Grass Valley’s global network of skilled service engineers and delivery
infrastructure can help you deploy and maintain mission-critical
products and systems from Grass Valley.
Customer Support &
Professional Services
Worldwide Support. World-class Expertise.
Our industry-leading customer
service teams are available
around the clock to rapidly
diagnose and resolve technical
problems, as well as proactively
plan for future support, with the
goal of reducing your long-term
maintenance costs.
Standard Service Level Agreements
Get the coverage that is most suited to your business needs. While new Grass Valley products are backed by our standard warranty, we also offer a selection of service level agreements (SLAs) that provide additional features designed to help you increase operational efficiencies and reduce downtime. Our SLAs are the ideal way to keep your systems current with the latest software and hardware releases and to simplify your overall maintenance planning.
Customized SLA Features Grass Valley can work with you to develop customized SLA features such as remote problem diagnosis, preventive maintenance, training plans, software migration, on-site critical spares kits, third-party product support, and SLA program management. These and other features enable us to create a support program to meet your specific requirements.
Dedicated SLA Program Management
For large and/or complex SLAs, we offer dedicated program managers to facili-tate the delivery of services to you. The SLA Program Manager becomes your advocate by ensuring the availability of resources against committed response times, coordinating planned mainte-nance activities, escalating critical cases inside Grass Valley for faster resolution, and actively communicating status on all open issues.
COmPREhEnSIVE SUPPORT ThROUGh
SERVICE AGREEmEnTS
We know uptime is crucial to your business. Our flexible Service Level
Agreements are designed to maintain the performance of your systems
through access to Grass Valley
™engineers and critical support resources.
Standard Packages:
• PartsPRO: Access to service engineers and fast delivery of replacement parts via Advance Exchange
• ServicePRO: PartsPRO + 24x7 technical support + software updates
StartPRO Product Commissioning Ensure product performance before you go live. Using a product-specific, multi-point checklist, our field service engineer will travel to your facility to verify that your products have been properly installed, configured, and connected to your network. This detailed system check also includes verification of cabling, software and firmware versions, network configuration, and a final product overview for your technical staff. StartPRO commissioning can also help you with upgrading and expanding your existing systems.
Technical Phone Support
Experienced technical support engineers are available via phone to answer your product questions and solve technical problems during normal business hours Monday through Friday in most time zones. Support for critical system problems is available 24x7x365. Upon receiving your call our engineers log your case in our call management system then work with you to identify the root cause of the problem.
Hardware Repair and Replacement If your product or system experiences a hardware failure you can take advantage of Grass Valley’s hardware repair and replacement capabilities. Hardware repairs are executed at Grass Valley’s factory locations and offer an economical way to remedy a product failure. When faster resolution is needed you may purchase an exchange part from our service inventory. Exchange parts are typically available for shipment from a regional distribution center near you. When the fastest resolution times are required you may also purchase a critical spare parts kit for standby access to common replacement modules.
On-site Technical Support
If a technical problem cannot be corrected through phone support, Grass Valley field service engineers are available to travel to your location. While on-site the field service engineer will diagnose the problem, implement a temporary workaround when appropriate, and identify the steps needed for final resolution. Field service engineers are also available to install replacement parts, perform scheduled and preventive maintenance, and to provide general engineering support as an extension of your staff.
Remote Monitoring
Based on Grass Valley’s NetCentral™ SNMP-based monitoring
software, Remote Monitoring improves system uptime and reliability by accelerating the resolution of system faults. With Remote Monitoring, Grass Valley keeps watch over your system 24x7 to proactively diagnose problems before they cause service outages.
Long Term Product Support
Extend the life of your older Grass Valley products through Long Term Product Support (LTPS). During LTPS we offer critical support for end-of-production products, for a period of up to 10 years after product obsolescence.
LTPS services and durations vary by product; visit
www.grassvalley.com/support/ltps for more information.
OPTImIZE YOUR InVESTmEnT WITh
SUPPORT SERVICES
Key Lifecycle Services:
• StartPRO Commissioning: Verify proper installation and configuration
• Hardware Repair and Replacement: Flexible options to quickly resolve hardware failures • LTPS: Extend the life of your older Grass Valley
products
Web-based Courses through Grass Valley University Take control of your learning experience with our online, Web-based training courses. Choose from virtual classes with a live instructor or Web classes you take at your own pace and convenience. Browse our online course schedule at:
https://university.grassvalley.com
Factory Courses
Learn more about the operation and maintenance of our complete product line with a Grass Valley instructor at one of our seven worldwide training locations.
On-site Training
Save on travel costs: Our product experts can come to your location to deliver product training at your facility.
Custom Training Courses When your workforce requires unique operations or maintenance training our consultants are available to work with you to create a custom program to meet your specific educational goals. Custom programs may include curriculum development, blended delivery (classroom, Web, asynchronous), logistics support, and pre/post skills benchmarking.
EnSURE YOUR SUCCESS ThROUGh
fLEXIbLE EDUCATIOn
AnD TRAInInG PROGRAmS
www.grassvalley.com
Factory or On-site Grass Valley University Custom Training
For the Americas, please contact:
grassvalleyuniversity_helpdesk@grassvalley.com
For Rest of World, please contact:
gv.training@grassvalley.com
For further information about our training offerings, please visit our website:
www.grassvalley.com Upgrade Support Overview Training Commissioning In-depth Tests On-site Setup SLA Advocate On-site
Spare Kits Repairs Exchange Parts Spare Parts New Parts Custom SLA Parts PRO Service PRO Service Agreements Tech PRO Web Classes On-site or Factory Training Maintenance Courses Operational Courses Tutorial and Custom Software Support Monitoring Systems Support Services Remote Support On-site Preventive Maintenance On-site Repairs
• On-site Commissioning ensures new product
performance
• Critical Support Services provide access to
engineers and technical resources
• Flexible Training courses help unlock the value of
your systems
• Standard and custom SLAs simplify your ongoing
maintenance while controlling costs
A COmPREhEnSIVE
SERVICES PORTfOLIO
Grass Valley offers you a complete range of cost-effective support
solutions including commissioning, training, technical support, service
agreements, and remote monitoring. Whether it’s configuring new
equipment, training your technical staff, or solving a technical
Service Engineers LEGEND
Factories / Repair Centers Central Parts Depot Call Center Americas São Paulo Europe Casablanca Dubai Mumbai Singapore Kuala Lumpur Hong Kong Beijing Tokyo Kobe Sydney Melbourne Upgrade Support Overview Training Commissioning In-depth Tests On-site Setup SLA Advocate On-site
Spare Kits Repairs Exchange Parts Spare Parts New Parts Custom SLA Parts PRO Service PRO Service Agreements Tech PRO Web Classes On-site or Factory Training Maintenance Courses Operational Courses Tutorial and Custom Software Support Monitoring Systems Support Services Remote Support On-site Preventive Maintenance On-site Repairs
With skilled broadcast engineers in more than 20 countries and local
infrastructure in every major region Grass Valley delivers the industry’s
leading customer support and professional services offering.
WORLDWIDE SUPPORT.
WORLD-CLASS EXPERTISE.
Access our knowledgeable engineers with any question or maintenance issue:
Americas: +1 800 547 8949 (toll-free), press 2 or +1 530 478 4148 EMEA/APAC: +800 80 80 20 20 (toll-free) or +33 1 48 25 20 20
