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Overview


Customer Care Support Services

NXT Capture team of trained and certified professionals is available 24/7 to answer your need for technical support, parts replacement, and equipment repair. If the situation calls for an onsite consultation, NXT Capture is ready to help with any of your capture support needs.

 

With our Customer Care Program, you receive the hardware and software support your capture solution needs, tailored to your attraction’s unique environment and processes. We strive for your maximum return on your investment while minimizing your total cost of ownership.

 

The Customer Care Program covers all shapes and sizes of systems, with three tiers of contract options: One-Year Warranty, Preferred and Onsite.

 

Customer Care Program

*Advanced parts replacement and warranty repair subject to manufacturer policies and programs
Feature 1 Year Warranty Preffered Onsite
Service Level Guarantee
Unlimited Technical Phone Support (8 to 8ET M-F)
Priority Help Desk Queue
Advanced Parts Replacement/Repair on Select Equipment*
Warranty Parts Repair/Replacement*
Software Updates and Upgrades
Escalation Support
Onsite Service/Response
Online Service Portal
Annual Business Review

 

If you have any questions about what you’ve read or are considering a project for your organization, call us at +1 (866) 242-1482 or click on the contact form.


Capabilities


Customer Care Components

Through our Customer Care Program, we provide you with the hardware and software video conferencing support your solutions require for maximum uptime. NXT Capture safeguards your investment and environment with our 24/7 global help desk, software update and upgrades, warranty, and parts repair and replacement.

  • Unlimited technical phone support – provides the technical assistance you need during extended business hours.
  • Priority help desk — fast-tracks your calls to provide a quick and effective response.
  • Advanced parts replacement — advance ships replacement parts the next business day from the manufacturer once defective product has been identified.
  • Parts repair — fixes or replaces defective equipment. Repairs can be done at the customer site or at nxt|systems.
  • Software updates and upgrades — help ensure all your equipment is kept up to date with the latest features.
  • Escalation support — provides management of escalating issues with manufacturers to resolve open items.
  • Onsite service/support – sends our certified technical personnel to your site when an issue cannot be addressed remotely.
  • Annual or quarterly business reviews — assesses your open cases and needs from the previous period and discusses future plans of expansion or changes.
  • Online service portal — keeps you up to date with easy access to information on open trouble tickets and their status.

 

Customer Care Program Upgrades

Exclusive

This optional package can be added to the Preferred or Onsite programs. For companies that require additional support, this selection provides exceptional value.

Exclusive Coverage Option Adds
Unlimited Technical Phone Support
Dedicated Support Team
Version Control
Add/Move/Change Management
Account Reporting and Trend Analysis
Quarterly Account Reviews
2 hrs Remote Admin Training
  • Version control manages and maintains your software to assure consistent functionality and performance. This is a scheduled and coordinated service to ensure equipment access will not disrupt use by end users.
  • Add/move/change management accommodates the addition, relocation or other changes made to your devices and infrastructure.
  • Account reporting and trend analysis provides reporting of trouble tickets, call statistics, RMA history and more.
  • Quarterly account reviews with your support team lets you discuss with us any open issues or needs.

 

Preventive Maintenance

Through scheduled visits, NXT Capture’s qualified technicians will check on the operational health of your equipment and remedy any situations that require attention. We will clean or replace Filters, screens and/or replace bulbs if needed and make adjustments where required.

*Remote Alarm Response available with nxt|systems Video Managed Services offering.
Preventative Maintenance Adds
Scheduled Maintenance Visits
Dedicated Suport Team
Test System Functionality
Clean/Replace Filters and Screens
Replace Bulbs (if applicable)
Adjust Alignments
Check Logs (if applicable)

Advantages:

  • Provides a single help desk resource for a customer with multiple support contracts.
  • Handles the logistics of domestic and international service calls.