Deluxe exclusive Smart Video Engine distributor and reseller

Smart Video Engine – Maintenance and Support

Professional services from your reliable partner


Smart Video Engine is a reliable OTT video solution from a trustworthy partner, who offers a powerful software stack and a number of add-on services that make our common project a great success. While services in general have become a broad topic in the field of OTT, services tailored to your needs are key to the success of our product.

Smart Video Engine Support & Maintenance

Choose between different service models from maintenance, 2nd and 3rd level support to general contractor agreements and more. Everything is focused on the individual needs of your project.

Maintenance

Our maintenance fee covers error correction, enhancement of capabilities, deletion of obsolete capabilities, and performance optimization. The maintenance service corrects identified problems, maintains the usability of the Smart Video Engine and detects and corrects latent faults in the software product before they can materialize. The overall purpose is to preserve the value of the software over the time.

Support

  • Customer Service Desk (CSD) is a central entry point for customer queries affecting professional remote services like Level 2 and Level 3 support. The CSD will be the first contact for customer requests and incidents. The tasks of CSD is to manage incidents centrally, monitor the response times for answers, workarounds and solution-fixes, keep the customers updated at regular intervals by telephone, email or SMS, and to close incident upon receiving Customer confirmation of resolution

Upon request, we also offer 24/7 monitoring services, such as channel and/or application monitoring.

  • Level 2 support is in-depth technical support level, backed by technicians with experience in and knowledge of particular products or services. These specialists are responsible of assisting customer support personnel in solving basic technical problems, and of investigating more complex issues by confirming the validity of each problem and seeking for an appropriate known solution.

In general, 2nd level support is offered on a remote basis. For queries that cannot be resolved on this level, the Level 2 support interacts with Level 3 support.

  • Level 3 support is our highest level of support, designed to handle the most difficult or demanding problems, typically on a remote basis. Level 3 technicians are experts in their fields. Beyond assisting Level 2 personnel, their responsibility covers the research and development of solutions to new or unknown issues.

Integration

Upon request, Siemens Convergence Creators provides a scalable team of architects, solution designers and developers to match any integration task for any OTT project. Integration is not limited to Siemens Convergence Creators products, but can also cover third party components. In general it doesn’t matter if the third party component is part of Smart Video Engine or of a customer system. Siemens Convergence Creators has certified specialists available in all relevant fields of OTT systems:

  • Content ingestion
  • EPG and metadata ingestion
  • Encoding & transcoding
  • DRM protection & watermarking
  • Ad & ad decision servers
  • Social media integration
  • Payment & billing
  • Recommendation engines
  • Big data & data warehousing
  • Customer care & CRM systems
  • CDN deployment

General contractor 

Choosing Siemens Convergence Creators, you will profit from our many years of experience in the implementation of tier 1 projects and additional security thanks to our company size. This helped Siemens Convergence Creators to establish itself as a well-recognized general contractor in the OTT business. Involving us will be a milestone to your OTT business becoming a success.

Smart Video Engine Services