Customer Support & Professional Services Brochure

Customer Support & Professional Services

Grass Valley's global network of skilled service engineers and delivery infrastructure can help you deploy and maintain mission-critical products and systems from Grass Valley.

Worldwide Support. World-class Expertise.



COMPREHENSIVE SUPPORT THROUGH

SERVICE AGREEMENTS

We know uptime is crucial to your business. Our flexible Service Level Agreements are designed to maintain the performance of your systems through access to Grass ValleyTM engineers and critical support resources.

Our industry-leading customer service teams are available around the clock to rapidly diagnose and resolve technical problems, as well as proactively plan for future support, with the goal of reducing your long-term maintenance costs.

Standard Service Level Agreements

Get the coverage that is most suited to your business needs. While new Grass Valley products are backed by our standard warranty, we also offer a selection of service level agreements (SLAs) that provide additional features designed to help you increase operational efficiencies and reduce downtime. Our SLAs are the ideal way to keep your systems current with the latest software and hardware releases and to simplify your overall maintenance planning.

Customized SLA Features

Grass Valley can work with you to develop customized SLA features such as remote problem diagnosis, preventive maintenance, training plans, software migration, on-site critical spares kits, thirdparty product support, and SLA program management. These and other features enable us to create a support program to meet your specific requirements.

Dedicated SLA Program Management

For large and/or complex SLAs, we offer dedicated program managers to facilitate the delivery of services to you. The SLA Program Manager becomes your advocate by ensuring the availability of resources against committed response times, coordinating planned maintenance activities, escalating critical cases inside Grass Valley for faster resolution, and actively communicating status on all open issues.

Standard Packages:

? PartsPRO: Access to service engineers and fast delivery of replacement parts via Advance Exchange

? ServicePRO: PartsPRO + 24x7 technical support + software updates

? TechPRO: ServicePRO + on-site support

OPTIMIZE YOUR INVESTMENT WITH

SUPPORT SERVICES

Grass Valley's technical and logistical expertise comes from deep experience maintaining thousands of broadcast products for many of the world's leading media and entertainment companies. Our portfolio of support offerings leverages this expertise to assist you throughout the service lifecycle.

StartPRO Product Commissioning

Ensure product performance before you go live. Using a product-specific, multi-point checklist, our field service engineer will travel to your facility to verify that your products have been properly installed, configured, and connected to your network. This detailed system check also includes verification of cabling, software and firmware versions, network configuration, and a final product overview for your technical staff. StartPRO commissioning can also help you with upgrading and expanding your existing systems.

Technical Phone Support

Experienced technical support engineers are available via phone to answer your product questions and solve technical problems during normal business hours Monday through Friday in most time zones. Support for critical system problems is available 24x7x365. Upon receiving your call our engineers log your case in our call management system then work with you to identify the root cause of the problem.

Remote Monitoring

Hardware Repair and Replacement

If your product or system experiences a hardware failure you can take advantage of Grass Valley's hardware repair and replacement capabilities. Hardware repairs are executed at Grass Valley's factory locations and offer an economical way to remedy a product failure. When faster resolution is needed you may purchase an exchange part from our service inventory. Exchange parts are typically available for shipment from a regional distribution center near you. When the fastest resolution times are required you may also purchase a critical spare parts kit for standby access to common replacement modules.

On-site Technical Support

Based on Grass Valley's NetCentralTM SNMP-based monitoring software, Remote Monitoring improves system uptime and reliability by accelerating the resolution of system faults. With Remote Monitoring, Grass Valley keeps watch over your system 24x7 to proactively diagnose problems before they cause service outages.

Long Term Product Support

Extend the life of your older Grass Valley products through Long Term Product Support (LTPS). During LTPS we offer critical support for end-of-production products, for a period of up to 10 years after product obsolescence.

LTPS services and durations vary by product; visit support/ltps for more information.

If a technical problem cannot be corrected through phone support, Grass Valley field service engineers are available to travel to your location. While on-site the field service engineer will diagnose the problem, implement a temporary workaround when appropriate, and identify the steps needed for final resolution. Field service engineers are also available to install replacement parts, perform scheduled and preventive maintenance, and to provide general engineering support as an extension of your staff.

Key Lifecycle Services:

? StartPRO Commissioning: Verify proper installation and configuration

? H ardware Repair and Replacement: Flexible options to quickly resolve hardware failures

? LTPS: Extend the life of your older Grass Valley products

Ensure your success through

flexible EDUCATION AND TRAINING programs

Web-based Courses through Grass Valley University

Take control of your learning experience with our online, Web-based training courses. Choose from virtual classes with a live instructor or Web classes you take at your own pace and convenience. Browse our online course schedule at:



Factory Courses

Learn more about the operation and maintenance of our complete product line with a Grass Valley instructor at one of our seven worldwide training locations.

On-site Training

Save on travel costs: Our product experts can come to your location to deliver product training at your facility.

Custom Training Courses

When your workforce requires unique operations or maintenance training our consultants are available to work with you to create a custom program to meet your specific educational goals. Custom programs may include curriculum development, blended delivery (classroom, Web, asynchronous), logistics support, and pre/post skills benchmarking.

For the Americas, please contact:

grassvalleyuniversity_helpdesk@

For Rest of World, please contact:

gv.training@

For further information about our training offerings, please visit our website:



Factory or On-site

Grass Valley University

Custom Training

A comprehensive services portfolio

Grass Valley offers you a complete range of cost-effective support solutions including commissioning, training, technical support, service agreements, and remote monitoring. Whether it's configuring new equipment, training your technical staff, or solving a technical problem, you can count on our experienced team to help maintain the health and performance of every Grass Valley product.

Exchange Parts

On-site Spare Kits

Repairs

In-depth Tests

Upgrade Support

Overview Training

Spare Parts

New Parts

Commissioning

On-site Setup

Web Classes

Custom SLA

Operational Courses

On-site or Factory

Parts PRO

Tutorial and

Custom

Training

Software Support

On-site Preventive Maintenance

Service Agreements

SLA Advocate

Service PRO

Maintenance Courses

Support Services

Tech PRO

On-site Repairs

Monitoring Systems

Remote Support

? On-site Commissioning ensures new product performance

? Critical Support Services provide access to engineers and technical resources

? Flexible Training courses help unlock the value of your systems

? Standard and custom SLAs simplify your ongoing maintenance while controlling costs



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