Partnership & Services Agreement
Aurora Displays Pty Ltd offers Bronze (standard), Silver (extended) and Gold (extended +) warranty platforms — plus ad-hoc service and maintenance — for our LED large-format signage solutions across Australia and New Zealand. We have taken the complexities out of our service options so our brand and channel partners can quote, deploy and support with confidence.
Bronze · Silver · Gold
included rate band
8am–10pm daily
standard SLA
Three platforms. Built around your project.
All three tiers are quoted on the same baseline assumption: within business hours and within 50 km of CBD radius, service and parts included. Anything outside that envelope — out-of-hours, regional/remote, or non-standard — is offered on POA (Price On Application) so we can scope it accurately.
Aurora-Bronze warranty terms for VSPEC/LUX delivered within business hours and within a 50 km radius of CBD. Parts and service included.
- VSPEC/LUX standard warranty terms
- Within-business-hours service
- 50 km CBD service radius
- Service & parts included
- GSR — 4-year parts only
Outside 50 km CBD: POA
Aurora-Silver “extended” terms for VSPEC/LUX with hotline phone support during business hours (Mon–Fri, 9–5) and 48–72 hour standard rectification timing.
- Extended VSPEC/LUX warranty
- Within-business-hours hotline (9–5 Mon–Fri)
- 48–72 hr standard rectification
- 50 km CBD service radius
- Service & parts included
Outside 50 km CBD: POA
Aurora-Gold “extended +” terms — VSPEC/LUX warranty plus 16/7 phone support, 24–48 hour onsite turnaround and one annual health-check per project.
- Extended VSPEC/LUX warranty
- 16/7 hotline support (8am–10pm daily)
- 24–48 hr onsite turnaround
- 1× annual health-check per project — FOC
- Out-of-hours onsite service included
Outside 50 km CBD: POA
The GSR product range is parts-only warranty unless otherwise advised at Aurora Displays' discretion (POA). Other options — outside of 50 km CBD, in business hours and outside business hours — are POA in all tiers.
Standard hardware warranty & on-site cover.
Within business hours and within 50 km of CBD. Service & parts included for VSPEC and LUX. GSR coverage is parts only.
* Coverage period must be the same across parts and on-site.
* Coverage period must be the same across parts and on-site.
- All service tickets are acknowledged and activated within 8 business hours.
- This agreement references “per-site” and is priced at a % value per project to ensure accuracy of support and management efficiency.
- “Per screen” references actual warranty terms and does not impact overall services “per project” offered.
- Phone support: 1300 841 542 · Service requests submitted via the Aurora service portal.
Extended cover, per project.
VSPEC/LUX, within business hours and within 50 km of CBD. Service and parts included. Standard 48–72 hour rectification timing. Does not include on-site service outside of business hours unless otherwise specified.
| Service Description | Project Value | % per Year | Duration | Other Options |
|---|---|---|---|---|
| Silver extended warranty support within 50 km radius of CBD Hotline phone support — within business hours (9–5 Mon to Fri) * Standard 48–72 hour rectification timing applies. |
$250k & above | 5% of project value | Annually per project | POA |
| $15k & above | 7% of project value | Annually per project | POA | |
| $15k & below | 10% of project value | Annually per project | POA |
Outside of 50 km of CBD, in business hours and outside business hours — Price on Application.
Premium platform, with health checks.
VSPEC/LUX, within business hours and within 50 km of CBD. Service and parts included. 24–48 hour Gold rectification timing — includes on-site service outside of business hours. One annual health-check per project, included free of charge.
| Service Description | Project Value | % per Year | Duration | Other Options |
|---|---|---|---|---|
| Gold extended warranty support within 50 km radius of CBD 16/7 hotline phone support (8am–10pm daily) 1× Annual Health-check per project — included FOC * Gold 24–48-hour rectification timing applies; includes on-site service outside of business hours. |
$250k & above | 7% of project value | Annually per project | POA |
| $15k & above | 9% of project value | Annually per project | POA | |
| $15k & below | 11% of project value | Annually per project | POA |
Gold delivers the broadest support window in the Aurora portfolio — daily 16/7 phone hotline, faster on-site rectification, after-hours coverage included, and a no-charge annual health-check at the project site.
Outside the warranty envelope — by the call-out.
