Services and support plans for your SNS products
24×7 support plans, training, installation, workflow consulting, and on-site services available
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.
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.)
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
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
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 |
Workflow consulting, training, on-site, and installation services also available.
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!