Q:Complete Support Plans

Services and support plans for your SNS products

Q:COMPLETE Premium Benefits

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.

  • 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

One source. One solution.

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 profitability.

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.

Order Services

24×7 support plans, training, installation, workflow consulting, and remote/on-site services available

Comprehensive, responsive, professional services

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.)

Support plans

Choose Basic, Standard, or Premium technical support to best fit the needs of your organization. Plans offer varying degrees of SLA, phone availability, and advance replacement.

Choose from a plan below.

Installation

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.

Training

Our product and workflow experts can take you through basic daily use, customize a session for your staff, or go deeply into a wholesale rearchitecting of a new storage-centric, multi-tier, multi-NLE workflow for your entire organization.

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 for your MAM.

Training and migration

Support Plan Options

Choose the plan that fits your organization.

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
Elevated Priority in Support Queue √ √ –
Software Upgrades Free (Minor only) √ √ 1st Year
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 and all after-hours support 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!