A new generation of Support Services
Pharos has pioneered a new generation of technical and operational support management for broadcasters and service providers using live web reporting and a 24/7 technical support centre. To date over 95% of reported issues are successfully resolved within agreed response times, this is achieved using the Pharos Information Centre for remote diagnostics. A combination of skilled support and sophisticated remote access through the Information Centre allows Pharos to support and maintain customer systems around the world, without sending engineers to site.
Consistent investment
Pharos currently invest 20% of revenue toward developing new support methods and our in-house support services manage call logging, fault reporting and tracking using the Supportworks enterprise incident management system. This is available to customers via a web browser interface and Pharos Support can also be contacted via telephone or email directly. Supportworks allows us to monitor our progress and success rate in resolving support requests.
Pharos Information Centre and Supportworks incident management for remote support and maintenance
Services for the long term
Pharos aim to maintain customer relations for the long term. At the end of each project delivery our Project Teams will hand over to our Support Services Team who provide day to day support, periodic maintenance and software upgrades to ensure the highest level of reliability with all Pharos systems.
Pharos Support ensures:
- Pharos support is always available.
- Access to the latest Pharos software updates
- Return to base warranty for Pharos hardware
- Support for business-critical systems
Pharos Support Services engineers are on-call and they are experienced in discriminating between simple incidents, detailed investigations and more complex issues which may involve third-party applications and hardware.
Expect more
As a unique addition to our Support Services, Pharos also offers extensions to cover first-line support of third-party technology such as video servers and storage subsystems. This allows us handle diagnostics and configurations directly on behalf of our customers.