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Technical Support

Digital Nirvana's support team consists of dedicated professionals with unmatched expertise in supporting Broadcast Monitoring solutions.

A customer can submit a request for technical assistance to the Digital Nirvana Help Desk via email, or telephone. This allows customers to create Service Requests (SRs), giving customers more control over their support needs. When a customer contacts the Help Desk by telephone or email, a technical support representative logs the inquiry into Digital Nirvana's call-tracking database and provides the customer with an SR number. All inquiries received via email, or phone are prioritized and assigned to a Technical Support Engineer for further investigation and resolution of the issue.

Digital Nirvana continuously monitors SRs to facilitate appropriate progress and resolution time of a customer issue and notifies customers regularly of the status and activities associated with the given SR.

Telephone and email support

Digital Nirvana's technical support team is specifically trained to perform troubleshooting activities over the telephone or by email. Depending on your specific needs, service options range from coverage on an 8-hour x 5 days a week, Monday to Friday basis to full 24 x 7 x 365 days-a-year coverage via toll-free telephone (where available), email, or the Internet.

System Monitoring

Depending on your organization, you might need assistance through remote monitoring of your installation. A Digital Nirvana technical support team member will provide a level of remote monitoring determined by you and Digital Nirvana. Following the monitoring event, we will produce a report detailing the status of the system and make recommendations for improvements where necessary. Additionally, any issues found will then be routed through the normal technical support channels on your behalf.

Support Engineer Training

Customers supporting their own Digital Nirvana product installations can have their support engineers trained by Digital Nirvana. The training goes beyond the advanced product training, covering diagnostic techniques, remedial actions, and recovery procedures. Each Digital Nirvana trained engineer will learn to identify the cause of any system failures and restore the system to operating mode and/or define a workaround - without involving Digital Nirvana.