Support
Benchmark quality support from the industry professionals
From a standalone system to facility-wide installations. We support you every step of the way
Industry professionals appreciate the importance of high-quality support and, during the last ten years, we’ve worked hard to establish a benchmark reputation by which others are judged. We are 100% focussed on broadcast, post production and e-media applications – nothing else.
Support Services
Whether you're a freelancer or run a facility, root6 offers a support contract to meet your requirements. There’s just one number to call. No voicemail. No call-centre nightmare. We understand that when you’re paying for support, you want it quickly and efficiently. Your job – and ours - depends on it. That may be an old fashioned view but it works.
All root6 support contracts also include access to the root6 Knowledgebase, an exclusive section of our web site containing a wealth of hints, tips and valuable information.
For more information regarding our support service please call us or email Natalie
Workstation Support
Silver Support
- Business Hours cover 9am-6pm
- Telephone response from Qualified Technician within 4 business hours
- Instant access to root6 Knowledgebase. Provides: Latest updates on wide ranging technologies Management of Support call and review of historic call log Asset Log Email Support access
Gold Support
As Silver but with:
- Telephone response from Qualified Technician within 1 Business hour
- Access to preferential pricing for spares, hire and site visits
- Multi-System Discount (see below)
Gold Plus Support
As Gold plus:
- Telephone response from Qualified Technician within 1 Business/Extended Hour
- Extended hours cover 6pm to 10pm Weekdays excluding holidays and 10am to 8pm Weekends and holidays excluding Christmas Day
- Additional Discount for taking Manufacturer Maintenance
Multi-System Discounts
Discount is represented as the number of systems in support multiplied by 2.5%. This discount begins from the second system.
For example:
2 systems will get 5% Discount
10 Systems will 25% Discount
Once 20 systems are reached i.e. 50% discount the discount structure is capped at 50% for all systems thereafter.
Critical Support for Centralised Systems
In today’s modern collaborative workflows, productions are inherently reliant on centralised systems in the form of networks, shared storage and asset management systems. Although typically these systems have layers of redundancy, constant operation without selective maintenance can diminish performance and reliability. In this critical area, system failure will impact the entire scope of the operation and therefore responsive, expert technical support is essential.
A unique level of experience and expertise, garnered through years of practice installing and supporting cutting edge technologies, defines our service and enables us to diagnose, respond and resolve issues in the shortest practical timescales.
Our expertise encompasses bespoke scripting for SAN management, remote dial-in diagnostics, automated alert systems, custom configurations to optimise performance, as well as user management including active directory and open directory integration. We can provide centralised system support for SANs and ancillary equipment not installed by us following a detailed system audit which is normally chargeable. As support costs will depend on configuration, please call to discuss.
Business Hours
9am to 6pm weekdays excluding holidays
Extended Hours
6pm to 10pm Weekdays excluding holidays and 10am to 6pm Weekends
and holidays excluding Christmas Day
Out of Hours
This represents all times not defined above
Response Time
We aim to give immediate response but guarantee I hour response
time within contract hours above
Maintenance Visits
Includes 3 maintenance visits per annum.
Please note maintenance will take the form of onsite visit or remote dial in through internet connection