24/7 Support Service

24/7

PlayBox Neo Ltd. offers Technical Support and round-the-clock Customer Care.

 

The following Support options are available for all PlayBox customers:

 

Customers with expired Annual Software Maintenance & Technical Support (ASM&TS) subscription:

  • Assistance will be provided via e-mail only.
  • S/w Fixes, patches and software updates are NOT available.

* The Support Team response time can be reduced by purchasing Annual Software Maintenance &Technical Support Subscription OR signing SLA Agreement.

 

Annual Software Maintenance and Technical Support (ASM&TS) Subscription:

  • For Clients that have a Valid ASM&TS Subscription that has purchased products from PlayBox Neo
  • 24/7 Support is via email and ticketing system, or via live chat on PlayBox Neo website (https://www.playboxneo.com/support) or Telephonе
  • Clients will receive Priority ticket handling and remedy within 8 hours or less, via remote access by Broadcast Support Engineer, if needed.
  • Immediate Critical Case Handling via Live Chat
  • Clients can download the latest software versions that have updates, bug fixes etc. and also receive help from support to install these new versions**

** Please contact your PlayBox Neo representative or e-mail support@playboneo.com, thus we will be able to analyse your system and advise on your upgrade options. Please before installation of new software versions contact your local PlayBox Neo engineering team to assist in the software installation and configuration, which will ensure your smooth operation

 

SLA Agreement (includes ASM&TS):

  • Includes support for all clients that have a Valid SLA Agreement for Purchased products from PlayBox Neo
  • 24/7 Support is via email and ticketing system, or via live chat on PlayBox Neo website (www.playboxneo.com/support) or Telephone
  • Dedicated phone line available 24/7.
  • Highest Priority ticket handling and remedy within 4 hours or less, via remote access by Broadcast Support Engineer, if needed.
  • Clients with SLA Agreement can also download the latest software versions that have updates, bug fixes etc.
  • Receive help from support to install these new versions**

           ** Please contact your PlayBox Neo representative or e-mail support@playboxneo.com, thus we will be able to analyse your system and advise on your upgrade options. Please before installation of new software versions contact your local PlayBox Neo engineering team to assist in the software installation and configuration, which will ensure smooth operation.

 

Visit our customer support page for contact information