Services and support plans for your SNS products
24×7 support plans, workflow consulting, training, and remote/on-site installation services available
Comprehensive, responsive, professional services
Enhanced services and support from SNS offer your organization all-inclusive hardware, software, integration, and interoperability coverage for every SNS product—leading to increased uptime, productivity, and overall satisfaction with your workflow.
Support Plans 
Choose the technical support plan that best fits the needs of your organization. Plans offer varying degrees of SLA, phone availability, advanced replacement, and software upgrades.
Choose Your Plan
Installation Assistance
We’ve logged millions of miles installing systems, and we’ve accumulated immense experience along the way. We offer both on-site installation and remote commissioning services to guide you through every step… or to complete the whole job for you so that it’s even easier than plug and play.
EVO Suite Training
Our product and workflow experts can take you through basic daily use, customize a session for your staff, and help your team get the most out of EVO and the EVO Suite of software tools.
MAM Migration
If your current MAM system has become so complicated that no one wants to use it… we can help. Ask about our custom migration services to get your existing metadata into ShareBrowser MAM.
Workflow Consultation
Not really sure where to start? Our team can assess your current workflow and offer consultative support. We can keep it light, or go deeply into a wholesale rearchitecting of a new storage-centric, multi-tier, multi-NLE workflow for your entire organization.
What people are saying
“The SNS support team has been excellent, providing us with reliable advice and assistance whenever needed.”
“When we weighed EVO against the competition, the other companies we considered just didn’t seem to have the same quality of support that SNS has.”
“The SNS support team is awesome. They are patient, thorough, and easy to get in touch with when you need them.”
“We work on big projects but we’re still a small team, and we don’t have IT staff to set everything up. EVO and the SNS support team make everything really easy for us.”
“SNS should host a master class on how to run a customer support team. The entire department is outstanding with hands-on, attention-to-detail level of service.”
“I really can’t say enough about the support team. They are great, always working hard, following up, and eager to help.”
“The support team at SNS is terrific. We email them, and they start helping us immediately. Then they follow up afterwards to make sure they did everything right. It’s wonderful knowing that level of support is available if we ever need it.”
“The support has been really great. They are not just knowledgeable about fixing everything we need, but organized about when and how it would happen.”
Annual support plans
You have questions—we have answers
SNS’s technical support service is designed for fast, convenient access to expert support when you need it most.
Available in Basic, Standard, and Premium levels, our support plans offer up to 24×7 emergency assistance—helping you keep projects moving forward without delays.
Experts at your service
The teams that provide our services are staffed by industry veterans with extensive background in media production, storage, and networking. (We prefer not to call it IT around here, but yeah, we’ve got that too.)
Our goal is to go above and beyond, respond faster than SLA requires, and deliver exceptional customer service.
No gap fees, ever
Upgrade your service tier anytime without facing gap fees or reinstatement fees.
Upgrade to premium support
Our Premium Support Plan provides you with the highest access to Studio Network Solutions’ expert engineers—professionals who understand the way you work and know the hardware and applications you use.
Benefits include:
- Responsive, comprehensive, one-call, one-source solutions
- Access to 24×7 emergency telephone support
- Unlimited email support
- Advance hardware replacements
- Quarterly check-ins from a dedicated partner appreciation manager
- Peace of mind knowing your investment is fully protected
What’s included in your support plan?
Basic support is included for the life of your SNS product. Standard is our most popular option, offering phone support and faster response times. For the fastest response and best customer support experience, upgrade to Premium.
| Basic (included) | Standard (annual) | Premium (annual) | |
|---|---|---|---|
| Email Support | ✅ | ✅ | ✅ |
| Telephone Support | ❌ | ✅ | ✅ |
| 24×7 Emergency Support Phone Hotline (Response within 1 Hour) | ❌ | ❌ | ✅ |
| Response Time during Normal Business Hours (M-F, 9am-6pm US/Central) | Within 48 Hours | Within 36 Hours | Within 24 Hours |
| Elevated Priority in Support Queue | ❌ | ✅ | ✅ |
| Online Access to Case History | ✅ | ✅ | ✅ |
| Online Access to Knowledge Base | ✅ | ✅ | ✅ |
| Proactive Quarterly Check-ins from SNS | ❌ | ❌ | ✅ |
| No Reinstatement Fees | N/A | ✅ | ✅ |
| Advanced Replacement on Failed Components under SNS Warranty | ❌ | ❌ | ✅ |
| Replacement Shipping on Failed Components under SNS Warranty | Ground or Equivalent | Express or Equivalent | Priority or Equivalent |
| Free Major Software Upgrades on Eligible Systems | ❌ | 25% Off | ✅ |
| Free Minor Software Upgrades on Eligible Systems | First Year Only | ✅ | ✅ |
| Remote-assisted OS Upgrades for Eligible EVO OS Release Versions | ❌ | ✅ | ✅ |
| Initial Hardware Warranty | 2 Years | 2 Years | 2 Years |
Email and phone support available Monday-Friday, 9am-6pm US/Central, excluding holidays. Emergency 24×7 support hotline exclusively reserved for Premium members experiencing system-wide disruption impacting business continuity. Upgrade eligibility depends on various system factors, including hardware age and serial number.
Systems sold before September 2023 include a 1-year initial hardware warranty. Hardware warranty begins upon shipment from the factory and is not extended by support renewals. Extended warranty options are available.
Purchase and renew
To purchase or renew your support plan please contact SNS or your preferred reseller. For tracking purposes it may also be helpful to provide your system’s serial number and your company’s email domain name.