Service Plans

 

 

 

 

 

PlaneWave Services and Service Programs:

PlaneWave Services bridge the gap between instrumentation that is operating and instruments that are performing. Whether through expert remote-support and troubleshooting, scheduled maintenance visits, training sessions, remote management, or even installation of your equipment and observatory, PlaneWave Services are available to help bolster your team and your time.

Non-subscriber pricing is available, when you need only a little help for matters not related to warranty-support. PlaneWave Service Programs offer a cost saving way of signing up for more, at 25% to more than 30% off of non-subscriber rates.

Programs and Pricing Overview:

 

-          Non-subscriber Rates:

  • $60/incident (30 minute maximum) for remote-support, remote-management, and trouble-shooting services
  • $120/hour for remote training
  • $1200/person/day for on-site services, including travel days (3-day minimum), with customer paying travel-costs (airfare/transportation/room/board) for PlaneWave staff

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Subscriber-10 ($450/year):

  • 10 incidents (30 minute maximum per incident) of off-site support

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Subscriber-25 ($1000/year):

  • 25 incidents (30 minute maximum per incident) of off-site support

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Maintenance Subscriber ($4000/year):

  • Annual maintenance visit (1-day/1-night by one team member, Airfare/Transportation/Room/Board NOT INCLUDED), $3750 value
  • 25 incidents (30 minute maximum per incident) of off-site support
  • Quotes available for pre-paid travel (institutional/government customers only)

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Maintenance Subscriber+ ($7000/year):

  • Two annual maintenance visits (1-day/1-night by one team member, Airfare/Transportation/Room/Board NOT INCLUDED), $7500 value
  • 25 incidents (30 minute maximum per incident) of off-site support
  • Quotes available for pre-paid travel (institutional/government customers only)

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Subscriptions:

  • Subscribers may convert incidents to training time, at a rate of 1-incident to 30-minutes.
  • Subscribers may use one or more annual-maintenance-visit as time toward installation services.
  • Subscriptions remain valid for 12 months from their date of purchase.
  • Subscribers wanting additional incident or training support may renew their subscription as needed, restarting the 12 month term.

 

Terms and Conditions

 

Authorized parties (customer):

  • It is the responsibility of the customer to inform PlaneWave, in writing, of any parties authorized to act on the customer’s behalf, as it would relate to use of subscribed services, interacting with the covered product(s) during remotely-assisted trouble-shooting, and/or authorizing payment for services beyond the scope of the current subscription or for ala carte services. If no other party is authorized, only the registered owner of the product will be able to request and receive support, training, or other benefits available under the subscription. 

PlaneWave Services incident time may go towards Support Incidents, Maintenance Visits, Training and Remote-Management Services

Support Incidents:

  • “Support Incidents” are defined as remote service or support interactions, involving one or more members of the PlaneWave Service Team. A single incident may involve up to 30 minutes of direct-interaction, and/or research and behind-the-scenes troubleshooting. Single support-requests may consume multiple incidents, within subscriptions, or be billed as multiple incidents, when ala carte.
  • Availability and response: PlaneWave will make every reasonable effort to engage customer requests when submitted or during the same business day, but at minimum will respond to incidents by the end of the following business day. Service team members may normally be reached between 9AM and 5PM, Pacific Time, Monday through Friday. After-hours support may be available, but is not guaranteed without pre-scheduling.
  • After-hours incidents, when pre-scheduled, consume subscription incidents at a 1.5X rate and are billed to non-subscribers at 1.5X the ala carte rate.
  • Emergency after-hours incidents (not pre-scheduled) consume subscription incidents at a 2X rate and are billed to non-subscribers at 2X the ala carte rate.
  • Warranty-related troubleshooting and remote-support will not consume subscription incidents and will not be billed as ala carte incidents to non-subscribers. If an issue is initially considered non-warranty, but is later confirmed to be a matter covered under warranty, any previously consumed or billed incidents will be credited to subscribers or refunded to non-subscribers.

