Support Contract Information
At SGL we take the business of customer support very seriously. You need to know that your media is safe by ensuring your system is in the best operating
condition.
With twenty years of experience in the vital business of archive and content management we want to ensure that having started a relationship with SGL, we continue to work with you for years to come.
Support Contract Options
The SGL Support Contract provides you with the peace of mind to know that if something happens, our support team will respond quickly and professionally. We strive to provide timely resolutions to issues while keeping your system up to date with updates and improvements.
We’ve put together three support options, listed below, enabling our customers to choose which level is best for them. Your SGL account manager or Director of Support will be happy to advise you on the best option.
Support Options Hours of Operation Days Available Response Time Contract Level One:
Office hours 0900 - 1700
Customer local time Monday - Friday 4 hours Contract Level Two:
24 x 7¹ 24 hours Monday - Sunday 4 hours
Contract Level Three:
Critical care² 2 hours
¹ After hours support does not cover i) System reconfiguration
ii) Training
iii) Non-emergency issues
² Critical care cover is only available to those with 24 x 7 cover already in place.
Support Contract Options
The SGL Support Contract is primarily in place to assist you in re-establishing a workflow once the issue has been reported. If required, the support team will identify any issues that may require additional development or feature enhancements and report them to the proper channels. By
allowing the SGL support team to remotely login to your system, this allows for faster recovery time during mission critical events. Below are some of the ways we carry this out and other important features of all SGL Support contract agreements. While this document provides a good overview, please review the Support Agreement for details of the contract.
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Logging Process
The online method to open a Support ticket is the preferred method of contact with the Support team at www.sglbroadcast.com/support. This is monitored by the Support team 24/7.
Alternately the team can be contacted at [email protected].
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Acknowledgement process
An SGL support representative will respond to your case within four hours of the issue of the support ticket.
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Remote assistance
Our support team will assist you remotely to have the SGL system working as commissioned as soon as possible.
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Remote tools
SGL uses a variety of software tools to access your system. These will be provided and may include GoToMyPC; GotoAssist; TeamViewer.
These tools are used to enable our support team to identify and report system bugs to the
development team. Should their investigations result in a feature request being identified, this will be discussed and a functional specification for the development drawn up for agreement.
Service Features and Benefits
Raising a Support Issue
The most efficient way to raise a support issue is via our wesbite www.sglbroadcast.com/support/
This method of contact should be used as soon as you identify an issue in order that your support ticket is generated ahead of others in the system.
Your SGL sales contact cannot raise a support ticket on your behalf so we recommend making sure this address can be easily accessed by your system management staff.
As well as through the website, the SGL Support portal allows you to open tickets, view the status of your existing tickets and will include a comprehensive product knowledge base. To access the portal, visit https://portal.teamsupport.com/login.aspx?OrgName=SoftwareGenerationLimited and enter your email address.
If, for some reason, this link is unavailable please visit www.sglbroadcast.com/support/ to access the portal.
Support Hours & More
The SGL support team is able to perform remote upgrades during normal business hours, which are:
Monday to Friday 0900 – 1700 local time
Arrangements for such upgrades must be made in advance with the work to be completed during normal working hours.
If an After Hours Upgrade or system configuration is required outside normal business hours, or on-site support is needed, professional services charges will apply at the current rate.
What if it’s not an SGL issue?
Your support contract does not cover server or library hardware, however there are times that the issue is hard to define.
SGL is proud of the support engineers knowledge of the overall system and are happy to assist in helping to identify the failed component which can then be handled by the proper manufacturer.
What’s not included
All SGL support agreements offer a great deal, however there are a few areas where we are unable to help. The following is not included as standard but in certain circumstances help may be available by booking Professional Service Days with your account manager:
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On-site support.
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Third party software or hardware.
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System configuration changes.
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Consultation to workflow changes or editorial/technical changes to established workflow.
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Major software enhancements.
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New SGL products.
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The addition of system slots, drives, nodes or products not included in the original SGL order.
Support Details
www.sglbroadcast.com Corporate Headquarters
Hampshire, UK Tel: +44 1489 889930 Fax: +44 1489 565825
US Office Ohio, US Tel: +1 513 618 6108
APAC Office Balcatta, Western Australia
Tel: +61 4150 88619
Copyright ©2016 SGL.
All rights reserved. This information is correct at the time of publication, specifications are subject to change. Any reproduction of any content in this datasheet, in any format, is expressly prohibited without written consent of SGL. All logos and trademarks are the property of their respective owners.
