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For information regarding Omneon Worldwide Service plans and offerings, please contact your Regional Sales Manager. If you are currently an Omneon customer in need of service, please use the contact information listed here.
| TAC Toll Free Telephone Number: |
+1 888.OVN.SPT1 (888.686.7781) |
| TAC International Telephone Number: |
+1 408.585.5200 |
| FAX: |
+1 408.585.5090 |
| Email: |
support@omneon.com |
| TAC Telephone Number (APAC): |
+65.6548.0500 APAC
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| TAC Telephone Number (Japan): |
+81.3.5565.6737 Japan |
| FAX (APAC): |
+65 6548.0504 |
| FAX (Japan): |
+81.3.5565.6736 |
| Email: |
apacsupport@omneon.com |
NOTE: Please fill in as much information as possible before submitting the case. Thank you.
Omneon Support Case Severity Levels
Omneon will use these Severity definitions to classify each incident reported by the customer and respond to each incident based on the support agreement purchased.
Severity 1 Problem (Emergency): The System or any part thereof is inoperative or performance of the System is so downgraded that normal operations are prevented almost entirely. Without limiting the generality of the foregoing, examples of Critical System Failure are the cessation of operation of one or more channels resulting hits to air listed below or instability in the operation of one or more channels causing intermittent hits to air, which outage could not be solved by switching to redundancy resources.
- unintentional black video to air
- unintentional silence to air
- unintentional video and/or audio distortion
- unintentional video not synchronized to house reference
- unintentional viewer-noticeable lip-sync problems
Severity 2 Problem (Critical): The System or any part thereof is inoperative or performance of the System is so downgraded below the performance criteria set forth in the Technical Specification that substantial disruption to normal business operations is occurring or the problem is threatening to cause a Critical System Failure. Without limiting the generality of the foregoing, examples of a semi Critical System Failure include where one or more channels are operating on redundancy equipment or where all redundancy resources are exhausted, thereby threatening the occurrence of a Critical System Failure.
Severity 3 Problem (Major impact): The System or any part thereof is experiencing minor errors or problems that have no impact on normal operations. Without limiting the generality of the foregoing, an example of a Non Critical System Failure is where the System is affected by minor problems such as one of the redundant power supplies in the backup video server is faulty where the backup video server is still actively running using the main power supply.
Severity 4 Problem (Minor impact): Severity level 4 represents minor problem conditions or documentation errors, which are easily avoided or circumvented by the customer. Additional request for new feature suggestions, which are defined as new functionality in existing Product are also classified as Severity level 4.
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