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
Inside the SNS Support Lab
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.
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 |
| Elevated Priority in Support Queue | √ | √ | – |
| 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!
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