Terms & Conditions
A legal disclaimer
Welcome to ONCUE Audio Services. By accessing our website or engaging our premier venue support services, you agree to comply with and be bound by the following terms and conditions.
1. Service Level Agreements (SLA)
ONCUE provides specialized engineering expertise for Pioneer DJ equipment, specifically the CDJ-3000(X) and DJM-A9 models. Services are provided based on the annual tier selected at the time of purchase:
Gold Tier: Includes a 15-minute service desk response time (24/7/365) and a 5-hour on-site fix guarantee. If a repair exceeds 5 hours, a "Hot-Swap" loaner unit will be installed. This tier includes one proactive health check per year.
Silver Tier: Provides a 30-minute service desk response (24/7/365) with next-day resolution and priority access to spare parts and rental fleets. Includes one maintenance visit per year to address fader drift and button fatigue.
Bronze Tier: Designed for retail and small bars, offering a 30-minute service desk response during business hours (8x5) and next-business-day response for on-site needs. Includes discounted rates for deep cleans and lab-based repairs.
2. Accidental Damage & Spill Policy
Standard Coverage: Accidental damage coverage for spills and drops is strictly limited to Gold Tier subscribers.
Claim Limits: Coverage for spills and drops is strictly limited to one (1) claim per device per year.
Premium Upgrades: High-traffic environments may purchase a Premium Accidental Upgrade for an additional fee to cover more than one accident per device per year.
3. Payments and Retainers
Annual Billing: All support plans are billed as flat annual retainers.
Emergency Fees: Maintenance plans are designed to eliminate surprise emergency call-out fees for covered equipment.
Booth Bundles: Discounted bundles are available for standard booth setups (typically 2x CDJs and 1x Mixer) when covered under a single plan.
4. Lifecycle Management & Trade-Ins
Asset Buy-Back: Venues may receive trade-in credit for older equipment (such as CDJ-2000s or Nexus 1s) against new ONCUE service contracts or upgraded hardware.
Data Security: ONCUE performs factory resets on all internal memory for trade-in gear to ensure no DJ or venue data remains.
Recycling: Equipment deemed beyond repair will be handled via WEEE-compliant recycling processes.
5. Contact Information
For inquiries regarding your service contract or these terms, please contact:
Email: enquiries@oncueservices.com