Services

  • Highly skilled customer service team
  • MaaS-solutions offering
  • Multi-level SLA-agreements fitting your needs
  • 3rd Party SLA Agreements included
  • Predefined set of monthly support or 24/7 support
  • Periodic preventive maintenance/health checks
  • The Mediability services offering range from Mediability-as-a-Service solutions for live streaming, to support and maintenance of on-premise installations, flexible service level agreements and 24/7 or fixed hours support agreements, as well as our own defined Mediability-as-a-Service offering.

    We know that you value having predictable support agreement in place, that ensures and guarantees support and maintenance service availability. We have therefore invested in local support resources, with a highly skilled team of Engineers, Technicians and Solution Architects, making sure you have a team of expert support engineers available when you need us.

    Support

    For general service and support, send an email to support@mediability.com with detailed description of the problem you want to have resolved.

    Support requests can also be logged via our website. A service technician will contact you as soon as possible.

    On-site support and maintenance

    Mediability offers on-site support and maintenance to ensure sustained service and system performance by performing recommended preventive measures and making improvements to the customer’s installations. Skilled technicians on-site can also assist and offload local technical staff by providing local user support and taking over maintenance and operations responsibilities of technical equipment.

    Service Level & Contract Management

    We aim to further improve our partner’s support and service deliveries by Our suppliers offer very good support services, both within the warranty period and through its own SLA agreements. All repairs are logged by through our service portal, and a service report will be sent to the customer as evidence when the case is closed. See overview of our Services offering below.

    Contact Support

    For general service and support, please send an email to support@mediability.com, with a detailed description of your problem and how to reproduce.

    A service technician will contact you as soon as possible.

  • Services Offering

  • Partner SLA

    Mediability offers 3rd party SLA agreements through our strategic partners.

    Services are delivered by Mediability’s partners and vendors, as Grass Valley, AWS Elemental, NewTek, Quantum, Nevion, Evertz, and many more. See our Partners overview on www.mediability.com/partners

    Partner SLA is perfect for anyone who are looking for having a single point of contact for their services agreements negotiations and SLA contracts management.

  • Flex SLA

    Mediability Flex SLA is our most flexible service agreement, offering customers access to a discounted quota of support and maintenance, in addition to preventive, regular maintenance to reduce incidents and improve stability and performance.

    • 4 hours response time
    • 2-100 hours included support per month
    • Online servicedesk with self-service, knowledge articles and ticket status available 24/7

    Options

    • Included 3rd Party Agreements
    • Periodic preventive maintenance/health checks

    With a Flex SLA support agreement in place you are guaranteed response and availability from our expert team. Regular maintenance performed by trained professionals increases performance, capacity and stability of your services and systems throughout their lifetime. We extend your technical capacity with adding staff resources from Mediability with high availability and short response times.

  • Advanced SLA

    With our Advanced SLA package we offer our 3rd party vendor services agreements with added support and maintenance from local Mediability experts. This ensures coverage of hardware or software issues, as well as provide access to skilled local service engineers for support and maintenance. We offer several levels, fitting your needs, with:  

    • Partners and vendors Support and Maintenance agreement as core
    • Mediability local staff handling 1st line support
    • Business hour support and 24/7 support offering
    • Regular maintenance, software updates and proactive monitoring services
    • Highly critical systems monitoring, regular on-premise maintenance and complete end-to-end coverage from Mediability’s partners and vendors   

    Advanced SLA is the right service agreement of choice for any critical systems operations, where high availability and accessibility are key factors.

    Advanced Silver
    SLA agreement based on our partner’s support and maintenance offerings with the added benefit of local Mediability Services staff handling first line support to further improve quality of service and customer satisfaction. Includes local Mediability Services support during office hours and handling of all partner agreements.

    Advanced Gold
    Mediability’s Advanced Gold agreement further extends our partner’s mission critical 24/7 support services with Mediability’s local support during business hours. Regular Maintenance, software updates and proactive monitoring services are available to further improve system performance and stability. Contract and Service Level Management is always included to provide the Customer a Single Point of Contact for both commercial and service delivery aspects of the service.

    Advanced Platinum
    The Platinum agreement is specialized for highly critical systems and services. It includes local 24/7 support from Mediability Services, monitoring, regular on-premise maintenance, and full end-to-end coverage from our partners.

  • MaaS SLA

    Our Mediability-as-a-Service (MaaS) SLA agreements offer an all-inclusive service agreement, including lease, operations and OPEX based models customized for your operational needs.

    Various response times and support hours are available.

    MaaS SLA fits anyone who are looking for a complete outsourcing of a specific system or either parts of or entire systems operations. With our MaaS SLA offering we tailor an agreement to your needs, where Mediability takes care of 3rd party agreements, 1st line support, equipment purchases and hosting, maintenance and upgrades, amongst other.   

  • Contact us today at sales@mediability.com, for discussing what service agreement fits your needs.

    +47 482 81 000 (NO)
    +46 (0)8 564 85 330 (SE)
    +45 33 60 50 60 (DK)
    +44 7770 362489 (UK)

    Partners

    We work with a range of technology partners and deliver products and solutions from a wide range of high profile companies and brands as Grass Valley, LiveU, Viprinet, Nevion, NewTek, AWS Elemental, Vizrt, Promotheus, Provys, Quantum, ARRI, Sony, Panasonic, Canon, Sachtler, LitePanels, Anton Bauer, Teradek, AJA, BlackMagic, Evertz, Marshall Electronics, and LYNX Technik AG, and more.

    See our Partners page here for more information.