Services & Support

Deployment Experts

A dedicated team of qualified engineers is at your service to help you deploy our solutions in your environment.

Project Manager
Our Project Manager is your dedicated point of contact for the whole durations of the project. The PM follows the execution of the agreed statement of work, controls the schedule, and guarantees the quality of delivered products.

System Engineers
In close touch with the evolving technology landscape, our system engineers have a deep knowledge of our products and of the technical background of IPTV and OTT. They possess the expertise to diagnose the best configuration of solutions for your environment to reach the maximum performance of our products.

Factory Integration Services

Beyond standard product preparation, we provide value-added services before shipment of the purchased products:

• Default network equipment set-up & configuration
• Network topology modeling
• Standard system pre-configuration
• End-to-end system testing
• Documentation preparation
• Packing on-site

Installation Services

Once delivery is done, our engineers can also help you with the following tasks:

• Equipment checking & racking
• System power-up
• Site-specific system configuration
• End-to-end testing in your environment
• Site Acceptance
• Technical assistance during commercial launch

Training

Our Training department’s mission is to give our customers the means to operate every day tasks on our products, and understand level 1 maintenance procedures. Advanced training is a must for providing the best quality service to the end users. At the end of the session, trainees should understand and know:

• the product components
• the software architecture
• how to start and stop the system
• how to use the system administration GUI for monitoring and configuration
• the main operational maintenance procedures
• Beyond standard product trainings, we can also arrange on-demand training on specific topics.

SLA

Broadpeak proposes tailored Service Level Agreements that provides access to a team of skilled engineers, who have a deep knowledge of technical solutions. The objective is to help our customers maintain the required level of performance for our products. Three types of Service Level Agreement (SLA) contracts are available : Silver, Gold and Platinium.

Silver

• Business hours technical email support
• Extended hardware warranty (parts and labor)
• Software maintenance

Gold

• Business hours priority technical email and phone support
• Extended hardware warranty (parts and labor)
• Corrective maintenance with guaranteed response time

Platinum

• Business hours priority technical email and phone support
• 24/7 technical phone support
• Incident logging and tracking through web access
• Corrective maintenance with guaranteed service restoration time
• Advanced exchange with shorter delivery time
• Preventive maintenance & advanced monitoring