MediaCentric™ provides Help Desk technical services to manufacturers, Pro-AV dealers/VARS and end-users. These services include; remote diagnostics, installation and commissioning support for field technicians, end-user technical support and various training programs. MediaCentric™ helps customers avoid costly delays, service interruptions and system downtime through maintenance plans that support all aspects of audiovisual integration, unified communications and networking technologies
- Tier 1 Support: Basic level support. Technical Operator gathers the customer information, analyzes symptoms, and determines the issue at hand. The issue is either resolved at this level or transferred to Tier 2.
- Tier 2 Support: Administrative level support. Admin assists Tier 1 with basic technical problems and reviews the work order to evaluate the status and duration of the issue. Specific information regarding the equipment and/or the application is gathered. Requirements may include diagnostic testing, physical testing or replacing of hardware before transferring to Tier 3.
- Tier 3 Support: Highest level support. Specialist provides assistance to Tier 1 and 2 with the issues documented as highly difficult or advanced. Previous tier work orders and resolution time frames are reviewed. New customer information and issues are documented and evaluated. If needed high level problems are sent to the original developers for in-depth analysis at critical stages to resolve the issue.