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Operations
• Sales Support
• SiO Support
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Operation and maintenance
Bringing successful IPTV solutions to the market takes expertise and teamwork. We do not only want our partners to successfully sell and deploy SnapTVs systems, but also to ensure a long term relation with end customers by taking responsibility for high availability and uninterrupted operation of the deployed systems during their life time.
Our main tools for this is the SnapTV Operation and Maintenance program.
The Operation and maintenance agreement covers the following:
Our real time system monitor keeps track of important technical parameters of the system, such as temperature, 
load, memory usage, storage usage, channel continuity, playout statistics et cetera. This information is made available
to partners through a web service where partners can log in to check the status of any deployed system. Moreover, the
monitoring system can be configured to send warnings or alerts upon defined threshold values of the monitored
parameters, to ensure you are aware of any potential problem before they turn in to real problems.
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Our software maintenance program ensures access to new minor and major software releases as they become
generally available to the market.
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Our technical assistance center provides 2nd and 3rd line technical assistance (Partner is expected to handle 1st line) 
with on-line case management and transparent view of case escalation, case progress and response time/resolution
time statistics via web login to our case management system.
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Our hardware maintenance program ensures spare parts availability, on-site repairs, return to base repairs, or active
spare parts management as seen apporpriate by the end customer.
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Service levels
We understand that different users have different requirements. To meet the variable demands, end customer can choose between three service levels, a brief summary:
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Basic |
Premium |
Exclusive |
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| 24/7 system monitoring |
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x |
x |
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| Free minor software updates |
x |
x |
x |
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| Free major software updates |
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x |
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| Technical assistance center service hours |
8-17 CET (Mon/Fri) |
8-20 CET (Mon/Fri) |
24/7/365 |
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| Response time |
Next biz day |
4 hours |
2 hours |
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| On-line login to case management system |
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x |
x |
Please contact us to learn more!
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