Support designed to keep your screens on.
There's a lot riding on your digital engagement campaigns. Our multifaceted support program keeps your network up, your screens on, and your campaigns running.
ComQi's comprehensive support program includes a variety of options that can be customized to your needs and budget.
Proactive Monitor
Staying one step ahead
Utilizing the EnGage CMS network management toolsets, our Proactive Monitoring program provides powerful remote device management and diagnostic tools that will catch and resolve most network issues remotely. This helps avoid the need for costly truck rolls. In the case of network failures, disconnected media players, or screen status errors, ComQi can be contracted as the first, second or third line of support. Our flexibility allows you to utilize ComQi as their full-service help desk or as an addition to any existing help desk infrastructure you may have.
Ticket Portal
Transparency, Visibility, and Responsibility
ComQi's ticket portal is integrated with our EnGage CMS. This means that EnGage will create support tickets the moment it detects any problems, designating them as "Urgent," "High," "Medium," or "Low" priority. Support tickets can also be opened directly by our clients using our online support portal, our dedicated customer support email, or our customer desk phone number.
Clients can view their support tickets at any time in ComQi's online support portal. Ticket views can be filtered to show open, resolved, or all tickets. All tickets will show their current status, and reports can be run at any time.
First Response & Issue Resolution times for each priority level are defined in our agreed-upon Service Level Agreements.
On the first business day of each month, or on a schedule that you would like, ComQi can issue a “Customer Support Scorecard.” This report will list the total number of tickets received, SLA compliance, average response and resolution times, as well as other details.
Device Management & Remote Resolution
Limiting costly tech visits and truck rolls
Within the EnGage CMS, we feature a deep toolset for the management of media player devices, LCD panels, or other display technologies. The system provides real time status for these, as well as the health and status of the network whether it's fixed Cat5, WiFi, 5G, or other. In the event of a problem, we can very often reboot the devices providing remote resolution of the issue, avoiding tech visits and truck rolls.
In-Field Services/Break-Fix Issue Resolution
Maximize Network Uptime
Every ComQi customer has a customized Master Services Agreement (MSA) and a Service Level Agreement (SLA). Within these documents, we define the exact services for the management and deployment of in-field services and break/fix procedures. While every customer has different needs, these services will ensure the highest levels of uptime customized to your requirements.
- Minimize store downtime with ComQi-managed on-site break-fix and issue resolution services
- Spares pool and warranty management managed by ComQi to rapidly service your network
- On-site resolution time to service your environment
- Provide an end-to-end rapid response from initial diagnosis to resolution
- Dovetails seamlessly with Customer Support Desk to keep truck rolls to a minimum
