Help Desk
ETV Interactive is committed to providing its customers with a high level of personal service. All calls made for support are handled in accordance with an agreed Service Level Agreement.
Hours of operation
The help desk is currently manned at least 12 hours per day, 7 days per week. Once the new help desk is launched, we will offer a 24×7 help desk. An urgent response team with experienced help desk and software engineers are on call to respond during these times.
Product up time
The ETVi solution is a mature product and has been deployed commercially across the world in continuous 24×365 operation since 2003. Partial service down time is scheduled from time to time to allow for essential software enhancements to be upgraded and routine maintenance to be carried out. Full service up time statistics is near 100%.
Preventive maintenance
The Operations Team work hard to meet a rigorous preventive maintenance schedule, which is designed to keep the ETVi solution in prime condition. Remote diagnostics is carried out daily to monitor the state of all ETVi active devices. On-site visits are scheduled to complement ETVi remote diagnostics capability.