Support agreement: Unveiling the benefits and purpose

Having access to technical support can greatly enhance the smooth operation of your products in today’s technology-driven world. Every system or device, regardless of its complexity, may encounter occasional technical problems such as configuration faults, hardware defects, or the need to adapt to system changes. However, by maintaining support, you ensure immediate assistance for any technical issues that arise and guarantee the ongoing availability of software updates and enhancements. This invaluable service allows you to fully maximise the benefits of the devices and software licenses you’ve invested in, empowering you to make the most of your technological resources.

In this article, we will take a closer look at two real-life cases that shed light on issue resolution. They illustrate the advantages that support agreements bring in terms of minimising potential downtime and inconvenience.

Case 1: Delay in issue resolution caused by uncovered device

In the first scenario, a customer reached out to our support team regarding an issue with the Luminato video headend software. Regrettably, the device involved was not covered by a support agreement, causing a delay in the resolution process. Although our technicians promptly notified the customer and initiated support, it took two days to enable the necessary assistance due to the practicalities. Conversely, had the device been covered by a valid support agreement, our team would have been able to investigate the matter and propose a solution within mere two hours of receiving the issue report.

Case 2: Diagnostic delay due to discontinued support agreement

Moving to the second case, a customer approached us with suspicions of a hardware failure in their device and requested remote diagnostics. Unfortunately, their support agreement had expired, posing a hindrance to our technicians in proceeding with the case. However, once the agreement was reactivated, our technical support team swiftly identified the hardware failure and instructed the customer to report the case on the Repair Service portal. Had it not been the oversight, the customer would have received a dia­gnosis within a matter of hours, enabling them to initiate the repair process immediately.

A worry-free solution: Introducing Support Report

To prevent situations like the above, we have introduced a service called Support Report. It is provided free of charge to our support customers, and they receive it via email on a quarterly basis. The report serves as a valuable resource, keeping our customers informed about the status of their Teleste devices and software licenses. It also provides up-to-date information about their support agreement status and the available support services.

Moreover, the Support Report simplifies the process of renewing support for your Teleste products. With just a few effortless steps, you can ensure that your support remains uninterrupted whenever it is required.

Maintaining an active support agreement plays a vital role in optimising your technical support experience. It not only guarantees a superior level of customer service but also enables our support team to promptly investigate and propose solutions, thus minimizing any potential downtime and inconvenience to you and your customers.

It is advisable to regularly review the status of your support agreements and ensure that your products are always covered. By doing so, you can enjoy the peace of mind that comes with knowing you have reliable support whenever you need it. We are committed to being your partner in this journey, and our dedicated team is always ready to assist you with any questions or concerns regarding support agreements. Please do not hesitate to contact us to ensure that all your Teleste products are adequately covered.