Imagine Field Service and Support
BACKING THE BEST TECHNOLOGY WITH THE BEST CUSTOMER SERVICE
Choosing a digital video solution is a major commitment – financially and in the amount of trust you are placing in your solution partner.
When you trust the mission-critical components of your network to Imagine Communications, you can rest assured that you are getting the industry’s most innovative video solutions as well as technical support and customer service that the competition simply can’t match.
We’re passionate about your success, which is why we have a team of video and IP-video network professionals stationed around the country and available around the clock for all of your support needs.
Additionally, we offer every Imagine customer one full year of our industry-leading Gold Support and Maintenance, a comprehensive package that includes:
- 24/7/365 phone support
- 24/7/365 web support with response times within 4 hours of receipt of your e-mail
- Remote diagnostics and remote problem resolution, bug fixes
- Minor release software updates if and when available
- 24-hour spare unit replacement turnaround (not including Sundays and certain holidays)
- Spare servers per Customer Region* at no additional charge
- Up to 5 days per year of onsite visits per Customer Region by Imagine technical support.
- Up to 40 hours per year of Imagine Professional Services per Customer Region
* “Customer Region” means a geographical area comprising one or more Customer cable systems, typically with primary and secondary master headend facilities for receiving, aggregating and distributing television content.