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Support Services

Support / Support Services
  • The availability of ongoing support services are a crucial part of any new system selection process and we pride ourselves in offering products and support services that see some of our customers still actively using MediaStar systems over fifteen years old!
  • If you are using MediaStar systems and you need support, you should firstly contact your installer or reseller. They will already have a full working knowledge of your system and will know the details of the installation, so it is likely they will be able to help you to a solution in the quickest time.
  • If your MediaStar system is not covered under a reseller maintenance contract or if you are a reseller who needs some assistance with an issue, then our support team can help you.
  • Our base support is mainly email based, but we also offer our MediaStar support programmes which will help provide you with additional telephone support, remote computer connections and on-site visits as part of the service. If our support engineers do diagnose a problem with your MediaStar equipment, we offer a full repair service with Advance Replacement of any faulty units and Software upgrade services as well.
  • We have extensive experience diagnosing problems with networks and other third-party systems which interface with MediaStar equipment.  We are happy to share this experience and provide advice diagnosing issues and we can liaise directly with your in-house IT and AV teams.  However, it should be remembered that the formal scope of our support services is limited to MediaStar equipment and software.
  • Sometimes our customers request us to come to site to provide support, most commonly if they want to get ‘all the parties together’ to resolve a problem. We can provide on-site support services, but these are chargeable on a daily rate, plus travel and subsistence (usually where flights or overnight stays are required).
  • We also provide chargeable on-site support services where customers or resellers want help from us with initial system commissioning or MediaStar system training.  The sales team can provide individual quotations for all on-site services.
  • Our support team are best contacted using the email support@mediastarsystems.com. We do our best to get back to you with advice or further questions on the same working day. However, if you are a reseller and are onsite with an urgent issue, you should telephone your local office and they will put you in contact with the support department directly or take a call-back telephone number.
  • If you report a problem, please include your SSI (System Support Identifier) number or the serial number of the affected equipment.  We can then tell what the equipment exactly is, how old it is, and whether it is covered by our FSC (full system cover) or 3S (support, service and software) program.  Our support team will then take you through a series of debugging steps that may fix the issue straightaway, or they will establish if the units are faulty and if you are part of our FSC or 3S program, a replacement or repair can be organised.
  • The majority of our base support will be given via email; however if you are covered by a MediaStar support program, you will have the additional option to talk on the phone (language and time-zones permitting), along with the use of us remotely accessing your MediaStar system using our TeamViewer (or we can use your own remote desktop control software).  We will sometimes collect log files from your systems (or ask you to forward them to us) to help us diagnose problems. 
  • Our support team fully understands the challenges that occur in modern AV installations and we will always do our best to get any issues resolved as quickly as possible.  We are also always happy to talk to you and provide help and advice on the best way to setup and run your own MediaStar system.