Milestone Systems, the Danish IP video management software (VMS) company, announced at IFSEC 2015 a support service under the name Milestone Care. The firm says that this can help minimize risk and downtime as well as reduce support costs through a tiered choice of technical services, including direct assistance in deployment and daily operations, and resolving issues in the video infrastructure.
Milestone Care is described as a supplement to the support that customers already receive today from the company’s reseller network. Partners and customers can choose Milestone Care for a support package. The service is designed to provide customers with different service levels depending on their need, for example 24/7 support or during weekends. All product and service offerings are sold exclusively through Milestone Partners. The four levels are:
Milestone Care Basic – Included with all Milestone products, this package gives access to online support resources and user forums. The service includes online access to the latest versions of all Milestone software and Device packs for updating camera drivers. This service offers 30 percent credit when upgrading a Milestone software product to the newest version of the same product, or when upgrading to a more advanced product.
Milestone Care Plus – This package provides the above and adds remote support options with the Milestone Customer Dashboard. This is an online remote monitoring diagnostic service managed by a partner to do system health checks and resolve issues without the need for customers to be involved.
Milestone Care Premium – In addition to the above packages, this includes direct and prioritized technical email and phone support and expert assistance 24-365, and can be delivered in the customer’s preferred language. Prioritized handling and committed response times with service level agreements, ensures dependable and swift resolution of issues.
Milestone Care Elite – Beyond the services listed above, this package provides a technical account manager dedicated to the customer.
Kenneth Hune Petersen, pictured, Chief Sales and Marketing Officer, Milestone Systems, said: “Milestone is adding more services as an important business area focus, for our partners and customers to achieve the most out of their open platform technology solutions. We aim to support every step of the journey with Milestone. As a leading global enterprise ourselves, we understand the need for comprehensive services that provide expert resources for multiple needs – today and into the future.”
Milestone Care is sold exclusively by authorized Milestone Partners to end customers, and will be available starting July 1.
