International. Milestone Systems announces the launch of a technical support service called Milestone Care, which reaffirms the company's ongoing commitment to maximizing the business value of video management systems for our partners and customers.
Milestone Care can help minimize risk and downtime and reduce technical support costs through a comprehensive technical service tiered offering, including – but not limited to – direct assistance in the implementation process and day-to-day operations and troubleshooting of the video infrastructure.
Milestone Care complements the technical support customers are already receiving from Milestone's network of trained and highly skilled distributors. Partners and customers have the option to take advantage of Milestone Care through the most comprehensive and flexible technical support package. The service is designed to offer customers different levels of assistance depending on their needs, for example it can provide support at any time and every day of the week or only during the weekends.
Stadium video surveillance is one of the many applications in which Milestone Care can provide an important service. For example, Leicester City Stadium (in England) has one of the most modern CCTV systems in the country – consisting of XProtect software, 80 cameras and 2 video recorders – that provides video coverage to all areas of the stadium.
"On a normal day of sporting events, there can be around 32,000 people inside the stadium and our job is to make sure we provide all of them with a safe environment. If any of the cameras fail at some point, we could stop visualising about three or four thousand people," explains Paul Lewis, operations manager at Leicester City Football Club. "This is why we are extremely reassured that Milestone technical support is available via telephone, 24 hours a day, 7 days a week and every day of the year," he adds.
Additionally, stadiums in Latin America are improving their security systems, seeking to become safe places for football fans. This is the case of most of the Brazilian stadiums in which matches of the 2014 World Cup were played, where more than 100 cameras were installed in each of them to monitor in all corners.
All of Milestone's product and service offerings are marketed exclusively through Milestone's business partners, who are able to deliver the right solution for each customer, along with the specialized technical support service levels they need most, when they need them. The Milestone Care service organization can leverage all of Milestone Systems' global resources by providing that service locally.
The Milestone Care service consists of different levels:
Milestone Care Basic – Included in all Milestone products, this package provides access to online technical support resources and user forums. The service includes online access to the latest versions of all Milestone software and Device Packs to update camera drivers. Additionally, this service level offers 30% credit when you upgrade a Milestone software product to the latest version of the same product or when you upgrade to a more advanced tool.
Milestone Care Plus - This package offers the features of the previous option in addition to advanced remote technical support alternatives with the Milestone Customer Dashboard monitoring service. This is an online remote monitoring diagnostic service, managed by a Milestone partner that aims to perform system health checks and resolve issues without the need to involve customers. This level of service provides full investment protection, with 100% credit when upgrading from the current version of a Milestone software product to the new version of the same product or when upgrading to a more advanced tool.
Milestone Care Premium – In addition to the benefits of the above packages, this level includes priority direct technical support via email and phone line, as well as specialized assistance 24 hours a day, 7 days a week and for 365 days a year and can be provided in the customer's preferred language. Priority handling and pre-established response times with service level agreements ensure reliable and fast resolution to problems.
Milestone Care Elite - In addition to the services mentioned above, this package provides a customer-only Milestone technical account manager, this being Milestone's highest possible level of support. Priority handling and pre-set resolution times with service level agreements ensure that any sensitive issues the software presents will be resolved quickly and professionally. Customers have direct access to Milestone Systems' internal technical support systems, which have in-depth knowledge of how the VMS works.
Complementing Milestone's video surveillance software and hardware products, the company offers a comprehensive portfolio of services designed to maximize the value of products available to its partners and customers throughout the entire investment lifecycle. Together, the services include a wide range of pre-sales, customization and after-sales solutions:
Custom Development – Adaptive and integration services help Milestone ecosystem partners meet specific customer needs by taking full advantage of the flexibility of open platform technology.
Milestone Professional Services - System installation and optimization services enable you to fully realize the full potential of a Milestone solution, while improving system performance for stable, smooth operation.
Milestone Care – This set of technical support and operational maintenance options is available to Milestone customers through the company's partners. It was designed to ensure proper operation and a high return on investment.
"Milestone is making the addition of new services and moving towards an important business focus for our partners and customers to achieve the maximum performance of their open platform technology solutions. Our goal is to support every step of the way they take with Milestone," explains Kenneth Hune Petersen, director of sales and marketing at Milestone Systems, who also adds that "since we are a leading company in the world, we understand the need for our customers to have comprehensive services that provide specialized resources to meet multiple needs, both today and in the future."
Milestone Care is sold to end customers exclusively through authorized Milestone partners. The solution is available from July 1.
