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Worldwide Service

Omneon Service and Support

The Omneon Worldwide Service organization is committed to excellence in every way. The organization's dedication to providing an outstanding level of service and forging close working relationships with customers has resulted in an outstanding reputation for service and support. With over 1,200 customer deployments in over 70 countries, Omneon Worldwide Service provides customers with a variety of service and support options designed to ensure that Omneon products provide the highest levels of operational reliability and performance. Many customers have different in-house technical resources and capabilities, as well as system availability and response time requirements. To meet customers' specific requirements, Omneon offers several levels and types of service plans, as well as support services, professional services and educational services.

Worldwide Field Service

Omneon maintains Regional Field Service Centers with a dedicated team of Field Service Engineers (FSEs) and a Regional Field Service Manager (FSMs) to support North-South America (Americas), the Asia-Pacific Region (APAC), and Europe, the Middle East and Africa (EMEA). These regional support teams are augmented by additional technical support resources within specific countries. Omneon continues to grow its support capabilities and expand regional and global inventory of support resources to ensure that customer needs are always met. Omneon maintains regional spares depots at critical locations globally to provide inventory, parts replacement, and logistics management – ensuring parts are delivered to customers on time – worldwide.

24x7 Global Technical Assistance

The Omneon Technical Assistance Center (TAC) is the consolidated single point of contact for all customer support questions and issues. The TAC is geographically dispersed, with staff located at key strategic locations worldwide, including: Omneon headquarters in Sunnyvale, California and Omneon facilities located in Beaverton, Oregon; Basingstoke, UK; and Singapore. While the TAC is geographically dispersed, it operates as a virtually co-located operation using a Virtual PBX system that provides worldwide phone coverage and a common, interconnected set of service tools and database systems. The TAC operates 24x7 and is staffed by Omneon Technical Support Engineers (TSEs) who provide first level technical support, case management, and problem resolution. Acting as the focal point for all communication and case escalations, the TAC consults and advises both the mission-critical Omneon account team (account manager and regional FSM), and key customer contacts. This efficient case management results in quick response to and resolution of customer technical issues. The TAC is also staffed by Level-2 Technical Service Engineers and Product Specialists to whom more complex customer support cases are escalated for investigation and resolution.

Omneon Worldwide Service adheres to a multi-tier case escalation policy, where the most critical cases are reviewed and managed daily to ensure prompt resolution and closure. At any time, any member of the service team has access to all company resources, including the Omneon engineering development team, to aid in the diagnosis and resolution of any service case or customer query.

Customers who purchased Service Plans prior to August 2009 and would like a copy of the Terms & Conditions in force for that time period may request a copy by submitting a request below.