Within business hours and within 50 km of CBD. Out-of-hours work and outside-radius work is POA. Submit ad-hoc service requests via the Aurora service portal or call 1300 841 542.
| Service | Description | Cost / Duration |
|---|---|---|
| Warranty Call-out “Standard response time” |
48–72 hours response. Ticket response 4–8 hours, acknowledged via phone to the venue site contact. | N/A — included |
| Ad-hoc On-site Call-out | All service tickets acknowledged and activated within 4–8 business hours. 24–48-hour response for ad-hoc service maintenance, on-site event support or general technical assistance outside warranty service terms. Business hours only, within 50 km CBD radius. | $336 ex GST per call-out + $157.50 / hour thereafter |
| Service | Description | Cost / Duration |
|---|---|---|
| Service & Maintenance Options | 3–5 working days’ notice required. Preventative maintenance — fault management, cleaning and general service maintenance — recommended annually. Within business hours and 50 km CBD radius. Out-of-hours / outside radius — POA. | $1,440 ex GST per call-out |
Ad-hoc and maintenance rates do not cover out-of-hours service or work outside the 50 km CBD radius. Travel, accommodation and remote-area surcharges are quoted POA.
How to lock in extended cover.
Extended warranty and maintenance services attach to the project at the point of sale. This document forms part of the warranty agreement between the signee and Aurora Displays Pty Ltd, agreed and signed prior to project deployment.
Agree the platform
Confirm Bronze / Silver / Gold tier and any out-of-radius or out-of-hours options before deployment. Sign this agreement to bind the warranty terms.
Submit the order
Send the warranty sales order through to your Westan Australia representative, outlining each extended year of support required per screen — ASI-Aurora-Bronze, Silver or Gold.
Match the QTY
Extended services can only be purchased to the same QTY as the extended hardware warranty purchased — in total, not year on year. Applicable to the total VSPEC/LUX extended warranty offer available.
Aurora & Client responsibilities.
Items below sit outside the standard warranty envelope. They are quoted “Available at cost” where Aurora can deliver them, or carried by the client where indicated. Force majeure terms and conditions apply.
| Responsibility | Activity | Status |
|---|---|---|
| Client / Aurora | Engineering and Building Certifications | Available at cost |
| Client / Aurora | Proposed design works for engineering | Available at cost |
| Client | Content Authoring | Client responsibility |
| Client | Civil Works & Traffic Management (bin hire, rubbish removal, council approvals) | Client responsibility |
| Client / Aurora | Lifter or Scaffolding Hire | Available at cost |
| Client / Aurora | Elevated Work Platforms | Available at cost |
| Client | Floor Protection, if required | Client responsibility |
| Client | Power Infrastructure and Termination Lead-In / Infrastructure | Client responsibility |
| Client | Data Cabling from Controllers to Screen Lead-In / Infrastructure | Client responsibility |
| Client / Aurora | Integration within existing AV control systems | Alternative options at cost |
| Client / Aurora | Concrete Footings / Primary Structure / Secondary Structure | Available at cost |
Conditions, exclusions & commercial notes.
- Above costs include extended services and parts per project unless otherwise agreed in writing between Aurora Displays and the purchasing customer.
- “CBD” stipulates 50 km from capital city locations — Adelaide, Brisbane, Canberra, Darwin, Hobart, Melbourne, Sydney (subject to change based on project requirements).
- Aurora Displays may include any additional costs incurred outside the above terms at its discretion — additional travel, accommodation or meal allowance as required.
- Due to the complex nature of LED display technology and its customisation, some solutions may be exempt from these terms — pricing at the discretion of Aurora Displays.
- Service and support pricing may change without notice at Aurora Displays' discretion to suit project requirements if altered or changed outside our control.
- If Aurora Displays has coordinated installation of the LED, on-site warranty will cover issues related to installation hardware.
- If Aurora Displays has not installed the LED, on-site warranty only covers issues specific to hardware — not installation or defects resulting from improper installation.
- Where the LED is mounted more than 1.8 metres above the ground, or requires scaffolding, boom lift or other equipment to access, on-site warranty does not cover the provision of such equipment. Safe access must be provided by the buyer and/or venue/facility.
- Aurora Displays does not accept damage due to rough handling, or damage/faults incurred due to improper installation where install has not been provided by Aurora Displays — including physical damage post-install.
Project information.
One Addendum 1 document is applicable per project. Capture customer, project, site, purchase order and spares storage details below.
Where are the project spares located?
- (a) Either the spare parts must be returned to the reseller / end-user; or
- (b) If it is the preference of the reseller / end-user that the supplier continues to provide “warehouse services”, additional warehousing charges will apply.
Extended warranty & services provided.
One Addendum 2 document is applicable per project. Aurora interpret “project” as any screen included per PRJ #. A new services document must be completed and agreed for each project.
Aurora interpret “project” as any screen that is included per PRJ #. A new services document must be filled out and agreed by Aurora Displays as stated “per project”. Ad-hoc services to be ordered directly via the Aurora service portal.
Let's scope it together.
Document control & authorisation.
This Partnership & Services Agreement is reviewed annually, or sooner where there are material changes to product, service partners, or operating practices.