SUPPORT
DIVD fully embraces its solutions and no matter the challenge, we'll handle it. Everything from application level support and content processing to technical operations and systems hosting is covered. Put simply, we take care of all technical and operational handling for your solution so you can focus on building your revenue streams.
Software support will be provided via telephone and email, on a subscription basis, Mon-Fri, 9am-5pm, CST. All calls are logged into DIVD's Help Desk system which is accessible to you via an Internet interface. The Help Desk features include trouble tickets entry, ticket history tracking, and knowledge base access.
When you hire DIVD Support Services, you can be certain you are getting a reliable partner that uses professional representatives on the telephone and in answering your emails. From 2 to 200 calls per day, if you want the best solution for support, look no further.
Example
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Support for and Content Management of Hundreds of Kiosks
A Fortune 50 telecommunication company ("TelCo") required Tier 1/Tier 2 support for hundreds of its in-store kiosks including monitoring, remote content management and a Help Desk, with ticket management.
Solution: The DIVD support team provides Tier 1/Tier 2 support between 9:00 a.m. and 5:00 p.m. (CST), Monday through Friday. DIVD also receives content from Telco and converts it to a compatible HD format and distributes the content to the kiosks (different kiosk groups can receive different content packages). A dashboard is accessible by TelCo to monitor kiosk status including heartbeats, location, store manager contact information and content version. Finally, a customized Help Desk database has been created and maintained with reports available for TelCo review.