Support

We provide support to complement your existing skillset and build long-term partnership 

Pixel Power’s Support team provides a prompt, skilled and friendly service. We’ve been delivering high standards of customer support for nearly four decades, and we take great care in maintaining this vital part of our service.

Our Support team has unrivalled product knowledge and expertise, and they assist with the day-to-day running of your solution. This includes assistance with trouble-shooting, error analysis and resolution.

Pixel Power offers various different support options, with clearly defined levels of support service.

As a trusted technology partner, we provide the peace of mind that your system will stay operational – help is always on hand when you need it!

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Where we can help

Following the deployment of new installations, it is important that engineers and operators know they can call upon our support team if they need any assistance. Our engineers have decades of experience with Pixel Power solutions and of working on the front line of broadcasting.

As time passes and your installation matures, new features and standards will inevitably become available as we continue to develop and improve our solutions. We remain here for you, helping to make sure your solution is kept up to date and can continue to scale and meet your business challenges.

Your support team

Pixel Power is proud to have a reputation for high levels of staff retention. Many of our engineers joined us from broadcast and media companies. They understand the importance of working with a proactive and responsive support team, and they provide the level of dedication and support they would expect to receive.

Relationship building, trust and responsiveness are at the heart of what we do – and our support team takes great pride in living these values.

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Where we can help

We recognize that no two customers deploy our solutions in the same way; each customer has a workflow and a set of third-party integrations that is unique to them. We therefore designed our range of services and service level agreements to provide the type of cover that meets these varying requirements.

We always aim to explain our costs transparently, deliver expert assistance and ensure complete peace of mind.

Operational assistance

  • Assistance and escalation management of reported issues
  • Operational questions answered to ensure your operators maximize their knowledge of the features and functionality of your solution
  • Issue replication
  • Assistance with third-party integration issues
  • Operational training available online or in-person
  • Our Creative Services team can support with various stages of delivering your graphics, whether a new channel launch or existing channel rebrand
See our Creative Services page

Technical assistance

  • Ongoing support to ensure system performance is optimized
  • On-site or remote support for product upgrades
  • Assistance with minor configuration changes and optimization
  • Proactive checks can be carried out to raise alarms and prevent outages
  • Hardware issue diagnostics, exchange and repair assistance

Monitoring

  • Assistance configuring monitoring tools within the system, logging, alarms, reports, journals, etc. Proactive email alarm monitoring depending upon SLA in place
  • Remote system checks and preventative maintenance
  • Comprehensive logging to help monitor your solution or diagnose a reported issue

Service Level Agreements

  • Platform – for standalone products providing support services for non-critical operations
  • Silver – for solutions where operation is more critical and requires higher prioritization and a more comprehensive service package
  • Gold – for solutions that are complex and time critical. These systems require top priority

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