Tech Care Plans

Please click here for a notice about support plan changes.

PLATINUMGoldFREE
24/7 Off-Air Emergency Telephone Support
Page our on-call engineer and receive a rapid response in under 60 minutes1		 Yes No No
Premium Telephone Support
Obtain a prompt telephone response2 normal weekdays between 6am and 6pm Pacific from our own Tech Support staff for all BSI supplied hardware and software. (We do not use third-party or overseas call centers).		 Yes Yes No
Web-Based Support Tickets
to urgent Support Tickets submitted normal weekdays between 6am and 6pm Pacific
60 minute
response1
Same day
response1		 No
Remote Login Support
Free remote PC Login for BSI software related tech support issues		 Yes No No
FREE BSI Software Upgrade Protection
Free upgrades for each purchased BSI software for which a Tech Care Plan applies		 Yes Yes No
System Check & Configuration
In the event of technical issues, we will remotely log in and check your PC and software configuration for any hardware or software purchased through BSI		 Yes No No
BSI User Forum
20,000 tips & tricks available 24/7 or enlist the help of other BSI users		 Yes Yes Yes
Validation Codes
Replacement validation codes for all your purchased versions of BSI applications.		 Yes Yes Yes
BSI Utility & Driver Updates
Free Tested and Certified Updates		 Yes Yes Yes
Covered Products
Get technical support for these products:
  • Op-X
  • Simian
  • SkimmerPlus
  • WaveCart
  • Stringer
  • Simian
  • SkimmerPlus
  • WaveCart
  • Stringer
  • Op-X
  • Simian
  • SkimmerPlus
  • WaveCart
  • Stringer

Off air emergency pages are only accepted with a valid PLATINUM Tech Care Plan in good standing.

PLATINUM Tech Care Plan - $1299 per year

All Simian PRO customers are automatically enrolled in the PLATINUM Technical Care Plan for the first 12 months from date of purchase. Simian LITE customers are automatically enrolled in all Web-based services for the first 30 days from date of purchase. The PLATINUM Tech Care Plan is renewable annually throughout the life of the software.

GOLD Tech Care Plan - $999 per year

Many of the same features of the Platinum Tech Care Plan (does not include 24-hour Off-Air Emergency support, among others, see above chart for more info) for $300 less than the Platinum Tech Care Plan. The Tech Care Plan is optional, and renewable annually throughout the life of the software.
NOTE: Gold Support is only available during normal Tech Support hours, purchasing a Gold Support Plan does not qualify you for 24x7 Off-Air Emergency support.

Non-Automation product support plan - $299 per year

Gold level support for our non-automation products including Stinger, WaveCart, SkimmerPlus, and Speedy is available for $299 per year.
NOTE: Non-Automation Support is only available during normal Tech Support hours, purchasing a Non-Automation Support Plan does not qualify you for 24x7 Off-Air Emergency support.

Notes:

1Under 60 minutes is target response time for Platinum TCP, Same-Day response time for Gold TCP, during normal business hours. Internal monitoring ensures that we work closely to achieve these targets.

2On the rare occasion that all our technicians are busy, we will provide a prompt call-back (domestic US only) - we DO NOT leave you holding in a queue and calls are routed directly to our tech staff at our facility in Eugene, OR. We do not use overseas call centers.

Per Hour Training - $199 per hour

Customers requiring telephone training can purchase per-hour training blocks. Training blocks must be scheduled through the sales department for availability. Tech support/troubleshooting is not offered in training sessions. Contact BSI sales to book a time block.
NOTE: Training is only available during BSI's normal business hours, purchasing an incident does not qualify you for business hour nor 24x7 Off-Air Emergency technical support. Purchased time must be used within 14 days of initial call.

Program Log Building - $398

Having trouble building your Program Log; need help with your Scheduled Record Events for Time Shifting; just added a new satellite show or flipped formats and not sure what you need to do in your Program Log?
NOTE: Log Building Support is only available during normal Tech Support hours, purchasing an Log Building services does not qualify you for 24x7 Off-Air Emergency support.

Now, help is at hand from the experts at BSI. We'll spend time helping you create your Program Log ensuring that it is running smoothly and that you understand what's going on!

Our custom Program Log building costs $199 per hour, with a minimum 2-hour booking. Additional hours charged at $199 / hour. Contact BSI Sales at 541-338-8588 to purchase Program Log Building services.

IMPORTANT: Prices and services published here were made effective on July 1st 2017. These prices supersede any other support prices either in print or on this website. The services listed on the date of invoice are valid for the duration of your tech care plan. Prices are subject to change at any time.

QTY: Plan