SmartVu® Service
Comprehensive Support, powered by SmartVu®
Maximize Performance, Minimize Risk
Whether you’re a media property owner or operator, a black screen will have you seeing red. More uptime translates to higher rate card and stronger ROI. Pairing BoldVu® with a Service Level Agreement (SLA) ensures ads are playing, prioritizes response, and brings peace of mind knowing your digital signage is working to make you money.
View live status and health of your display population
Automated monitoring with instant alerts
Direct communication with customer service
Learn with personalized training
Get access to the digital copy of your owner’s manual
Watch from Anywhere
Take the guesswork out of hardware health and performance with our cloud-based management tool. SmartVu® Portal provides visibility into the status of BoldVu® displays. Manage your entire network of displays from a single web interface.
Toggle-on PopVu® and get a live view of what is being displayed on each unit in your portfolio.
We’ll take care of your displays, so you don’t have to.
SmartVu® Service facilitates resolution of critical display issues through advanced display monitoring, expert technical assistance, and flexible hardware coverage.
BoldVu® displays covered with SmartVu® Platinum Service are eligible for our industry-leading 10-year visual performance guarantee.
Technical support available around the clock.
MRI retains a global staff of technical support experts that know the BoldVu® architecture, inside and out. Video stopped playing? IP addresses need re-configuring? No matter where you are in the world, friendly and knowledgeable support reps are just a phone call or email away.
Monitored and Managed.
We got this.
Part of any SmartVu® SLA, Monitoring and Managed Services employs NOC engineers to proactively keep a pulse on display health, monitor incidents, open and manage support tickets, and reach issue resolution – all on your behalf.
Bring the Data to Your CMS with SmartVu® API
SmartVu® Portal API is a helpful tool available to our customers that allows software integration and simplification. Using API benefits users by increasing productivity, sharing information quicker, and having a single source of contact with a BoldVu® Display Unit.
Get the white glove treatment with onsite field service.
Included at the SmartVu® Platinum Service level, onsite field services ensures that fieldwork is performed efficiently and in a manner that keeps warranty coverage intact. From parts replacement to modular upgrades – leave hardware service to the trained professionals.
| Standard Warranty | SmartVu® Gold |
SmartVu® Platinum |
|
|---|---|---|---|
|
Warranty Full coverage during the SLA term (2-10 years). All Manufacturer’s Defects Covered. |
Up to 2 Years | Up to 5 Years | Up to 10 Years |
|
Technical Support (Phone / Email) (Excludes recognized holidays and office/facility closures) |
(Atlanta) M-F, 8am- 4pm(London) M-F, 9am- 5pm(Sydney) M-F, 9am- 5pm |
Worldwide 24/7/364† | Worldwide 24/7/364† |
|
Replacement Parts** Replacement Parts will be shipped to Buyer in advance of having the faulty part (Gold and Platinum only). |
Manufacturer’s warranty parts only. Buyer responsible for shipping both ways. | Within TWO (2) Business Days after issue is diagnosed | Within ONE (1) Business Day after issue is diagnosed |
|
Firmware Updates Professionally administered by our NOC technicians. |
✓ | ✓ | ✓ |
|
Customer Portal Enables accessing and monitoring of the entire display network from one central webpage. |
✓ | ✓ | ✓ |
|
Automated Alerts – AlertVu® Provides immediate and automatic alerts of the 12 most critical operational problems being monitored locally. |
✓ | ✓ | ✓ |
|
SmartVu® Portal Access Provides immediate and automatic alerts of the 12 most critical operational problems being monitored locally. |
✓ | ✓ | |
|
Proactive Monitoring & Managed Services Preemptively monitor displays, proactively alert Customers of any potential problems, provide active voice and email support, with remote issue resolution, or if required, personalized support. |
✓ | ✓ | |
|
On-Site Field Services*** Professionally administered by MRI or authorized service organizations & technicians (in accordance with the BoldVu® Owner’s |
✓ |
Services managed by others must be performed in accordance with the BoldVu® Platinum Level Customers are not to perform any on-site service without prior authorization.
Notwithstanding anything set forth herein to the contrary:
*SmartVu Platinum® – availability may be limited due to quantity of Covered Product within the market and/or the location of installation sites (e.g. international markets, rural areas with limited accessibility, etc.).
**Response Time for Replacement Parts is representative of Support Tickets placed prior to 1:00 PM EST Monday through Friday in major metropolitan areas and while Seller will make reasonable efforts to obtain replacement parts as quickly as possible, the response times may vary in cities outside of major metropolitan areas and rural areas due to the lack of availability of replacement parts from any local supplier and the time necessary to receive the replacement parts from a non-local distributor or manufacturer, including without limitation, time necessary for parts to clear customs and/or time necessary to comply with any other import or export requirements. Seller disclaims any liability hereunder arising from any such delays.
Response Time for Replacement Parts that require Buyer-specific configuring prior to shipment (e.g. media players) may vary, depending on the complexity of the configuration and receipt of necessary data and other information from Buyer. Seller shall provide an estimated response time upon Buyer’s request.
***Response Time for On-Site Field Services may vary due to Covered Product’s location (major metropolitan vs rural), Seller’s receipt of replacement parts, and availability of technicians. Seller disclaims any liability arising from any delays in Response Time arising from the lack of availability of replacement parts from any local supplier, the time necessary to receive the replacement parts from a non-local distributor or manufacturer (including without limitation, time necessary to clear customs or comply with any other import or export requirements), lack of availability of qualified local technicians or additional time reasonably necessary to travel to access any Covered Product outside of a major metropolitan area. Support Tickets opened for Onsite Field Services will be scheduled in the same order of their receipt unless logistics dictate otherwise.
Above terms subject to change without prior notice. Please contact your sales representative for the latest product information and SLA terms and conditions.
†Excludes Christmas Day, December 25th and other recognized holidays, along with any office or facility closures.
Updated Sept. 18, 2025.