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Comprehensive, responsive, professional support

Q:COMPLETE™ Premium Support provides you with fast, convenient 24×7 access to Studio Network Solutions’ expert engineers – professionals who understand the way you work and know the hardware and applications you use.

One source. One solution.

Q:COMPLETE Premium offers your company all-inclusive hardware, software, integration and interoperability coverage for every SNS product – leading to increased uptime, productivity and profitability.

Q:COMPLETE Premium Benefits

  • Responsive, comprehensive, one-call, one-source solutions
  • Access to 24×7 emergency telephone support
  • Unlimited email support
  • Advance hardware replacements
  • Peace of mind knowing your investment is fully protected

 

SNS Support Lab

Inside the SNS Support Lab

 

Q:COMPLETE support plans have been designed to enhance every SNS product. Make Q:COMPLETE Premium a part of your solution.

Ask your reseller for details about available technical support plans.


Support Plan Options

Workflow consulting, training, on-site, and installation services also available.

Premium (Annual) Standard (Annual) Basic
Telephone Support (US/Central) 9am – 6pm 9am – 6pm
24×7 Emergency Support Phone Hotline Response within 1 Hour
Email Support
Email / Phone Response SLA Within 24 Hours Within 36 Hours Within 48 hours
SNS On-Site Support (Per day) 50% Day Rate 75% Day Rate Day Rate
Remote Desktop Services (Per hour) 50% Remote Rate 75% Remote Rate Remote Rate
Online Access to Case History
Access to Online Knowledge Base
Advance Replacement on Failed Components Under SNS Warranty
Priority Replacement Shipping on Failed Components Under SNS Warranty
Standard Replacement Shipping on Failed Components Under SNS Warranty
Standard Warranty 1 Year 1 Year 1 Year
Extended Warranty 10% Hardware 10% Hardware 10% Hardware

 

Coverage and response times Monday through Friday, 9am – 6pm US/Central for normal phone and ticket system monitoring. Holiday exclusions apply. 24×7 emergency support phone hotline reserved for customers with active Premium annual membership who are experiencing system-wide disruption affecting business continuity. SLA is not representative of average times — our responses are generally quite fast and customers have much praise for our excellent support team!

 

 

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