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Service Plans
Omneon offers two distinct service and support plan types — System Service Plans and the Omneon Advantage Plan — depending on the Omneon products to be covered. The System Service Plans (Silver, Gold, and Platinum) are uniquely designed to support Omneon systems products, such as Omneon MediaGrid, Spectrum and MediaDeck. The Omneon Advantage Plan provides support for the growing portfolio of Omneon MediaTools and software applications, such as ProBrowse, ProXchange, ProDrive and other similar products.
Service Plan Summary by Product Type
| Service Plan Type | Eligible Products |
|---|---|
| Systems Service Plans | Omneon Systems |
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| Omneon Advantage Plan | Omneon Applications & MediaTools |
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Omneon Product Warranty Summary
Omneon provides a 90-day limited software warranty and a 12-month limited hardware warranty included with the purchase price for all new products sold. During the product warranty periods, Omneon provides customers with 24x7 Technical Assistance Center (TAC) support for warranty-related issues and advance exchange hardware replacement parts delivery. See complete details of the Omneon warranty. Customers requiring a higher level of service and support than that provided under the Omneon warranty should purchase the Omneon Service Plan that meets their specific needs.Country Specific Service Plans
The service plans described on this web site represent the standard Omneon service offerings available to customers in a majority of countries and regions around the world. In some specific locations, Omneon has developed country-specific plans that may differ from the plans presented here, tailored to meet unique service norms and requirements within those regions. Consult a local Omneon sales or service representative for more details.
Support for Omneon Systems: Silver, Gold, and Platinum Service Plans
Customers who purchase Omneon systems may choose from a three-tier (Silver, Gold, and Platinum) System Service Plan that provides service and support coverage specifically for core Omneon system products — Omneon MediaGrid, Spectrum and MediaDeck. Customers may choose the service level (Silver, Gold, and Platinum) that meets their unique support and response time requirements. The System Service Plans provide support coverage for the system hardware, as well as the core software and firmware associated with the Omneon MediaGrid, Spectrum and MediaDeck systems, to include the companion SystemManager and ContentManager management platforms.
| Service Plan Type | Eligible Products |
|---|---|
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Silver Service
The Silver Service Plan is designed for customers who generally have their own on-site technical support resources, choose to rely primarily on Omneon service through 24x7 telephone and email support, and prefer to pay for on-site Omneon support on a per visit basis, as needed. The Silver plan provides for an advance exchange product replacement response time of three business days and provides Remote Support via modem or VPN for troubleshooting and diagnostic purposes. Most importantly, customers who purchase a Silver service plan are eligible to receive Omneon software maintenance releases.
Gold Service
The Gold Service Plan is designed for those customers requiring a higher level of direct support from Omneon or quicker parts response time. It provides for Remote Support similar to the Silver plan, but also includes a regularly scheduled remote system health check, on-site emergency service, and advance exchange product replacement with a response time of two business days. Customers who purchase the Gold service plan are eligible to receive both Omneon maintenance and major upgrade software releases.
Platinum Service
The Platinum Service Plan is designed for customers with the most stringent, mission-critical requirements. The Platinum plan includes all of the service features provided in the Gold service plan, plus priority call handling and case management, advance exchange with next business day product replacement response time, constant remote system connectivity (with customer approval), system alerts monitoring and event notification.
Platinum customers receive on-site support as required to resolve technical issues1, including an annual on-site system audit and preventative maintenance visit. Platinum customers are also enrolled in the Omneon System Availability Service (SAS), which in the event of a natural disaster, provides customers with an immediate damage assessment and expedited delivery and installation of replacement products in an effort to get a mission-critical system back into operation as soon as possible.
1Some limitations apply
| Silver | Gold | Platinum | |
|---|---|---|---|
| Support Period | Up to 5 Years | Up to 5 Years | Up to 5 Years |
| Parts Delivery Response2 | Advance Exchange: 3 Business Days |
Advance Exchange: 2 Business Days |
Advance Exchange: Next Business Day |
| Technical Assistance Center (TAC) Telephone Support | 24x7 | 24x7 | 24x7 — Priority Call Handling and Case Management |
| Remote Support3 | At Omneon's Discretion | Yes, plus Periodic Health Checks | Yes, plus Proactive Monitoring |
| Software Support | Maintenance Releases | Maintenance & Major Upgrade Releases | Maintenance & Major Upgrade Releases |
| On-Site Support | Pay Per Visit | On-Site Emergency Service4 | On-Site Support |
| System Availability Service (SAS) | No | No | Yes |
Omneon Spares Depot Locations
Omneon maintains regional depots at critical locations globally to provide inventory, parts replacement and logistics management – ensuring parts are delivered to customers on time to meet the specific response times provided for in the standard warranty, as well as purchased service plans - worldwide. Currently Omneon maintains spare parts logistics facilities in California, Belgium, Delhi, Singapore, Tokyo and Beijing.
