MediaStar 'Full System Cover' support program (Model 304-FSC)
Ongoing support services are a crucial part of any new system selection process, particularly where MediaStar equipment is used in business-critical systems. A comprehensive support package can help maintain your system at maximum productivity and, by keeping your system current and up to date, will protect the longer-term investment.
The 'Full System Cover' support program provides priority Email and telephone support from the MediaStar team as well as initial system configuration assistance with remote diagnostic and configuration sessions conducted online.
This is supported by system-wide software updates for both MediaStar hardware and Media Manager and Media Portal player software products. It is vital to maintain a system at most recent release levels so that new features and attributes can be introduced, and more importantly, to maintain system security, and system wide interoperability, particularly in larger systems that are geographically dispersed.
Additionally, 'Full System Cover' has an Advanced Replacement plan for defective hardware. In a business-critical system, it is problematic to lose service with equipment offline waiting to be returned for repair. Advanced replacement is a 'no quibble' service that, after confirmation of defect by the MediaStar support team, will dispatch a replacement unit on the same or next working day. If needed, our support team can then help to remotely configure this equipment when it arrives, so that ‘normal service’ is resumed as quickly as possible. The original faulty unit can then be sent back to MediaStar Systems in a less time-critical manner.
In conjunction with your own AV and IT technicians, the MediaStar support team will conduct a remote annual system health check, a system wide audit to confirm software and system settings and make recommendations for improvements. Also Online 1 to 1 Training sessions to keep your in house AV / IT team up to date on new system features and attributes.