Support Overview
How to Receive Support
All support requests must be submitted through the online ticketing system at support@platinumslv.com, or by visiting www.platinumslv.com/support.
3 Levels of Severity
Standard Operating Hours:
Monday through Friday, 7:00 a.m.—6:00 p.m., CT Saturday and Sunday, 10:00 a.m.—4:00 p.m., CT *Excludes Federal Holidays
Support is available as outlined below. Critical system updates are available on a case-by-case basis as determined by Provider’s technician.
Level 1 (Mission Critical):
• Response within 2 hours, during Standard Operating Hours.
• Engineers available on weekends only for Level 1 requests.
• Mission Critical: an event that keeps a location from conducting its business operations, including only Sound System, Point of Sale System, and internal Network (Excludes problems with the Internet Service Provider) Level 2 (Non-Mission Critical):
• Response within 2 hours, during Standard Operating Hours.
• When necessary, Direct Tech Support by a trained technician will be available via phone for escalated issues within 8 business hours
Level 3 (Non-Mission Critical outside Operating Hours):
• Outside of Standard Operating Hours, email response within 2 hours after the start of the next standard (non holiday) business day during Standard Operating Hours
Support Services
For the one-year period following the installation, Platinum SLV will remotely provide Services to Clients according to 3 levels of severity for technical issues that may include:
Internet Outages
• Assist Client in troubleshooting common Internet issues and determine if connectivity issues are related to an outage, equipment, or devices. This is limited to the services that the Internet Service Provider provides, which may include troubleshooting Wi-Fi issues and assisting on Internet Service Provider Issues Studio Sound Adjustments and Troubleshooting
• Work with an engineer to adjust sound in the studio
Computer and Network
• Troubleshooting and configuration of POS, iPads, networking equipment, and control systems. Microphones and Body Packs
• Corrosion detection, frequency scans, repair
• Guidance for proper care and maintenance
NVR Camera System
• Troubleshoot desktop and mobile app
• Username and password creation and reset
Displays
• Troubleshoot and configure display settings for 3rd party vendors that work directly with the PSLV’s system, such as Performance IQ.
• Includes coaches, monitors, rider monitors, and displays
Studio Lighting
• Troubleshoot the system in coordination with the Lighting Engineer
• Programming the SD cards for the lighting controllers
• Issues with the lighting scenes, connectors, lights, and lighting controllers
Lobby Audio
• Troubleshoot issues with Lobby desktop computer audio settings, rack equipment, and wiring Training
• Provide remote equipment training and system training sessions