On-Site Spares
Customers having more stringent spare part delivery response requirements than those provided in the three Omneon service plans, or customers or who have deployed exceptionally large or complex system architectures, should consider the purchase of an on-site spares kit to ensure the highest degree of spares availability. Upon request, Omneon technical support personnel will analyze a customer's system architecture and recommend an On-Site Spares Kit customized to meet the unique requirements of each Omneon system. Omneon provides warranty and service plan coverage for any product purchased as part of an On-Site Spares Kit.
2 Delivery times are valid for customers within Omneon Parts Response Areas (PRA). Those customers located outside of Omneon PRAs will receive a delivery response of 2 Business Days to point of importation, or better. A list of Omneon Parts Response Areas (PRAs) will be maintained and updated regularly on the Omneon Web Site.
3 In order to receive support under this plan, customers must provide Omneon with remote system access. Such access may be provided on a temporary “as needed, per incident” basis, if necessary. All Omneon Remote Support services are predicated upon a) customer approval for remote access and b) customer having the appropriate network infrastructure, facilities, and security approvals to support and permit remote access via VPN or Modem
4 Severity Level 1 Issues
Support for Software Applications and MediaTools: Omneon Advantage Plan
In addition to systems products, Omneon offers a family of software applications that provide customers with a wide range of capabilities and features. Some of these applications and tools are sold on a software-only standalone basis and some are sold with companion application servers. Omneon offers a single comprehensive applications service plan for all of these products, called the Omneon Advantage Plan. The Omneon Advantage Plan covers the following Omneon products; MediaBridge, ProDrive, ProXchange, ProBrowse, ProCast CDN, the Omneon family of MediaTools, and any future application or software-centric products. The Omneon Advantage Plan provides customers with comprehensive technical support coverage specifically for Omneon applications and tools.
The Advantage service plan is sold at the time of product purchase and provides the critical services and technical support that customers require along with periodic feature enhancements through software updates. The Omneon Advantage Plan includes:
- Technical support assistance via telephone or email 24x7
- Remote access support for troubleshooting and diagnostic purposes1
- Software Updates -- Maintenance Releases free of charge
- Software Upgrades – Major Releases with feature enhancements free of charge
- Next Business Day Advance Exchange Parts Replacement for any hardware components2
| Service Plan Type | Eligible Products |
|---|---|
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1 In order to receive support under this plan, customers must provide Omneon with remote system access. Such access may be provided on a temporary “as needed, per incident” basis, if necessary. All Omneon Remote Support services are predicated upon a) customer approval for remote access and b) customer having the appropriate network infrastructure, facilities, and security approvals to support and permit remote access via VPN or Modem.
2 Delivery times are valid for customers within Omneon Parts Response Areas (PRA). Those customers located outside of Omneon PRAs will receive a delivery response of 2 Business Days to point of importation, or better. A list of Omneon Parts Response Areas (PRAs) will be maintained and updated regularly on the Omneon Web Site.
Parts Response Areas
Omneon maintains replacement parts for systems at numerous locations throughout the world. This list provides the service plan response level for countries within the Parts Response Areas listed. Those customers located in countries not listed will receive parts delivery response of two business days to the point of importation or better.
