CSD Rescue Remote Support –
Terms and Conditions

Paid Premium Support Requirement

CSD Rescue Remote Support an AfterCARE product, is a Paid Premium Support subscription service. Access to Rescue Remote Support requires:

An active executed AfterCARE Service Agreement
Coverage for the specific organization submitting the request
Coverage for the specific site where support is being requested

Support services are provided only to organizations with an active agreement covering the requesting site and defined systems.

How Support Is Delivered

Tier 1 – Expert Help Desk Support

Non-urgent operational questions, usage guidance, and general system assistance are provided remotely through the designated support gateway.

Tier 2 – Remote Virtual and/or Augmented Reality (AR) & Network Support

When advanced troubleshooting or live assistance is required, support is initiated through the approved secure access link or QR code. A CSD technician may join a dedicated virtual session to provide:

Live audio and video collaboration
Real-time troubleshooting
Guided diagnostics and operational support

Tier 3 – On-Site Technician Dispatch

On-site service is provided only when a physical hardware failure is confirmed, or remote support efforts have been exhausted. On-site service is not included within remote coverage and is subject to additional fees.

Remote Support Usage Limits

Rescue Remote Support usage is tailiored to you and your needs and defined in the executed Service Agreement.

Important Exclusions

The following are excluded from AfterCARE coverage:

Consumable items (projector lamps, batteries, fader lubricants, etc.) — billable
Unauthorized modifications to software, wiring, or hardware performed by non-CSD personnel
Environmental or facility-related failures, including power surges, lightning, HVAC failure, water intrusion, overheating, or improper equipment placement
Network integrity issues resulting from client-directed IT changes that block or interfere with the Remote Access Gateway

Scope of Coverage

Coverage applies only to the systems and areas identified in the executed AfterCARE Service Agreement for the applicable site.

Services outside defined scope require written authorization and may be billed at standard rates.