SUPPORT SERVICES
No matter the size of your organization, Array Telepresence Support Services, provided by ourselves and a global network of partners, understands that your communications environments are growing and are a critical part of your global unified communications capabilities.
As your reliance on immersive visual interactions grows and you unify your communications, your support needs also increase. In visual communications, user experience is paramount. Users must receive the best possible experience in order to grow their confidence that systems are business ready.
You may or may not have in-house technical experts for all your communications needs, but when you need external assistance, Array Telepresence Support Services can help.
Array Telepresence Support Services is integrated with our global network of value-added solution providers to help you manage your entire visual communications environment.
SUPPORT FOR YOUR VISUAL COLLABORATION ASSETS
Array Telepresence support is available 24×7 and provides priority routing to the Array Telepresence team through our technical call center. During business hours, an Assigned Service Engineer (ASE) will use their familiarity with your Array Telepresence assets and environment to efficiently manage your technical support requests to resolution.
Array Telepresence offers you two choices, Premier and Premier Plus. If you select Premier Plus, you receive 24×7 support, major firmware upgrades as well as advanced part and equipment replacement once a problem is identified. It is important to note that all equipment covered by Premier Plus will be eligible to receive the latest firmware upgrades as released, enabling you to take advantage of developments as they are released and allowing you to easily manage any upgrade program.
With the Premier program, you receive business hour support and once we receive a broken piece of equipment we will repair or send a replacement. Both these services give you access to telephone technical support during business hours, maintenance updates as released, and 24 x 7 access to our online support portal.
FEATURES
ONLINE KNOWLEDGE DATABASE- Provides access to Array Telepresence’s technical which includes technical instructions, knowledge files, access to firmware downloads, an RMA resource page, firmware activation assistance, and frequently asked questions.
ARRAY SERVICE ENGINEER (ASE)- Array Telepresence will designate an Array Service Engineer (ASE) to the customer account. The ASE will have detailed knowledge of the customer’s Array Telepresence solution. The ASE is responsible for managing all technical support requests to resolution.
FIRMWARE UPDATES AND UPGRADES - Depending on your level of service, Array provides you with firmware updates and upgrades. Firmware updates correct firmware errors and provide security patches. Firmware upgrades provide you with major features and functionality releases.
BUSINESS HOURS TECHNICAL TELEPHONE SUPPORT - Provides you access to technical support engineers who assist you in solving issues by phone. Phone support is available during normal business hours in the designated support center’s local time, Monday through Friday, or in accordance with your agreement, excluding national and local holidays observed by Array Telepresence.
24 X 7 TECHNICAL TELEPHONE SUPPORT- Provides access to technical support engineers who assist in solving issues by phone, 24×7. Premier Plus Service only.
ADVANCED PARTS REPLACEMENT- Provides expedited replacement of all covered, failed hardware parts. If technical phone support determines that there is a hardware part failure or if there is a malfunction, a replacement part or appliance will be dispatched on the same day during business hours. Local pick-up time restrictions and customs delays may affect actual delivery time in some regions. Premier Plus Service only.
ACCOUNT-SPECIFIC TECHNICAL SUPPORT ACCESS - Array Telepresence includes account-specific phone access to a team familiar with your deployment so they can address your technical support and maintenance needs quickly. Premier Plus Service only.
Array Telepresence Support is further defined in its Terms and Conditions Documentation and is made a part of this Document by reference.
All Array Telepresence equipment in your environment must be covered under a Support contract during the first year of service.
