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More than just
technical support...
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Scala’s approach to product development is to continually add value to the software throughout its life cycle, meaning that subscribers to the Scala Service Plan, or “SSP”, receive frequent updates based on issues that have been reported by them.
An SSP customer also receives upgrade protection - if IC4 comes out during the covered year, the customer will receive the product at no charge.
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Since the release of IC3 in February of 2002, Scala has provided significant value in these updates. Scala and TechMedia are committed to continue to provide a similar level of support and ongoing upgrades during the coming year and beyond.
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Scala’s SSP offers the following services to enrolled customers:
- Major and minor software upgrades
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- Unlimited access to Level 2 Technical Support
- Support via phone, email, and Internet (web)
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Level 1 Support consists of:
- Setup and configuration of all software and hardware
- Basic content creation, scheduling and publishing in Designer
- Creating jobs, scheduling jobs, sending jobs, retrieving logs, and general operations in NetManager
- Installation and configuration of any optional Exes or Reporter
- General "How To" type questions
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Level 2 support is intended for our existing partners or complex situations and questions that end users may have. Level 2 support consists of:
- Advanced setup and configuration issues that are extra ordinary
- Installation and configuration of the Broadcast Server
- Most ScalaScript questions (not including Windows Scripting)
- Issues regarding linked content
- Advanced troubleshooting and deciphering of error messages
- Bug reports and escalation to R&D
- New hardware considerations
- New Windows OS updates and recommendations
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Additionally, TechMedia & Scala are happy to discuss your needs should you require further support such as advanced scripting or configuration of a hard drive for a particular hardware platform.
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IC3 Designer
