Click on the headings to navigate.

Support

Suitcase TV offers a range of support plans to suit the needs of its customers.

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

 

1. Telephone & E-mail notification - For routine queries and non-critical issues telephone contact is limited between the hours of 0900 - 1800.

 

2. Advanced Diagnostic Reporting - we can remotely monitor systems through automated e-mail reporting direct from equipment.

 

3. Site visits - our engineering team can perform onsite visits where it is required to attend the equipment in person. If possible we will endeavour to update/resolve issues remotely to avoid business disruption.

 

The following chart provides an overview of the support cover available and the features under each plan.

 

Click the support plan header to download datasheet about that support plan.

SUPPORT PLAN FEATURES

PREMIUM

(UK)

PREMIUM

(EUROPE)

FIRST CLASS

ECONOMY

Proactive Monitoring and Fault Reporting

24/7

24/7

UK business hours

No

Telephone Support

24/7

24/7

UK business hours

UK business hours

Email Support and Fault Reporting

24/7

24/7

UK business hours

UK business hours

Priority Case Handling

Yes

Yes

No

No

On-site support

4hr target response

10hr target response

Next business day

Next business day

Repairs and Spares

No additional charge

No additional charge

Spares exchanged at no extra charge. Labour charge applies for STV engineer required on-site.

Spares and engineer available at 10% discount on standard prices

Spares Holding

On site

On site

Next business day delivery to customer site

Next business day delivery to customer site.

Preventive Maintenance

Twice yearly service

Twice yearly service

One server per year

None included in plan, but option to book in advance at discounted prices

Remote diagnostic connectivity available

(IKVM)

Yes

Yes

Yes

Yes

Engineer Training

A max of 4 engineers on a single day of training upon take up of the Premium Support plan.

A max of 4 engineers on a single day of training upon take up of the Premium Support plan.

Available to be purchased as an optional extra at

15% discount of standard prices.

Available to be purchased as an optional extra at

10% discount on standard prices

Software and Firmware Updates and/or Upgrades

No additional charge

No additional charge

Library updates at no extra charge. Upgrades available at discounted prices

Library updates at no extra charge. Upgrades available at discounted prices

Support e-mail contact
Support Testimonial
Support
Contact Suitcase TV

IABM Member

[Home]  [Products[Support]  [Press & News]  [About]  [Clients]   [Contact]

 

 

Copyright Suitcase TV Ltd. 2000-2013

Suitcase TV Ltd - 30 Silent Street - Ipswich - Suffolk - IP1 1TF - United Kingdom

 

@suitcasetv

Facebook