Support

Support levels and responsibilities

First Level

  • First point of contact for customer inquiries and problems
  • Solving simple and common problems
  • Forwarding of complex problems to 2nd level support
  • Examples: Check power and internet connection, reboot system
  • Jurisdiction:  End customer or integrator 

Second level

  • Responsible for resolving complex issues that cannot be resolved by first level support. 
  • Creation of temporary solutions to maintain the customer's business processes. 
  • Examples: Reconfiguration network and media player, firmware update
  • Jurisdiction: Integrator

Third level

  • If the system fails to run despite reconfiguration and updates, third-level support is provided. 
  • Development and implementation of durable solutions. 
  • Examples: Adaptations to software or hardware
  • Jurisdiction: Integrator (supported by distributor / manufacturer)

Our support offer

You need our help with your digital signage project? Our team will be happy to help you. Contact us so that we can solve your problem as quickly and easily as possible. We are also happy to find solutions for more complex problems. We distinguish between the following types of support. 

Support types

Free support

  • Detailed discussion of CMS programming in case something doesn't work out as desired.
  • Joint review of potential causes of failure if a system is not running.
  • Free support
  • Form of support: By phone
  • Time frame:  Approx. 30 min. 

Paid support

  • Testing and adjustment of programming.
  • Preliminary exchange with extensive tests or clarifications to solve the problem.
  • Paid support without guarantee of success
  • Form of support: Online Meeting, Remotely, In Person, etc.
  • Time frame:  Is estimated and offered in advance. 

contact support

Do you need help? We would be pleased to support you in finding a solution.

Media Solutions Ltd.
Parking Street 1
5012 Schönenwerd
Switzerland

Support request

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