Do you need your technology to work for you, not against you? Do you want the power of the latest creative technology, but you don’t really want to know it’s there? This is what we call Invisible Technology, and it’s at the heart of your Performance Plan.

If your technology isn’t performing to its full potential then you’re not performing to your full potential either. Whether it’s just you and your workstation or a full studio infrastructure, we’ve been there and we know how important it is to keep your systems running smoothly. Every hour you spend fixing problems or updating software is an hour that you’re not producing the creative output that makes you a living.

A Performance Plan gives you the confidence that comes from having a team of skilled professionals looking after your technology without you having to give it a second thought. We’re here to look after your systems in good times and bad. With the right package, you can ensure that we’re not just responding in a crisis, but constantly monitoring and maintaining your technology infrastructure and ensuring that you realise every penny of the investment you made in it.

Remote Service

As time and technology have progressed, remote assistance has become a realistic proposition for more and more scenarios. In the past, telephone support was a first line of defence but, more often than not, resulted in a site visit to resolve issues. With the advent of much faster internet connections and improved diagnostic software, we are now able to address many more support and even installation requirements without leaving our workshop.

We have at least one dedicated remote service consultant available every day during regular office hours and our consulting team are in constant contact with each other to ensure that your case is handled effectively. We employ a case management system that ensures we have a record of all ongoing and historic support cases. We have an advanced remote control system that allows us to log on to your computer system and carry out all sorts of work. We’ve even installed software while our clients are at lunch!

Remote Service Hours

Your plan includes a number of remote service hours, to be used throughout the course of your Plan Year. We track all the time we spend working for you remotely.

Field Service

We can’t do everything remotely – the Yellow Technology Studiobot™ is still under development!

Sometimes you just need us there – to install new hardware, to investigate more complex issues, to implement new wiring systems. We know that you can’t tell in advance why you’ll need us or for how long, so we have a very flexible system that will work around your requirements.

You don’t know when you’ll need us and for how long so, rather than having a number of fixed-length visits, we allow you to choose how many times we will come out to you each year and a total number of consultant-hours (one consultant for one hour). So if you have two visits and ten hours, you could have one visit with two consultants for five hours or two visits with one consultant for five hours each, or any other combination.

Field Service VISITS

Your plan includes a number of field service consultant visits that you can call off during the course of your Plan Year. You will use one for each consultant visit, so if two consultants visit on one occasion, that’s two visits.

Field Service HOURS

Your plan includes a number of field service consultanthours that you can call off during the course of your Plan Year. They can be used for whatever you like.

System Maintenance

System maintenance is a service designed as a pro-active measure to keep your systems in peak condition and to catch potential issues before they become critical.

We arrange your system maintenance once a year, during which we will carry out preventative maintenance, updates and tests on your systems to ensure they are functioning at their optimum level. We follow up with a report of the work we’ve carried out, along with any suggestions for further action to be taken.

Maintenance Level

When you start your plan, we’ll agree a Maintenance Level with you. This number indicates how many consultant-days (one consultant for six hours) will be required to complete your maintenance procedure. If you have multiple systems, for example, you would need a higher maintenance level.

VIP Benefits

As a Performance Plan client, we offer you a package of additional benefits that are available to you while you have an active plan with us.

Service Discount

Most of our Base Plans incorporate a Service Discount, which is a percentage discount from our Default Service Rates beyond the plan’s included benefits. This discount will be automatically applied to any chargeable service requirements.

Capped Delivery Charge

All of our Performance Plan clients benefit from a reduced delivery charge for any product purchases delivered by couriers. Beyond the L2 plan, the charge is reduced to zero!

Product Protection

All of our Performance Plans include Product Protection for any products purchased from Yellow Technology while the plan has been continuously active. Product Protection provides additional protection beyond that offered by the manufacturer, from one to four years following purchase.

During the Product Protection period, we will collect and return products, manage manufacturer repairs or replacements and provide repairs or replacements where the manufacturer’s warranty no longer applies, all without additional charge.

Panic Button Discount

All Performance Plan clients benefit from a 50% discount on Panic Button fees. You may choose to invoke a Panic Button in situations where you need a quicker response than we are able to offer you within the terms of your plan.

The Base Plans are your starting point. You can increase the benefit levels on any base plan to suit your own requirements and we will recalculate your monthly fee accordingly.

* Fees will be adjusted according to the distance of each supported premises from Yellow Technology’s office. Monthly fees are subject to VAT at the prevailing rate.