Qvest Media Managed Service & Support Specialists in Managed Service & Support in the Broadcast IT Environment

An important factor for business success in broadcasting and media companies is the maximum availability of IT- and AV-based systems. This requires support management with the right services for all business areas.

Qvest Media Managed Service & Support provides precisely this cross-business and functional scalability. Our services and support levels are therefore exactly tailored to the needs of our customers, since technical architecture, personnel structure and financial resources require a coordinated approach in support management. And aside from all individual requirements, the primary goal is always the enduring optimisation of customers' business processes. We achieve this through expert system availability management, risk minimisation, protection from outages and streamlining IT cost structures.

Overview
Service
Monitoring & Preventive Maintenance Maintenance Updates & Improvements
Support
First Level Support Second Level Support Third Level Support
Reaction & Resolution Time
9.00 a.m. - 6.00 p.m.: NBD Individual 24/7/365
Provisioning of Services
Telephone TTS Remote On-site

Technical support for every requirement with our service level programs

Every equipment pool is different and no two system infrastructures are alike. This is why we offer three support programmes, Priority Support, Manufacturer+ and Managed Services, that cover the typical service requirements of our customer groups.

Prioirty Support program

With the Priority+ programme, Qvest Media offers protection against the typical default risks of individual products. In close cooperation and as a certified service centre for various manufacturers in the AV and broadcast environment, we ensure the functionality of your broadcast and AV equipment. As a customer of our Priority Support you enjoy short response times and exclusive maintenance and repair conditions. You have access to a fully equipped pool of replacement equipment.

Manufacturer+ program

The Manufacturer+ support program is best for companies that want to sensibly expand the services of products and solutions used in their infrastructure and production chain. With tailored service packages, we raise the level of support far beyond the manufacturer's standard service to a noticeably higher level. Manufacturer+ from Qvest Media is primarily suitable for external support of enterprise customers with their own service & IT department.

Managed Services program

We have developed our Managed Services Program for the maintenance of complex data centers and broadcast IT infrastructures consisting of systems from a wide range of manufacturers. Our Managed Services are aimed at enterprise customers who want to outsource all or part of the service management and ongoing maintenance of their broadcast IT infrastructure.

  Priority Support Program Manufacturer+ Program Managed Service Program
Description
  • Prioritized processing of repairs
  • Technical support (e-mail, phone)
  • Response times
  • Technical field service
  • Backup
  • Expansion of the manufacturer support offer with Qvest Media expertise
  • Prioritized handling of disruptions and licensing issues
  • Backline technical support e-mail and telephone hotline
  • Response times
  • Technical field service
  • Professioneller Services (Updates, Upgrades, Maintenance...)
  • Asset, version and contract management
  • Individual Service Level Agreement
  • Technical responsibility for one or more technical areas usually includes:
    - Technical Support (1st + 2nd Level)
    - Agreed recovery times
    - System monitoring, maintenance
    - Updates/ Upgrades
    - Asset, version and contract management
    - On-premise spare management
  • Service is provided on-site, can be combined with Manufacturer+
Service hours Mo-Fr 9-18

Support:
Mo-Fr 9-18
Emergency hotline 24/7

Professional services:
24/7, upon request

upon request
Response times

Support:
8 hours

Fild service:
Next Business Day

Support:

  • Emergency: 15 minutes
  • Major: 4 hours
  • Minor: 24 hours

Field service:

  • Malfunctions: Next Business day
  • Professional services: upon request
  • Emergency: 5 minutes
  • Major: 15 minutes
  • Minor: 45 minutes
Recovery times - by individual agreement
  • Emergency: 60 minutes
  • Major: 2 hours
  • Minor: 24 hours
Professional services after expenditure/offer after expenditure/offer By arrangement. Scope and evaluation criteria are to be precisely defined in the contract.
On-site fault clearance after expenditure/offer after expenditure/offer
Updates/ Patches -
  • Deployment: ✔
  • Integration: bookable (based on time & material)
Upgrades -
  • Deployment: ✔
  • Integration: bookable (based on time & material)
Preventive maintenance - bookable (based on time & material)
Regular disaster tests - -
Minimum contract runtime 12 months from delivery 12 months from delivery 24 months

Partners & Certification

As a leading systems architect, we possess the highest level of expertise for the integration and the ongoing support of broadcast IT-based system environments. This expertise is also reflected in our support partner network. Further information on our global networking can be found in our Global Partner Network.

Partner Certifications

 

Avid ACSR Elite

With Avid ACSR Elite certification, we have the highest possible status that an Avid Certified Support Representative (ACSR) can attain. It proves our extensive technical skills at the highest level for all Avid products and solutions within the ACSR programme.

 

Adobe Anywhere Integrator

Adobe Anywhere is an open platform from Adobe® that enables users to implement collaborative, cloud-based workflows. With Adobe Anywhere it is possible to create editing platforms that can be integrated into existing storage environments and which give access to project data and media from the Adobe Creative suite of programs. As a certified Adobe® Anywhere Integrator, we have the expertise to integrate Adobe Anywhere as an end-to-end solution and to manage it from a systems perspective. 

 

CCNA - Cisco Certified Network Associate

CCNA certification is proof of our extensive knowledge in the fields of network administration, routing, switching and troubleshooting Cisco solutions.

Further Certifications

Members of our service teams also hold the following certifications:

  • EMC ICSP
  • EMC ICIE
  • Stornext Certified Administrator SNFS
  • Stornext Certified Administrator Storage Manager
  • Stornext Diploma on Scalar i6000
  • ProMedia Carbon Administration
  • Microsoft Academy Gold Member

Cases & Projects

Top-class Technology for Top-class Sport

Top-class Technology for Top-class Sport

Only the best for top-class sport – we set up one of the world's largest media centres for processing, producing and distributing live sports for Arab sports broadcaster beIN SPORTS at the Doha campus. Learn more »

Integrated Storage Platform for SWR

Integrated Storage Platform for SWR

Our company was responsible for the entire implementation of a file-based production system as part of the new development of the SWR broadcasting studios in Stuttgart. Learn more »

Playout Centre for Changing Tasks

Playout Centre for Changing Tasks

Etisalat, the largest telco provider in the United Arab Emirates, tasked us with building a multi-format playout centre with more than 20 channels. Learn more »

For more information

Transforming Media Landscape

Shorter technology life cycles, evolvement of disruptive technologies, growing competition and system complexity drive media companies to rethink and adapt their own business models. Learn more »

Managed Business Operations

In light of the digital transformation of the industry, today’s broadcast infrastructures are increasingly IP-based and IT-driven. Video-on-Demand has changed the TV landscape forever and content is already available everywhere and anytime. Learn more »

Rental Solutions & Services

In our rental business we distinguish between dry hire for daily operations and special solutions as mobile rental systems for deployment at major sports events, shows and concerts. Both areas have one thing in common – they are tailored to meet the specific requirements of our customers such as producers, TV stations and event organisers. Learn more »