Operational support services for our Broadcast and SCPC product lines ensure every ST Engineering iDirect partner stays in the best position to fully enhance their service offerings and maximize every competitive advantage. We provide peace of mind with top-notch maintenance and support services on a global scale. Our services are built on solid ITIL processes and delivered by highly qualified staff adhering to ISO standards.
CARE PACK PROTECTS YOUR EQUIPMENT
Care Pack support services package protects your Broadcast and SCPC product line equipment over a 3-year or 5-year period compared to the standard 1-year warranty period. It gives privileged access to the Technical Assistance Center (TAC) for Broadcast and SCPC product lines for expanded and extended protection on your equipment. We offer three suitable Care Pack service levels: Basic, Enhanced and Premium.
Care Pack Basic
Care Pack Basic is a good choice for basic support of non-critical systems or full redundant systems giving you priority access to regional technical support centers during local business hours. Care Pack Basic covers hardware repair services at our factory and maintenance software releases.
Care Pack Enhanced
Care Pack Enhanced is advised for optimizing system performance and extending equipment lifecycle but also for supporting systems where technical support response and factory repair turnaround are critical. You will access Software Upgrades which entitle you to the latest features and functionality, increasing the value of your investment. To keep you informed about the availability of new software, we send out proactive notifications and release notes on newly released software versions. You will have access to our Self-Service Portal where you can get the answers you need quickly, anytime and anywhere.
Care Pack Premium*
With Care Pack Premium, you will benefit from our 24/7 emergency technical support which ensures critical request responses and incident resolution outside of business hours; and from our Advance Hardware Replacement service which provides you with a replacement unit instead of waiting days for the equipment while it is being repaired and shipped.
*Some restrictions may apply to Premium offering because of service delivery constraints. Contact your sales representative for more details.
How to order Care Pack
You can order Care Pack along with your Broadcast and SCPC product line equipment. The Care Pack ordering number is mentioned on each product leaflet. Payment for Care Pack is due at the beginning of the coverage period. Information and pricing for Care Pack can be provided on request through your ST Engineering iDirect sales representative.
Register your Care Pack
By registering your Care Pack and telling us who the end user of the unit is, we will be able to provide valued Care Pack support. Moreover, the end user will receive an early notification on the availability of new Software Updates/Upgrades.
Register your Care Pack on support.idirect.net. Please make sure you include all Serial Numbers of the units, as well as contact details (name, e-mail and company) who will be using the equipment.