Reporting an Issue

To report an issue please e-mail your query to:

And our support team will assist you quickly in your issue.

Customer Support

Depending on the system that is supplied, customer support can be handled in one of three ways:

1. Telephone & e-mail notification with one or two named customer contacts. We prefer to deal directly with one or two named customer contacts as this avoids confusion and/or duplication of effort. For routine queries and non-critical problems telephone contact is limited to between 0900 and 1800. Response times will depend on the urgency of the problem/query but we would not expect any customer report to be left without a reply or, at least, an interim solution for more than 48 hours. Most issues can be dealt with in this way. For critical failures (i.e. complete or partial system failure such as cessation of logging) an emergency contact number will be made available for out of office hours. In such situations we will respond as soon as it is practical and aim to have at least a temporary solution in place within 24 hours.

2. Site visits by Suitcase TV personnel. Where it is not possible to resolve faults or apply software updates remotely, it may be necessary for Suitcase TV personnel to attend to the equipment on site. Such visits can be disrupting for both Suitcase TV and the customer and so we aim to keep these to a minimum.

3. E-mail reporting or Advanced Diagnostic Reporting (ADR) [currently for Purple Logging and Monitoring Systems only] Suitcase TV is able to remotely monitor systems by ways of e-mail reporting directly from the equipment or application. Fault detection and diagnostics in this way help us to deal with any problems which may or may not have been detected by the customer. If, for any reason, the customer is unable to facilitate e-mail reporting this will reduce the effectiveness of the support Suitcase TV can provide. In some situations, where it is secure and acceptable to the customer, faults can be resolved by remote connectivity to the customer’s network.

Future years support?

Software Support

A similar arrangement exists for Suitcase TV software in that any software malfunction will be resolved free of charge during the 12 month warranty period. Relevant software upgrades and updates will also be provided free of charge.

Customer requests to add features or functionality to software applications are excluded from the warranty but may still be provided free of charge if Suitcase TV feels it is appropriate to do so. However, generally, these would be deemed alterations chargeable to the customer.

Product Maintenance

With all Suitcase TV products on sites, these will be periodically maintained throughout the year.

Although Suitcase TV has the fullest confidence in all of the products we feel for your peace of mind that the products should be checked and maintained.

If you would like more information on Product Maintenance please e-mail

or follow this link for alternative contact methods.

Spares

Where the customer has both competent technical staff and is agreeable to the proposal, we can supply spares of certain key hardware items (such as hard-drives which can be hot-swapped) to resolve some hardware failures. This is contingent upon the technical staff having undergone Suitcase TV training. If this arrangement is not acceptable we would aim to resolve non-critical hardware faults within three days of being notified.

Fault Reporting

We prefer to keep paperwork to a minimum however it is useful to us to know the circumstances of any equipment failure or system malfunction for detection and diagnostic purposes. For this reason Suitcase TV issue a template document to be completed by the customer when faults are reported.

Failures resulting from Customer Action or Inaction

When a failure occurs due to customer (e.g. accidental or deliberate physical damage, deletion of files or data etc.) or inaction (e.g. failure to respond to alarms, unsuitable environmental conditions etc.) Suitcase TV will respond to the situation in the same ways and within the same time scales as already described. However, all the costs incurred by Suitcase TV (including staff time) will be charged to the customer.