Intranet and workflow support - support options and SLAs

With many of our applications being in mission critical use, it is vital that you can count on the ongoing support, advice and upgrades from your vendor.

In a worldwide roll-out, you must be able to count on support any time of the day or night, which is why with Smart Media you can select from a variety of support options, including 24*7*365.

We will be happy to tailor support arrangement to meet your business needs. However, the standard support options have been developed together with our customers and should offer a good baseline:-

Basic Support Pack
Offers unlimited Telephone/Email support, with support hours 0900-1730 Mon-Fri. Your request will always be routed to a knowledgeable person who knows your application.
Enhanced support
In addition to the basic support pack, this level of support gives you a rapid response delivered via ISDN access to your server. Compared to any onsite maintenance, this gives you the convenience of rapid solution without any hassle to your staff or need to host visitors.
Retail support
You can extend the support hours 9 am – 6 pm Mon-Sat.
Cover is provided from 8 am till midnight, Mon-Sun 364 days a year basis (excluding Christmas Day). Our support staff understands the need for uninterrupted operations and preventative maintenance in anticipation of special peak times often associated with the entertainment business and sporting events.
Mission critical and global e-commerce
24*7*365 with remote access.
Onsite visits
With all support options you can call for on-site visits and out-of-hours cover by special arrangement, for example during launch or network changes.
Managed services
If your IT resources are limited, you can also take advantage of our managed services, where we entirely manage your servers - whether at your premises or as arranged by us.

We currently support users and installations throughout the UK, in the USA and mainland Europe.