PlayBox Technology introduces 24/7 Global Customer Care

Monday, November 4, 2013

PlayBox Technology announces the introduction of a new 24/7 Global Customer Care service. This provides free round-the-clock technical support to all new and existing PlayBox Technology customers.

"High-quality after-sales support has always been a central aspect of the service we provide to our clients," explains Managing Partner and Director, Sales, Don Ash. "Our new Global Customer Care programme extends the scope and depth of this service. We are now able to offer three levels of after-sales care: Level 1 - Standard-support-without-Annual-Software-Maintenance (ASM); Level 2 - Standard-support-with-ASM; Level 3 - Full-Service-Level-Agreement (SLA). The Global Customer Care programme operates from 14 offices in 9 countries, serving the Americas, Africa, Europe, Turkey,  the Middle East, India, Southeast Asia and Australasia.  

"This new approach employs a multilevel structure designed to ensure that urgent cases are handled with high priority," adds Plamen Georgiev, Chief Product Officer. "Each customer benefits from having a single point of contact to handle all enquiries relating to a specific case. Every PlayBox Technology system has a Technical Passport which documents the history of the server and all support actions, software updates or hardware upgrades. The progress of each case is tracked to ensure successful completion. The customer receives prompt updates on the case status. Support is provided in the language relevant to each region."

The PlayBox Technology Standard-support-without-ASM package includes the provision of critical case handling on an as-soon-as-possible basis; non-critical issues are answered within 24 hours.

Customers subscribing to Standard-support-with-ASM receive immediate critical case attention. Non-critical issues are answered within 24 hours. Fixes, patches and software upgrades are provided without charge as part of this package.

Also being introduced is an optional Service-Level-Agreement. This is designed to ensure that critical issues are resolved within a specified time, the execution of predetermined action plans, channel monitoring and master control room service.

Global Customer Care can be reached conveniently via LiveChat, email or phone. Main service number is +359 2 970 3050. Support number is +359 2 971 9900. Local phone access numbers in addition to global access numbers are available in some locations.