Flex Plan Maintenance Agreement FAQs

 

  • Can the Flex Plan be used on a project that was not installed by Herman?

    Yes.

  • Does the Flex Plan cover residential work?

    At this time, we do not offer coverage on residential AV systems.

  • How are the blocks of hours purchased?

    An Integrator can prepay for 100, 250, or 500-hour blocks.

  • How is Flex Plan maintenance tracked and invoiced?

    Flex Plan agreements are invoiced and paid for upfront. Herman will track maintenance hours through our internal software and will provide quarterly reports to show time used.

  • Do maintenance hours purchased rollover?

    If you purchase another Flex Plan Maintenance Agreement, your hours can rollover to the following agreement year. For instance, if you purchased a Flex Plan agreement for 100 hours and you have 25 hours left at the end of your agreement period, those hours will rollover as long as you purchase another Flex Plan. This will provide you a total of 125 hours to use during the second year.

  • What happens if you go over your Flex Plan block of hours?

    You can choose to be billed directly for overage hours, or you can purchase an additional block of hours.

  • What if a miscellaneous materials or cable are needed on the maintenance call?

    The tech will purchase any necessary items for the maintenance call and the cost will be deducted from the balance of hours available under your plan.

  • What if a piece of equipment is inoperable or not in working order?

    The service manager will work with you to create and RMA for products under the manufacturer’s warranty and a return trip will be scheduled on the RMA piece once it has been returned to the site. If the product is outside of the warranty period, it will be the responsibility of the integrator to order a replacement part. Once the replacement part is on site, a return trip to install the part will be scheduled.

  • How is travel handled?

    If you are purchasing a plan for an area where we DO have local support, you are given a 48-hour SLA, and there is no travel associated with the call. If you are purchasing a plan in an area where Herman does NOT have a local tech available, any associated travel charges will be taken from the balance of hours on your plan. All travel costs will be stated prior to a maintenance call being dispatched.

 

Prime Maintenance Agreement FAQs

 

  • Can the Prime Plan be used on a project that was not installed by Herman?

    Yes.

  • Does the Prime Plan cover residential work?

    At this time, we do not offer coverage on residential AV systems.

  • How is the Prime Plan maintenance tracked and invoiced?

    All Prime Plans are invoiced and paid for upfront. Herman will send field reports after every maintenance call or health check for your information.

  • How does an integrator schedule preventative maintenance visits for an end-user?

    A schedule should be set up with the service manager ahead of time and the integrator will coordinate dates with the end-user.

  • What if a miscellaneous materials or cable are needed on the maintenance call?

    The tech will purchase any necessary items for the call and the cost will be billed separately.

  • What if a piece of equipment is inoperable or not in working order?

    The service manager will work with you to create and RMA for products under the manufacturer’s warranty and a return trip will be scheduled on the RMA piece once it has been returned to the site. If the product is outside of the warranty period, it will be the responsibility of the integrator to order a replacement part. Once the replacement part is on site, a return trip to install the part will be scheduled.