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.)

Choose Basic, Standard, or Premium technical support (see table below) to best fit the needs of your organization. Plans offer varying degrees of SLA, phone availability, and advance replacement.
We’ve logged millions of miles installing systems, and we’ve accumulated immense experience along the way—we’d love to help you. 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 literally easier than plug and play.
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.

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!

 

 

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