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Products / MediaStar 'Full System Cover' support program (Model 304-FSC)

MediaStar 'Full System Cover' support program (Model 304-FSC)

The 'Full System Cover' Program (model 304-FSC) provides priority technical support, help and guidance. It supports all elements of a MediaStar system and includes new software releases and revisions, product training as well as advanced replacement of any defective hardware components.

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MediaStar 'Full System Cover' support program (Model 304-FSC)

Key Features

  • Priority Email and telephone support services
  • Remote support and initial system configuration sessions
  • System-wide software updates
  • System wide Advanced Replacement of defective hardware
  • Annual system health check
  • Online 1 to 1 training

Models

(304-FSC) - MediaStar 'Full System Cover' Support Program - priority support, software updates & hardware cover.

Specifications

Scope of the MediaStar support program

  • Support program options available between 1 to 5 years.
  • Each program covers a single system.
  • A system may be a single site or several sites which may be geographically dispersed.
  • Simple program updates to allow for system expansions.
  • Cost dependent upon system size and duration of program
  • Covers only MediaStar Systems equipment.

Priority Email and telephone support services

  • Priority Email and telephone support services
  • Responses will be sent between 9.00 am to 5.00 pm GMT/BST for UK/EU/ROW cases or 9.00 am to 5.00 pm EST for US based cases.
  • Telephone support, if required, will be given as soon as is practicable or by prior appointment with your onsite support team.
  • Priority support case resolution. Complex issues may require both additional time as well as assistance from our engineering team. In this event the case will be given a priority ranking.

Remote support and initial system configuration sessions

  • Remote diagnostic and initial system configuration services (via Team Viewer or Teams).

System-wide software updates

  • To maintain the system at most recent release levels. It includes software updates on MediaStar hardware products as well as to Media Manager system and content management software (model 467) and Media Portal player software (model 470).

System wide Advanced Replacement of defective MediaStar hardware

  • After a MediaStar hardware unit malfunction has been confirmed by the MediaStar support team, a replacement unit will be dispatched to the customer on the same or next working day.
  • The customer remains responsible for returning the faulty unit to MediaStar systems or the cost of the replacement unit will be charged to the customer.

 Annual system health check

  • An online system audit will be scheduled at mutually agreed date and time.
  • It will report any minor system issues identified and cleared up during the inspection.
  • Any further significant items that need to be addressed at the convenience of the customer.

Online 1 to 1 training

  • To keep your in-house AV / IT team updated on new system features and attributes.
  • Up to six half day training modules per annum.
  • These to be scheduled at mutually agreed dates and times.
  • Further training days are available outside the scope of the support program.

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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.