these products.
Under our unique 36-month replacement (“Tech Refresh”) guarantee, we are committed to upgrading and replacing every signage player on your network every 36 months. At no charge to you. Regardless of the condition, we will replace your signage devices with the most up-to-date technology available. To be sure that your digital signage network is never outdated or obsolete. Signature 360 does NOT cover the de-installation of old units and/or installation of new units
Support SLAs Designed for Flexibility and Project Scope
Questions, Corrections: For further questions, or corrections you would like to see made, please contact our Client Success Team