| Americas | ||||
|---|---|---|---|---|
| Country | Location | Service Level | ||
| Silver | Gold | Platinum Advantage | ||
| Canada | All Locations | X | ||
| Mexico | All Locations | X | ||
| United States | All Locations | X | X | X |
| Asia Pacific | ||||
|---|---|---|---|---|
| Country | Location | Service Level | ||
| Silver | Gold | Platinum Advantage | ||
| Australia | SYDNEY, AUSTRALIA | X | X | |
| MELBOURNE, AUSTRALIA | X | X | ||
| BRISBANE, AUSTRALIA | X | X | ||
| PERTH, AUSTRALIA | X | X | ||
| NEW SOUTH WALES | X | X | ||
| ADELAIDE, AUSTRALIA | X | X | ||
| CAIRNS, AUSTRALIA | X | X | ||
| Bangladesh | DHAKA, BANGLADESH | X | X | |
| Brunei | BRUNEI | X | X | |
| China | BEIJING, CHINA | X | X | |
| Hong Kong | HONG KONG | X | X | X |
| India | MUMBAI, INDIA | X | X | |
| NEW DELHI, INDIA | X | X | ||
| BANGALORE, INDIA | X | X | ||
| Indonesia | JAKARTA, INDONESIA | X | X | X |
| Japan | Major Cities | X | ||
| Korea, Republic Of | SEOUL, S. KOREA | X | X | X |
| Malaysia | KUALA LUMPUR, M'SIA | X | X | X |
| New Zealand | AUCKLAND,NEW ZEALAND | X | X | |
| CHRISTCHURCH, N.Z. | X | X | ||
| WELLINGTON, N.Z. | X | X | ||
| Pakistan | KARACHI, PAKISTAN | X | ||
| Philippines, The | MANILA, PHILIPPINES | X | X | X |
| Singapore | SINGAPORE | X | X | X |
| Sri Lanka | COLOMBO, SRI LANKA | X | X | |
| Taiwan | TAIPEI, TAIWAN | X | X | X |
| Thailand | BANGKOK, THAILAND | X | X | X |
| Vietnam | HO CHI MINH,VIETNAM | X | X | |
| HANOI, VIETNAM | X | |||
| Europe, Middle East & Africa | ||||
|---|---|---|---|---|
| Country | Location | Service Level | ||
| Silver | Gold | Platinum Advantage | ||
| Austria | VIENNA, AUSTRIA | X | X | X |
| OTHER LOCATIONS IN AUSTRIA | X | X | ||
| Belgium | ALL LOCATIONS IN BELGIUM | X | X | X |
| Cyprus | LARNACA, CYPRUS | X | X | X |
| OTHER LOCATIONS IN CYPRUS | X | X | ||
| Czech Republic | PRAGUE, CZECH REPULBLIC | X | X | X |
| OTHER LOCATIONS IN CZECH REPUBLIC | X | X | ||
| Denmark | COPENHAGEN, DENMARK | X | X | X |
| OTHER LOCATIONS IN DENMARK | X | X | ||
| Finland | HELSINKI, FINLAND | X | X | X |
| OTHER LOCATIONS IN FINLAND | X | X | ||
| France | PARIS, FRANCE | X | X | X |
| OTHER LOCATIONS IN FRANCE | X | X | ||
| Germany | ALL LOCATIONS IN GERMANY | X | X | X |
| Gibraltar | ALL LOCATIONS IN GIBRALTAR | X | X | X |
| Greece | ATHENS, GREECE | X | X | X |
| OTHER LOCATIONS IN GREECE | X | X | ||
| Hungary | BUDAPEST, HUNGARY | X | X | X |
| OTHER LOCATIONS IN HUNGARY | X | X | ||
| Iceland | REYKJAVIK, ICELAND | X | X | X |
| OTHER LOCATIONS IN ICELAND | X | X | ||
| Italy | ROME, ITALY | X | X | X |
| MILAN, ITALY | X | X | X | |
| OTHER LOCATIONS IN ITALY | X | X | ||
| Latvia | RIGA, LATVIA | X | X | |
| OTHER LOCATIONS IN LATVIA | X | |||
| Lithuania | VILNIUS, LITHUANIA | X | X | |
| OTHER LOCATIONS IN LITHUANIA | X | |||
| Luxemburg | ALL LOCATIONS IN LUXEMBURG | X | X | X |
| Malta | VALLETTA, MALTA | X | X | |
| OTHER LOCATIONS IN MALTA | X | |||
| Netherlands | ALL LOCATIONS IN THE NETHERLANDS | X | X | X |
| Norway | OSLO, NORWAY | X | X | X |
| STAVANGER, NORWAY | X | X | X | |
| OTHER LOCATIONS IN NORWAY | X | X | ||
| Poland | WARSAW, POLAND | X | X | X |
| OTHER LOCATIONS IN POLAND | X | X | ||
| Portugal | LISBON, PORTUGAL | X | X | X |
| OTHER LOCATIONS IN PORTUGAL | X | X | ||
| Republic of Ireland | ALL LOCATIONS IN REPUBLIC OF IRELAND | X | X | X |
| Slovakia | BRATISLAVA, SLOVAKIA | X | X | X |
| OTHER LOCATIONS IN SLOVAKIA | X | X | ||
| Slovenia | LJUBJANA, SLOVENIA | X | X | |
| OTHER LOCATIONS IN SLOVENIA | X | |||
| Spain | MADRID, SPAIN | X | X | X |
| BARCELONA, SPAIN | X | X | X | |
| SPANISH ISLANDS | X | |||
| OTHER LOCATIONS IN SPAIN | X | X | ||
| Sweden | STOCKHOLM, SWEDEN | X | X | X |
| GOTHENBURG, SWEDEN | X | X | X | |
| OTHER LOCATIONS IN SWEDEN | X | X | ||
| Switzerland | ALL LOCATIONS IN SWITZERLAND | X | X | X |
| United Arab Emirates | DUBAI, U.A.E. | X | X | |
| United Kingdom | ALL LOCATIONS IN THE U.K. | X | X | X |
