Overview
PlayBox Technology offers a comprehensive Customer Support programme as a supplementary addition to its products and solutions. This programme is designed to ensure continuity, performance, and operational reliability across all deployments.
In addition to standard support services, PlayBox Technology provides On-site Service, Training, and Consulting at the current published charge-out rates.
As part of its ongoing commitment to innovation and service excellence, PlayBox Technology continuously enhances its support capabilities through the integration of advanced technologies, including intelligent, human-supervised support systems designed to improve responsiveness and overall customer experience.
Prerequisites
Customers must hold a fully paid and valid Annual Software Maintenance and Technical Support agreement for a minimum period of one year to access support services.
Costs
It is understood and agreed that the costs for the Annual Software Maintenance and Technical Support have been fully met by the Customer in order to enter into and maintain the Support Contract.
Service Support
The following support services are available to Customers holding a outside the Active Support and Maintenance agreement:
- Online live technical support via Live Chat available from 09:30 to 18:00 British Local Time, Monday to Friday, excluding weekends and UK Bank Holidays
- Email technical support available from 09:30 to 18:00 British Local Time, Monday to Friday, excluding weekends and UK Bank Holidays
Support services, including access to AI-assisted support systems and escalation to human support engineers, are strictly available only to Customers holding a valid and active Annual Software Maintenance and Technical Support agreement.
PlayBox Technology reserves the right, at its sole discretion, to limit, suspend, or refuse the provision of support services where the Customer’s agreement has expired, lapsed, or is otherwise not in good standing.
In such cases, PlayBox Technology may, at its discretion, offer support services on a chargeable basis or require the Customer to renew or reinstate the agreement prior to providing further assistance.
Customers without a valid agreement may continue to receive limited only, without entitlement to human escalation or defined service level commitments.
ASM Contract Coverage
PlayBox Technology delivers support services through intelligent, AI-assisted systems operating within a human in the loop framework.
Support capabilities are tailored according to the specific product or solution deployed by the Customer. Dedicated, product-specific intelligent agents are utilised to ensure that all interactions are context-aware, accurate, and aligned with the operational characteristics of the system in use.
For Customers using the modern product portfolio, including Cosmos, AirBox Mega ICX, OTT Stream, and Ad Server platforms, AI-assisted support capabilities are embedded directly within the software environment. These inbuilt intelligent agents are designed to assist Customers in navigating the system, accessing relevant operational guidance, and initiating support requests seamlessly within the workflow.
The support workflow is designed to be intuitive and efficient. Customers initiate a request through the AI-assisted agent, receive immediate, context-aware guidance with clear steps to resolve the issue, and where necessary, the agent automatically escalates the request to a qualified human support engineer. This escalation is performed seamlessly, with all relevant diagnostic data, system context, and interaction history transferred without requiring the Customer to repeat information.
For customers operating legacy product lines, including PlayBox Neo, AI-assisted support is delivered through a dedicated external support platform. This platform provides a structured interaction model where the customer engages with a specialised AI-assisted agent that guides troubleshooting, gathers required information, and manages escalation to human support where necessary.
All support interactions are initially handled by the relevant AI-assisted support agent aligned to the customer’s product environment.
Customers holding a valid active support and maintenance agreement are entitled to escalation to qualified human support engineers, including live chat, email, and direct voice communication channels, where appropriate and depending on the level of severity:
- Severity 1 Critical Issues will be addressed as soon as possible
- Severity 2 Non-Critical Issues will be responded to within 24 hours on working days
All escalations, final diagnosis, and resolution actions remain under the supervision and control of authorised PlayBox Technology support personnel.
These capabilities are designed to enhance and accelerate support delivery and do not replace human expertise.
Software fixes, patches, customisations and upgrades are made available as part of the service.
Documentation
PlayBox Technology will provide Customers with relevant documentation in the English language relating to upgrades, error corrections, and enhancements.
Documentation is available for download from the PlayBox Technology website at no additional cost.
Customers may arrange translation of such documentation but must obtain prior written consent from PlayBox Technology before distribution or use of translated materials.
Support process
During standard office hours, support requests are handled through PlayBox Technology’s intelligent support systems, with continuous oversight from the Customer Support team. Outside office hours, requests may continue to be processed through the same intelligent systems with escalation to appropriate support centres where required.
Standard hardware warranties apply. Where a component is covered under the manufacturer’s warranty and replaced free of charge, no additional costs will be passed to the Customer. If a component is not covered under warranty following diagnostics, the Customer will be responsible for the full replacement cost.
All shipping costs to and from PlayBox Technology are the responsibility of the Customer.
Support Requirements
All support requests are initiated and managed through PlayBox Technology’s agentic AI-assisted support system, which guides the Customer through the structured submission of all required information and directly answers questions and assists the Customer with the next steps of the process.
For further clarification and troubleshooting, the system may request and assist with the collection of relevant diagnostic data, including:
- PlayBox Report log file
- Clear written description of the issue
- Screen capture illustrating the issue
The AI-assisted support agent validates the completeness of submitted information and may prompt for additional details where required to ensure efficient handling.
In legacy systems, where necessary, the system may facilitate secure remote access to the Customer’s environment to be provided to the support engineer in order to support diagnosis and resolution in accordance with defined service levels.
Delays in providing requested information or access may impact response and resolution times.
Exclusions
Issues resulting from incorrect operation, including but not limited to unsupported file formats, unverified content, unauthorised system modifications, or external factors such as viruses, are not covered under this agreement. PlayBox Technology reserves the right to charge for resolution of such issues.
This agreement does not cover faults requiring on-site intervention. Where such cases arise, Customers will be informed and any associated costs will be agreed in advance.
Escalation Procedure
PlayBox Technology is committed to responsive and effective support.
- Escalation Level 0 – The Customer submits a request through the agetnic AI-assisted support system. A service ticket is created and tracked.
- Escalation Level 1 – If unresolved, the issue is escalated to a Level 2 Support Engineer.
- Escalation Level 2 – If required, escalation is made to the Support Manager.
- Escalation Level 3 – Final escalation is made to the Head of Support.
All escalation stages retain full context from prior interactions to ensure continuity and efficiency.
