Customer Support Brochure

EXCELLENT

TECHNICAL SUPPORT IS… Proactive not reactive, Available when you need it and Leverages Smart Technology.

PBS Technical Support is designed so you can get the help you need when you need it. Rather than wait to address problems, the Support team proactively looks for potential issues in the system and pre-empts them before they threaten any operations.

FAST WAYS TO GET HELP

• Support Portal – the go-to spot for online self-help tools • Email support with response times consistent with industry best practices • Live On-line Chat during business hours • Live Phone support during business hours

FAST WAYS TO GET HELP

IMPORTANT FEATURES Live Chat Live Chat (show i

Live Online Chat You can easily chat one on one with a Support Agent to your resolve issues and get quick responses to common questions. Every chat session auto-creates a trouble ticket for the Support database. Online Chat Hours are from 11am to 6pm Monday through Friday ET excluding PBS holidays.

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Email Support Sending an email to Support — TechSupport@pbs.org — instantly creates a support “ticket” for the issue that you can track online.

Response times for email will be less than 4 hours during business hours.

Live Phone Support The Support Team offers proactive phone support and always takes the initiative. Our goal is to resolve issues on the first call. Phone support hours are 8am to 9pm ET Monday through Friday excluding PBS holidays.

Instantly and easily talk to a Support Agent via Chat Support and get the answers you need. You can Start a Live Chat Monday through Friday from 11am to 6pm ET and get real-time help. All you need to do is Click on the “Need Help Now?” box when Live Chat is available. You will see a pop-up box. Simply fill out your email address and station call letters and describe the issue you are having in the text box below. A technician will be online and ready to assist you Report Trouble On the main menu, click on Report Trouble to create a new trouble ticket for your station or easily check the status of a current ticket.

You can log a new trouble ticket with one click. A window will automatically appear where you fill in your name and station call letters and email address.

Simply describe the issue you are having in the description box, choose your system from a drop down menu and hit the send button!

PBS Technical Support Portal Online tools at your fingertips 24x7 Here you can • Get instant news on the NRT rollout, system updates and more.

• Create a Trouble Ticket and track its progress.

• Search the Knowledge Base and FAQ’s for answers to your questions.

• Read the Support Tech Talk blog, or browse Tech Wiki articles and reference materials, o Share knowledge with your peers in the Tech Wiki or via the Tech Talk blog comments • Browse the training tutorials.

• Get documents on demand like user manuals and technical specs.

Tech Wiki The new Tech Wiki allows users to contribute to information on issues in PBS Technical Support.

As content creators for the Wiki, station users can collaborate and share information readily to help drive support solutions for the whole community.

Here, one can create or contribute updates to a Wiki article or track changes on any Wiki topic. The Tech Wiki will be searchable so users can readily discover the relevant information they need to find.

Finally, TechTalk in the menu bar is the blog for PBS Technical Support.

In TechTalk, you can read all about the “hot” topics in Support. Read posts by people closest to technology -- PBS support staff, engineers, and other technology experts who talk readily to key system issues, the technology being leveraged in PBS systems or the latest technology being leveraged in the Broadcast industry as a whole. You can search current and past conversations and also comment on certain topics. When you find your problem, reading other stations comments might help you in your search.