SUPPORT

Introduction

Worldwide Team -> World Class Support

Confidence in on-going support is imperative once your system is deployed and operational.

As a Rohde & Schwarz company, our team at Pixel Power takes great care to maintain the high standards of reliability that have been delivered over decades of successful installations. The aim of the Pixel Power support team is to provide prompt, skilled and friendly assistance to any incoming enquiries by phone, email, remote log-in or on site in person.

With their product knowledge and expertize the support team are there to assist if you have questions about the operation of your products or if you need assistance identifying, analyzing and resolving issues.

Pixel Power offers multiple ongoing support options, with varying levels of clearly defined support services, to help the client continue to maintain the successful operation of their investment.

Our goal is as yours – to ensure that you maximize system up-time and maintain the appropriate level of performance that delivers the best from your investment. We can also help make sure you receive ongoing improvements to the system and your team via regular updates, technical and operational training and our knowledge base that comes from decades of experience.

As your trusted partner we offer you the peace of mind that your system is always running and that, if or when you need it, help is easily at hand.

Why might you need help?

Following the deployment of new installations it is important that your engineers and operators have confidence that they are able to call upon support teams if they need help. Our engineers have decades of experience in the front line of broadcasting and with Pixel Power products and installations. This experience means they can quickly understand exactly what you are trying to achieve and can help you make it happen with the Pixel Power product or solution.

As your installation matures product development continues at Pixel Power and new features or standards become available. We are here for you to help ensure your solution is kept up to date and enables you to take on the new challenges of your business.

Over the longer term you may be keen to get the most as possible from your investment. We can work with you to ensure the products and solution are continually monitored and kept up to date so that you achieve your business goals.

Benefits of our support team

Pixel Power and Rohde & Schwarz are proud to have a reputation for high staff retention, especially when we have many engineers who joined us from actual broadcasters. Our team is dedicated to helping you get the best out of our broadcast solutions as they know what it’s like to be at the sharp end of broadcasting.

On a day to day basis our support team takes enquiries, logs cases and follows clearly defined, tried + tested procedures that resolve problems so that both the client and ourselves are fully satisfied. Relationship building, trust and responsiveness are all at the heart of what we do – and for our support team there’s a pride in maintaining this high degree of respect in our business. This is clearly demonstrated through many customers being with us for decades as well. Specialized, highly experienced front line and ongoing support is priceless when you need it.

What we do

We recognize that, despite broadcast and media functions sounding similar, not every customer carries out the same function in the same way and no two broadcasters or media companies operate in the same manner. With this in mind we designed a range of services and service level agreements aimed to provide the type of cover that meets your unique requirements.

Our aim is to ensure you know what your costs are up front, deliver expert assistance when you need it and ultimately ensuring you have complete peace of mind.

Operation assistance

  • Assistance and escalation management of reported issues
  • Operational questions answered to ensure your operators maximize their knowledge of the features and functionality of your product or system
  • Issue replication
  • Assistance with third party integration issues
  • Operational training available online or in person
  • Our Creative Services team can support with various stages of delivering your graphics, whether a new channel launch or rebranding of existing channels. See our Creative Services page

Technical assistance

  • Hardware issue diagnostics
  • Hardware exchange and repair assistance
  • Technical support on an ongoing basis available to ensure system performance is optimized
  • On-site or remote support for product upgrades
  • Assistance with minor configuration changes and optimization
  • Technical proactive checks can be carried out to raise alarms and prevent outages

Monitoring

  • Assistance configuring monitoring tools available within the system, logging, alarms, reports , journals, etc. Proactive email alarm monitoring depending upon SLA in place
  • Remote system checks & preventative maintenance
  • Comprehensive logging to help monitor your solution or product operation or diagnostics of

Service Level Agreements

  • Platform – for standalone products providing support services for non-critical operations
  • Silver – for solutions whose operation in more critical and requires higher prioritization and more comprehensive services package
  • Gold – for solutions that are complex and are critical to the operation as a business as a whole and need top priority, know response times and comprehensive services package to continually maintain and enhance the overall operation of the solution

Operational and Technical Assistance Centres

Right at the time you need it most Pixel Power is there for you with support on-site or over the phone and with experts who have done this before, many times. For both us and you it is important to know that you have people by your side who understand the detail of your workflow and how the graphics, branding, templates and automation all work together.

Our Operational and Technical Assistance Centres are distributed across our 3 Regional offices with the core Team located in our Head office in Cambridge, UK. Following any solution deployment the Pixel Power Support Team provides prompt, skilled and friendly assistance to any incoming enquiry by phone, email, remote login or by site visits so the client can maintain the quality of their service to their customers.

A worldwide team with world class support, Pixel Power is agile and highly responsive. With direct and intimate access to the engineering team, problems are resolved swiftly & efficiently. Our Support Team is backed up by our Project Implementation Team, Product Specialists, Creative Services Team and Training Team to provide further product knowledge, workflow and operation help to deliver the most from the Pixel Power products you have purchased.