# NXSLED Care and Creative Operations

Proposed service architecture · Version 1.0 · 2026-09-12

These schedules support a project-specific quotation. Tier names do not create response-time, uptime, coverage or replacement guarantees. Price, service hours, geography, visit allowances, labor coverage and contract terms must be completed and approved before sale.

## NXSLED Care: three service tiers

| Service element | Care Essential | Care Managed | Care Continuity |
|---|---|---|---|
| Best fit | Supported owner-operated display | Regular business use with proactive support | Applications needing a specifically designed continuity plan |
| Asset and warranty record | Documented system passport | Essential scope | Managed scope |
| Remote support | Agreed channel and service window | Agreed channel and service window | Named escalation path within contracted coverage |
| Monitoring | Optional supported-device assessment | Supported health signals and alert review where integrated | Managed monitoring plus agreed failure-response playbook |
| Preventive service | Separately scheduled or quoted | Defined visit/review allowance | Defined maintenance and recovery exercise allowance |
| Configuration backup | Handoff copy and retention agreement | Managed revision record and agreed backup checks | Backup checks plus tested recovery procedure |
| Onsite labor | Quoted or separately contracted | Explicit allowance or separately quoted | Explicit allowance/geography/dispatch terms |
| Spare parts | Manufacturer availability applies | Compatibility plan; stock ownership specified | Dedicated/pooled spares only if separately funded and documented |
| Annual optimization | Optional | Scope and allowance in service schedule | Scope and allowance in service schedule |
| Content production | Separate Creative Operations schedule | Separate Creative Operations schedule | Separate Creative Operations schedule |
| Hardware exchange | Separate funded option | Separate funded option | Separate funded option |

### Complete this schedule before activation

- Covered system IDs, locations and asset revision: `[complete]`
- Service term, renewal process and cancellation notice: `[complete]`
- Supported operating hours and time zone: `[complete]`
- Support channels and authorized requesters: `[complete]`
- Severity definitions and response targets: `[complete after capability approval]`
- Remote triage / onsite dispatch / restoration distinctions: `[complete]`
- Covered labor, included visits and additional-work rates: `[complete]`
- Travel zone, access arrangements and customer escort duties: `[complete]`
- Spare ownership, location, compatibility and replenishment responsibility: `[complete]`
- Monitoring signals, access permissions and data retention: `[complete]`
- Manufacturer warranty period, start trigger and RMA route: `[verify written terms]`
- Third-party licenses and their renewal owner: `[complete]`
- Fees, taxes, payment dates and adjustment rules: `[signed proposal]`

**Warranty is not the same as service coverage.** The selected manufacturer's written warranty governs its covered hardware. Nexus labor, freight, access equipment, diagnostics and replacement logistics are covered only as stated in the Nexus agreement. No automatic equivalence between acknowledgement, dispatch and restoration is implied.

### Scope exceptions to resolve explicitly

Damage, unauthorized modification, liquid intrusion, environmental excursions, inaccessible equipment, customer networks, unlicensed content, third-party platform changes, expired licenses, utility interruptions and non-covered devices must be addressed in the signed scope. This list is a discussion checklist, not a substitute for negotiated contract terms.

## Creative Operations: three retained-work patterns

| Pattern | Typical work | Customer approval | Define in the order |
|---|---|---|---|
| Scene Refresh | Art rotation, lobby scenes, seasonal brand treatments | Named brand approver | Canvases, deliverables per period, revisions, formats |
| Campaign Operations | Retail campaigns, menus, featured products, directory updates | Customer confirms commercial facts before release | Update volume, lead time, data source, expiry and fallback |
| Event / Studio Production | Session backgrounds, event playlists, presentation scenes | Event producer or content owner | Production hours, rehearsal, operator support, recording/postproduction |

Every content order records: brief, target display canvas, audience, accessibility requirements, licensed assets, owner of copy accuracy, delivery date, review rounds, publication approver, scheduled removal/expiry, version, fallback and archive/deletion rules. Additional requests are reviewed against scope before production.

Menus, prices, product claims, vehicle availability and directory facts require customer approval. Music, sport feeds, footage, art and participant recordings require appropriate rights. Approval to demonstrate customer material does not authorize public marketing reuse.

## Annual optimization versus hardware exchange

An annual optimization visit can review image calibration, selected controls, content, operator training, supported firmware, service history and a lifecycle recommendation. Any firmware change requires compatibility review and a recovery plan.

A hardware exchange programme is a separate commercial product. Its order must identify eligible equipment, exchange interval, ownership, condition standards, residual/trade-in treatment, transport, uninstall/reinstall work, downtime, compatibility, taxes and financing approval. Do not advertise “free yearly upgrades” without an approved funded agreement.