 

Maintenance Visits:

  • “Maintenance Visits” are defined as pre-scheduled, on-site services involving one member of the PlaneWave Services Team, lasting up to two-nights and the intervening day. The system’s optics will be cleaned and collimated, and mechanics/electronics will be checked as needed.
  • Availability and response: PlaneWave will make every reasonable effort to accommodate your schedule. However, up to 30 days from the date of the request must be allowed for scheduling of a maintenance-visit. Furthermore, narrow date-ranges of access, that you may require, may necessitate potentially longer scheduling.
  • Time onsite: The time spent by PlaneWave staff at your facility will depend upon the complexity and extent of maintenance to be provided. As it relates to service-programs, maintenance-visits will not cover more than 12 hours onsite during one visit, divided as necessary between the one-day and one-night. In some instances, and to be discussed by PlaneWave prior to scheduling the visit, the extent and complexity of the maintenance your system requires may necessitate the purchase or consumption additional onsite service time.
  • The cost of replacement parts are not included under any service program, but under the product’s standard or extended warranties. The cost of parts not covered by the product’s standard or extended warranty will be charged accordingly.
  • The cost of travel (Airfare/Transportation/Room/Board) for PlaneWave staff is not included in the service programs. These costs will be invoiced separately.
  • Emergency Visits: The annual maintenance visit(s) included in some subscriptions may, if not already consumed, be used toward an emergency repair visit, under the following conditions:

- Rush fees will apply if your request results in PlaneWave staff necessarily rescheduling with another client

 

Training:

PlaneWave Services Training time may go towards the following:

  • Remote, “hands-on” walkthroughs of system setup and use of PlaneWave (and some third-party) software… whether for your first time, your staff’s first time, or a refresher
  • One-on-one image-capture tutorials, crafted with your equipment and goals in mind
  • Post-processing lessons within several powerful applications, using your data
  • Training on other subjects and topics may be available upon request

PlaneWave Services Training services are offered on a scheduled, as-available basis. Due to the nature of the work, there will be a maximum number of subscribers allowed these services at any one time. At times, ala carte services of this nature will not be available.

 

Remote-Management Services and Management-Incidents:

  • PlaneWave Services Remote-Management makes night-to-night checks of your robotic observatory our responsibility. Be sure that you and your users are getting the data your scheduled runs should deliver, and that we’re working on a solution if you are not.
  • Dedicated observer-assistance is available, on a scheduled basis, for critical observing sessions or mission-critical outreach events.
  • For systems not installed by PlaneWave or not installed with the intent of remote-management, remote onboarding services (billed as remote-management services, above) or onboarding visits may be required (billed as on-site services, above). Onboarding will allow recommendations and implementation of changes to existing equipment and software necessary for our remote-management of the observatory.
  • Remote-Management Services are offered on a scheduled, as-available basis. Due to the nature of the work, there will be a maximum number of subscribers allowed these services at any one time. In an effort to not overbook, PlaneWave will not onboard subscribers to these services until there is space within the schedule. At times, ala carte services of this nature will not be available.
  • Remote-Management Services are billed by Management-Incidents, as follows:
  • Passive monitoring – Each 2-hour block of passive monitoring consumes 1-incident of off-site support.
  • Active management – The first event requiring active management consumes an additional incident of off-site support, up to 30 minutes of direct engagement. Should the first event require less than 30 minutes of engagement, additional events that night are included in the incident, up to the maximum of 30 minutes per incident. Beyond each 30 minute maximum, another incident is billed.

 

Installation:

PlaneWave Services is pleased to offer installation for any PlaneWave system, as well as equipment from a long list of trusted, third-party manufacturers, including:

  • Scientific cameras
  • Prefabricated domes and roll-off-roof observatories
  • Solar-telescopes
  • Color, photometric, and narrow-band filters
  • Spectrographs and spectrometers

-         Pre-installation consulting services are available, including:

  • Observatory design and planning
  • Equipment recommendation and selection based upon your observational needs
  • Local contractor selection
  • Contractor guidance, specific to concepts and practices unique to observatory construction

Due to the potential complexity of many installation scenarios, discussion will be necessary before an estimate or quote can be offered.

In some instances, PlaneWave may request a pre-installation visit (billed as on-site services, above) in order to ascertain existing conditions of the land, facilities, and/or equipment before offering a firm quote. While this is not required, the alternative will be agreement on an estimate, which may not include the costs of all parts and labor necessary to complete the installation, and where additional charges may be required.

To ensure the best timing of delivery, installation, and commissioning, it is important to discuss installation services while or prior to placing your PlaneWave system order.

 

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