PixelPower

Support levels

We recognise that not all our customers are the same so we have designed a range of support levels to provide the type of cover that meets differing requirements.

Suggestions regarding additions and enhancements to our product range including support are welcome, this interaction is just one element that keeps both you and Pixel Power at the forefront of media delivery solutions, so if you have any comments please let us know.

The table below provides an overview and brief details of the three support levels that we offer, Platform, Silver and Gold. If you require additional information please contact us.

  Platform Silver Gold
Advanced replacement exchange parts service or return to base repair Yes Yes Yes
Software Updates Yes Yes Yes
Email and Telephone Support Yes Yes Yes
Remote Access Diagnostics Yes Yes Yes
Remote Access Support   Yes Yes
Discount on Training   Yes Yes
Discount on On-site Support Services   Yes Yes
Prioritised Response   Yes Yes
Extended Hours   Optional Optional
On-site Spares Holding     Yes
Quarterly Service Review     Yes
Proactive Remote Monitoring     Yes
Creative and Operational Best Practice Advice     Yes
Appointed Services Specialist     Yes

Advanced parts replacement or return to base repair

This means that in the event of a hardware fault with covered equipment and if the problem can be diagnosed to a specific part, board or sub-system an advanced replacement exchange part will be supplied to the customer. Otherwise, the system should be returned.

Software Updates

During the term of the Support Agreement Pixel Power will notify the customer of any software updates that are released by Pixel Power. The updates may include new options and features, enhancements to existing features and bug fixes as determined necessary by Pixel Power to improve the software functionality.

Email and Telephone Support

Pixel Power Support will provide telephone and email support for both technical and operational issues during business hours. All support requests are logged and assigned a case number if further investigation is required.

Pixel Power Support will aim to respond to a support request made via telephone or email within 1 business day. The response will be from a Pixel Power trained engineer based at a Pixel Power Office.

Remote Access Diagnosis

At its discretion Pixel Power Support may request remote access to a system to diagnose an issue. The remote access diagnosis will be scheduled by Pixel Power Support and provided during business hours.

Remote Access Support

At its discretion Pixel Power Support may request remote access to a system to diagnose an issue or assist with other support activities. The remote access will be scheduled by Pixel Power Support and provided during business hours.

Discount on training

Pixel Power offers training courses ranging from basic operation and maintenance to advanced operation and troubleshooting, all aimed at helping the customer to get the best possible performance out of their investment.

Gold and Silver Support customers are entitled to a discount as detailed in their Support Agreement from the published list price of any training package booked and delivered within the term of the Support Agreement.

Discount on onsite support services

Pixel Power offers a range of on-site services covering system configuration, commissioning, acceptance and go-to-air assistance, all aimed at helping the customer to get the best possible performance out of their investment.

Gold and Silver Support customers are entitled to a discount as detailed in their Support Agreement from the published list price of any on-site support services booked and delivered within the term of the Support Agreement.

Prioritised response

Response to support calls and issue resolution is prioritised depending on the support agreement purchased. In addition, support requests are generally prioritised based upon the allocated severity level. Please contact us if you require further information on this.

Optional Extended Hours

The option to extend the support hours beyond business hours is available to Silver and Gold support agreement customers in certain regions. Extended hours support is intended to provide assistance with critical issues only; any non-critical issues will be dealt with on the next business day.

On-site spares holding

Pixel Power will specify and loan an appropriate on-site spares holding to meet the majority of potential fault issues with the covered equipment.

The on-site spares holding remains the property of Pixel Power and must be returned on CIP terms to the Pixel Power Regional Office at the end of the Support Agreement term.

Quarterly service review

Pixel Power will supply a quarterly report detailing all support cases that have been opened, remain open or have been closed during the quarter.

Proactive remote monitoring of system health

Pixel Power Support will remotely monitor the customer’s covered equipment for health and operation in order to identify potential issues before they become a problem.

If a potential issue is identified Pixel Power Support will notify the customer and agree a course of action.

Creative and operational best practice advice

Pixel Power Support will provide best practice consultancy advice of up to 1 man day per request to enable the customer to maximise the benefit of their investment in Pixel Power equipment.

Appointed services specialist

Pixel Power will appoint an identified person within the Pixel Power Support team to be the main point of contact for all system issues. The appointed services specialist will be the initial escalation point for issues logged with support and will attend the quarterly service review meetings.

If you have any questions or would like to receive a quotation please contact us, we will be happy to discuss the options and which level can provide the best cover for the needs of your business.