Support

The key to any successful video system deployment is outstanding pre-and-post sales support. ConnectVIEW’s highly trained team of video system engineers and technicians has the technical skills and experience to assure complete customer satisfaction. To stay abreast of the latest advances in video and network technologies, our support team is fully trained and certified on all of the products and equipment that we sell. We specialize in designing and installing large, complex video systems and have the sophisticated networking expertise needed to make streaming video work seamlessly and reliably in any customer environment. We also offer a comprehensive set of Professional Services to those customers needing custom or advanced system integration solutions.

Our exceptional service begins with system specification and design, an in-depth process designed to clearly identify system, network, and usability requirements. Using this information, we then develop a system proposal that includes the following key elements:

• Network planning and design, including video distribution and bandwidth conservation
• System and server software
• Hardware
• Installation services
• Training
• System documentation
• Maintenance and support

To ensure that every system meets or exceeds customer expectation, we also provide Project Implementation Planning and management with every large video system that we sell. As part of our system installation process, we also include system testing and customer access to our own internal support Knowledge Base. All customer support calls are logged electronically using a sophisticated Customer Service Software (CSS) program that generates and tracks trouble tickets and assists in rapid problem resolution. Using a unique private login, customers can remotely access this system to see trouble ticket status and view all online documentation on a 24/7/365 basis.

Service Level Agreements

At ConnectVIEW, support begins with the Service Level Agreement (SLA), a customizable service plan that is tailored to meet the unique needs of each customer. As proof of our commitment to customer service, we back up our SLA’s with a financial penalty (a percentage of the contract value at 5% per incident, payable in cash to the customer) to ConnectVIEW if service guarantees are not met.

With a proven track record and decades of combined technical expertise, our goal is simple: We want to turn satisfied customers into raving fans with every system that we sell.