This is how we proceed
We help you out when you first contact us by guiding you through minor operations to solve the problem. We can provide both a first and second line of support here.
If the problem is not solved through the helpdesk, we provide remote support. You are issued a support ticket via our ticketing system. We establish a secure connection with your screen via Teamviewer and we solve the problem from a distance, from reconfiguring the player to replacing corrupt files.
If remote support cannot solve the problem, we dispatch our Field Service Engineers. They will come on location, analyse the situation and do what is necessary to solve the problem, from a network error to replacing defective hardware.