Grass Valley has announced a new support agreement portfolio designed to keep systems running and to help customers plan for their long-term maintenance needs. The new portfolio will be managed by the Grass Valley Global Services division.
The new support agreements are designed to enhance the standard Grass Valley warranty with cohesive global support processes to ensure a consistent experience when interacting with Grass Valley call centres or when issues are escalated. Grass Valley provides a global presence with global access to call centres, global technical phone support, advance parts exchange and software updates.
“Our new support agreement portfolio is now more balanced and in-tune with what our customers have been asking for — two distinct and easy to understand levels of service, with the ability to customise any support agreement for any situation,’ said Aengus Linehan, senior VP of Global Services for Grass Valley. “While Grass Valley support has always been second to none, our new agreement portfolio allows us to better serve our existing customers and new customers looking to simplify their maintenance needs.’
The three support agreements types are:
Basic: This provides the same level of services as the standard warranty plus basic response time commitments. It focuses on non-critical environments, where customers want access to parts replacement and software updates.
Elite: This provides 24×7 technical phone support with a guaranteed four-hour response time for critical cases. Elite support also provides advance parts exchange and free software updates and upgrades.
Custom: When operational needs require a unique mix of responsiveness, resources and preparedness, Grass Valley Global Services works one-on-one with customers to craft a customised support agreement with features such as hardware migration, on-site critical parts stock, critical response times, dedicated permanent staff at the customer’s premises, third-party product support and more.
