UK +44 (0)1482 350700
Eire +353 (0)1 44-33-911
Australia +61 7 56 414 959
This section explains the procedures you should follow when you need to resolve a Technical Support Issue with a P Squared product, and also outlines what you can expect from a P Squared Engineer during a visit to your premises.
If you have a problem or query using any P Squared product, you should follow these steps in the following order to help you quickly resolve the issue. We have worked hard to ensure that you will often find the answers to most of the common questions on our website or in the relevant documentation.
Important:Please be aware that there is a difference between "Training" and "Support" - Support is provided to help you resolve problems and carry out essential preventative maintenance on your systems, whilst Training is "How do I..." type questions. You should contact your Account Manager to discuss any Training needs you may have.
If you (as the internal support person) need to contact P Squared, make sure you have the following information ready:
It may sound obvious, but before contacting us you should check that the problem is definitely with either the P Squared product, or with other hardware or software supplied by us. Although we endeavour to be as helpful as possible, we cannot guarantee to provide support for other products installed on the computer, or for hardware that was not directly supplied by us. In the case of some non-P Squared software (such as Cool Edit, or WinDAC), if we are unable to resolve the issue, we may ask you to contact the appropriate company directly. Again, we will try to resolve the issue ourselves, but sometimes we simply have to bow to their greater product knowledge.
Technical support costs may differ depending on whether the support is classified as 'in office hours' or 'out of hours'. For clarification, our normal 'Office Hours' are 09:30 to 17:30 (UK time), Monday to Friday excluding bank holidays and staff training days. We operate occasional internal staff training sessions which will result in the office remaining closed for a morning or an afternoon. These will be announced on the forum several days in advance in most cases.
Christmas Holidays - We also close for an extended Christmas break the details of which will be posted on the forum each year. All support provided in the extended Christmas break will be classed as 'out of hours'.
When you purchase a P Squared Product, it usually comes with a period of Bronze Technical Support as standard. This entitles you to unlimited Technical Support during our Published Office Hours via email or telephone for that period. Once this period expires you can then choose to renew the Bronze contract for a monthly or annual fee.
For community and education customers who are no longer in a support contract, we also offer Support on a "Per Incident" basis where a single fee covers support for that incident. You can find out more about this option by emailing firstname.lastname@example.org. The sales team is also able to provide quotes for Bronze renewal as well.
Unless previously arranged with P Squared, we will invoice you for "Out of Hours Technical Support" to the amount of £125(+ VAT where applicable). This covers you until midday for the same issue. I.e. if you call us at 8pm, you will receive up to 16 hours of technical support for that issue for one charge. Further non-related issues usually incur another support charge. Please ensure that you are authorised by your company to incur this charge before calling the Out Of Hours Support number as unfortunately we cannot be held responsible for costs incurred by un-authorised staff.
PLEASE NOTE: It is the job of the on call engineer to work with you to create a fix or work around for critical issues that are impacting directly on your broadcast service. The engineer will not be able to provide training on the software or hardware during these calls.
If you have been unable to resolve the issue after following the above procedure, you can do so in several ways:
Important:The Contract or Purchase Order you signed when you originally purchased the software includes details of how long your 'Support Period' is. During this period all support calls and emails during office hours are free of charge. If your Support Period has elapsed, then you should contact your Account Manager for pricing information for extending your Support Period, or for information about the costs for "Per Incident" Support if you are Community Radio or Educational customer.
Our support engineers are directly employed by P Squared to help you. We do not use outsourced Support Centres, temporary contract staff or other third party agencies so you can always be assured that you are dealing with the people that know the product best. We have also selected several key users from within our customer base that we may also recommend speaking to as they often have experience of using our products in more novel ways than we originally envisaged. Remember though that although we recommend them, we do not endorse their advice, or offer any guarantees on any solutions that they may provide.
We operate a two-tier system of support. A fully trained Engineer who is able to answer most queries immediately will handle your initial call. If the Engineer is unable to resolve the issue, they will move the query on to the second level of in depth support, which also includes the developers of the product. We are almost unique in providing this ability to talk directly to the software authors - who have the best knowledge of our products in the world. These engineers are often extremely busy, so we may ask for a number to call you back on as soon as possible.
We expect our engineers to be courteous and polite at all times, and if you feel an engineer has let us down, please let us know. Likewise, we ask that you also be polite in dealing with us - we understand that it can be very stressful dealing with unexpected issues at inconvenient times, but our engineers are under strict instructions to terminate any calls that are abusive or threatening. They are never reprimanded for doing so.
Our engineers are also unable to authorise any refund or other remuneration. If you feel that this is something you wish to discuss, please contact your Sales Account Manager who will be happy to go over this with you once they have been made aware of the situation.
If you have a broadcast emergency, you can page the on-call engineer and they will return your call as soon as possible. Contact details are on the office answer phone. Do not leave a message if you do not want to have your call returned. Non-emergency messages should be left on the normal answer phone, or emailed to us as above.
The following terms and conditions apply:
You must be authorised by your organisation to incur the Out Of Hours charges shown above.
Unless separately agreed, if you would like a site visit either for installation, support or additional training please be aware of the following:
You should also ensure that the area the engineers will be working in and the access to those areas is as clean and dust free as possible. Dirt and dust cause significant damage to computer components and will dramatically reduce the time until the components fail. In such cases we are unable to provide warranty repairs or replacements and the visiting engineer will warn of this accordingly on arrival giving you the opportunity to reschedule for another time. This rescheduled visit may incur further charges.
Get in Touch
UK +44 (0)1482 350700
Eire +353 (0)1 44-33-911
Australia +61 7 56 414 959
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