SupportNET Details

SupportNET Details

Sony’s SupportNETSM service agreement programs provide customers with the fastest and best possible service available on their Sony products.  Under the SupportNET programs, customers enjoy the following benefits:

  • Priority Response: SupportNET calls and repairs receive priority handling. Sony will typically respond to SupportNET customer’s calls within 1 business hour. For repairs that require on-site service, a Sony Service Representative will arrive at a SupportNET customer's facility the next business day.
  • Predictability of Maintenance Costs: Standard pricing for SupportNET programs take the guesswork out of annual budgeting for equipment maintenance including labor, parts, training and tool costs to support Sony products.
  • Greater Uptime: A program of regularly scheduled maintenance helps customers guard against lost revenues due to equipment failure.
  • Convenience: No Purchase Orders or estimate approvals to deal with as with Time & Materials repairs, which can potentially delay delivery of service and extend equipment downtime.
  • Increased Efficiency and Productivity: Allows your customers to focus on what they do best and concentrate on their strategic business operations by letting Sony take the worries out of product support.
  • Favorable Price: SupportNET service agreements cost less if purchased at point of product sale (POS).

Flexible support programs are available to suit every customer's need. SupportNET coverage levels include:

SupportNET DepotPLUS® (Carry-in/Ship-in) Service: Depot level support with repair services performed at a Sony Authorized Service Location during regular Sony business hours (8:30am-5:00pm local time, M-F, Sony holidays excluded). The program includes:

  • Priority Depot Service
  • Remedial Maintenance performed as needed should a malfunction occur. Includes all parts, labor and return shipping costs.
  • Periodic Maintenance performed to keep products performing at an optimum level. The primary purpose is to replace key parts that are subject to wear over time, reducing the chance of failure.
  • Sony Core Exchange priority replacement module exchange
  • Software Support including priority telephone support
  • Free Telephone Support provided from 10:00am to 6:00pm Eastern Time Monday to Friday (except Sony holidays).

SupportNET OnsitePLUS® Service: Provides comprehensive coverage with repair services performed on-site at the customer’s location by a Sony qualified Field engineer during regular Sony business hours (8:30am - 5:00pm local time, M-F, Sony holidays excluded):

  • Priority On-Site Service (Field Engineer dispatched to customers location for arrival next business day). Sony’s engineers will travel up to 250 miles from Sony field service locations at no extra charge.
  • Remedial Maintenance including all parts, labor and return shipping costs
  • Periodic Maintenance pro-actively scheduled and performed on site.
  • 24 hour Parts Warehouse available for emergency overnight shipments
  • Sony Core Exchange module/assembly replacements shipped overnight
  • Software support including priority telephone support
  • Free Telephone Support provided 24x7x365.

SupportNET Onsite24: Created for customers with 24-hour mission critical applications. In addition to the benefits of OnsitePLUS®, SupportNET 24 provides comprehensive around the clock coverage:

  • On-site Support is provided 24 hours a day, 7 days a week, 365 days a year.
  • Priority On-site Response for emergencies is typically within 4-8 hours.
  • On-site Software Support is provided 24 hours a day, 7 days a week, 365 days a year for any emergency problems that cannot be resolved by phone.

SupportNET Advance Exchange (Ship-in) Service: Provides customers with complete exchange of units requiring replacement (available for limited models). The program includes the following:

  • Exchange Unit shipped directly to customers location for delivery next business day
  • All shipping costs for exchange units covered
  • Software Support including priority telephone support
  • Free Telephone Support provided from 10:00am to 6:00pm Eastern Time Monday to Friday (except Sony holidays)

Sony’s commitment to outstanding products is rivaled only by our commitment to outstanding service. We know that it is the long-term satisfaction of each individual customer that will help define our own success.

For more information on Sony's service programs or to purchase SupportNET Service Agreements, please contact:

David Catalano

For questions on existing SupportNET contracts, please contact:

Contracts Administration 877-398-7669 option 3, or 408-352-4020