YOUR STORY PLAYS HERE
Home » Categories » Cablecast

Cablecast - Platinum Assurance

Applies to

  • Cablecast Systems

Answer

Cablecast Sales team announced the introduction of a new support tier in April 2018 called "Platinum Assurance". Platinum Assurance is an alternative coverage option to standard Software Assurance on a Cablecast system. Platinum Assurance includes:

  • Blanket Software Assurance on all Cablecast devices (Flex, Live, CG Bulletin Boards, VOD)
  • After hours emergency off-air support
  • Overnight loaner equipment & shipment
  • Upgrade assistance for x.x releases
  • Two hours of training per year
Platinum Assurance is an upgrade tier for pre-existing Software Assurance. The original Software Assurance coverage level is still available.

Platinum Assurance does not include hardware warranty. Hardware coverage must be purchased separately.

Platinum Assurance does not change or replace free support during business hours that has been in place for all customers. It only adds additional support on top of the included free support. If you have additional questions about Platinum Assurance, please email sales@cablecast.tv.

Frequently Asked Questions

Q: What kind of loaner equipment is provided?
A: Cablecast Community Media will do its best to provide a loaner that is comparable to your current model.

Q: Once we get the loaner equipment, what next?
A: It will be your responsibility to physically install and integrate the loaner unit. Cablecast support will assist with any data migration and configuration changes related to the loaner. Once the loaner is functional, the failed unit will be sent in for RMA. That process is repeated once the repaired unit is returned.

Q: What if I don't want to purchase the Platinum Assurance?
A: Thats okay, and its entirely optional. Platinum Assurance simply adds after-hours off-air support and loaner equipment. Without Platinum Assurance, you'll still get off-air support during business hours, and if you already have a current standard Software Assurance contract, those terms have not changed.

Q: What happens if my hardware needs servicing while I'm still using a loaner?
A: If your failed system is covered by active Hardware Assurance, it will be serviced as part of the coverage. If your failed system does not have Hardware Assurance, it will still be serviced, but you will be responsible for associated costs. Please contact sales@cablecast.tv to check the status of your Hardware Assurance. 

Q: If I don't buy Platinum Assurance, will I still get off-air support?
A: Off-air support is always provided free of charge during normal business hours. Platinum Assurance adds after hours off-air support to the standard free support.

Q: I don't have Platinum Assurance, but I'd like to switch to it. How is that billed?
A: If you have an active standard Software Assurance contract and would like to upgrade to Platinum Assurance, we will pro-rate the difference in cost so you can start receiving Platinum benefits on your current contract cycle. 

Additional Information

0 (0)
Article Rating (No Votes)
Rate this article
  • Icon PDFExport to PDF
  • Icon MS-WordExport to MS Word
Attachments Attachments
There are no attachments for this article.
Related Articles RSS Feed
Cablecast 5.2.12 is Released
Viewed 1184 times since Fri, Oct 30, 2015
Reports in Cablecast 6.1 with Producer Breakdown field shows blank
Viewed 936 times since Fri, Sep 9, 2016
Live Stream Audio Can Become Out of Sync or Glitchy
Viewed 411 times since Tue, Oct 9, 2018
Identifying Your Current Version of Windows
Viewed 1774 times since Fri, Aug 21, 2015
Network interface binding for Cablecast Device Control
Viewed 1340 times since Wed, Dec 14, 2016
Cablecast - Hardware Warranty Terms
Viewed 1103 times since Mon, Feb 20, 2017
Error message is useless when Cablecast fails to delete a file from within Digital File Management
Viewed 1564 times since Mon, Sep 29, 2014
Updating Blackmagic Drivers for Cablecast 6.4 Live Encoders
Viewed 1174 times since Mon, Mar 26, 2018
how do I setup a network share for a SxPlayerCM control module?
Viewed 1332 times since Wed, Apr 27, 2016
Operating System, & Windows Updates
Viewed 338 times since Tue, Jun 2, 2015