SUPPORT

At Mvix, we believe that complete support is an essential element of customer success and a critical enabler of high system availability, operational efficiency, and continuous business innovation. We are committed to providing a support program that offers high-value and cost-effective options for our customers. Our Premium Support Program provides mission critical support services for complex and enterprise-scale deployments of our solutions.

The Premium Support plan, designed for high-demand projects, provides unlimited-incident worldwide support for all our products. Available at the time of product purchase or within 30-days of purchase, Premium Support plan is offered on a per device basis. Premium Support plans are valid for 12 months.

How does it work?
Once enrolled in the Premium Support Program, each client is assigned a unique account on the Mvix Support Center. This account (accessible via a pre-registered login credentials) provides direct access to premier-level technical support resources within our support center. Clients can login to the support center via this account, open a support ticket and request premium support privileges or call the technical support hotline at 866.310.4923, provide the account email id (registered as a premium account) and request a ticket be opened for premium support.

Defective Products and Cross-shipped Exchanges
One of the many privileges of Mvix Premium Support program is emergency resolution of defective products. Once the product is classified as defective, requiring exchange or service by the Level-2 engineers, an RMA no. is provided via the Support Center (Ticket). A pre-tested, product is shipped out to the client address via 2-day expedited shipping along with a return shipping label for returning the defective device.

A valid credit card is required to activate and maintain cross-shipping privileges on premium accounts. All defective products should be returned within 30-days to Mvix service center via the shipping label provided by Mvix. The credit card will be charged 100% of the purchase price of a new device plus shipping cost if the defective product is not received within 30-days of shipment of new device.