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Service Contracts

Support Service Contracts (SLA)

OUR HELP CENTER CAN BE FOUND HERE: SUPPORT.CEDI.TV

Credentials are acquired through Cutting Edge Design prior to access.

Are you concerned about system down time? We have solutions for those people who require a level of system support above and beyond the normal service scheduling cue.

As a Cutting Edge Design system customer you have the option of purchasing service contracts (SLA - Service Level Agreements) to support your system maintenance/support needs.

Access to our Help Center/Support Ticket System requires a username and password we give out to our clients. If you require access to the system please use our standard contact form here: Contact Us to request your credentials.

A service level agreement or SLA, is an agreement between you and Cutting Edge Design, Inc. for a specified level of support/service for a particular duration, period or contract. All non-standard service level agreements are paid plans with contracts for a specified amount of service and support per year.

By default all Cutting Edge Design clients receive a 90 Day SLA - Service Level Agreement for new systems purchased and installed by Cutting Edge Design, Inc. Upon substantial completion of your new system we will begin your 90 day service level agreement in support of that system install.

As part of every new system installation, Cutting Edge Design, Inc. grants the customer (you) our exclusive 90 Day SLA – Service Level Agreement. For 90 calendar days your system will receive (free of charge) any attention it requires to ensure it functions the way we designed it to. The intent of this 90 day SLA is to allow Cutting Edge Design time to correct any issues* that may arise in the first 90 days of system use that may affect its designed functionality presently or into the future. All this is without you having to have any concern regarding charges to correct such issues within the 90 days.

Beyond our 90 Day SLA all Cutting Edge Design clients acquire a Standard SLA which includes access to our Help Center. For more information on all levels of service go here: http://support.cedi.tv.

Depending on the level of service you require, you as a client have the option of purchasing extended or enhanced service level agreements (SLAs) from Cutting Edge Design.

If you are not sure which level you currently have please contact us.

TICKETS

Support tickets or requests are routed to agents based on the unique users SLA (Service Level Agreement) with Cutting Edge Design. Based on an SLA a ticket may have a 24-72 hour response time, while others may have a 1 hour response time requiring a phone call from an agent to the client within one hour of a support ticket creation. This is all base on the SLA of the submitting client.

Submit a Ticket

Response times to requests are based on the SLA (Service Level Agreement) you purchased with Cutting Edge Design.

STANDARD SLA (SERVICE LEVEL AGREEMENT)

All Cutting Edge Design clients receive an initial Standard SLA. All tickets submitted to our systems from Standard SLA clients will receive a ticket response within 24-72 hours excluding weekends.

For complete SLA definitions please review each SLA (Service Level Agreement) at http://support.cedi.tv.

 

Call Today

(425) 249-3004

Reviews



True professionals!... 

Cutting Edge Design are the best! True professionals! It is so true that you get what you pay for... with CEDi you get the very best! I will definitely continue to use them! 

Earnest M

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Quick and excellent work... 

Thanks for the quick and excellent work of your team last week. The guys were very professional, friendly and did a great job. It’s always nice to work with people who like what they do and it’s clear you have such a group. Well done! 

Emily W

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A great experience! 

Cutting Edge Design provides you with a great product at a great value. They were very quick to respond to my quote and got the work done fast. They've done lots of stuff for me in the past, but recently they installed new equipment for my WiFi. The overall experience was fantastic. I continue to use them and recommend their services because their prices are fair and the work is usually perfect. 

Scott W

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Excellent... 

Excellent, thorough, timely professional work; highly recommend. 

John C


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