Digistor Customer Assurance Plans (DCAPs)

Digistor Customer Assurance Plans, or DCAPs as they are more commonly known, are a comprehensive 12 month support offering and are available for many of the systems we sell including stand-alone editing systems and SAN solutions. They provide a number of benefits all centred on ensuring your systems run reliably all year around and you have access to any required support services when you need them.

DCAPs are designed to quickly and cost effectively resolve support issues and faults to minimise downtime and get you back to what you do best. You can feel confident in the level of expertise and experience the Digistor support team has to offer. Digistor Support Services has fully qualified technicians in most aspects of Digital Media including Apple Pro Applications experts, Apple Service Technicians, Avid Certified System Representatives (ACSR), Fibre-Channel Specialists and Specialist SAN Integrators.

Digistor offer a variety of Customer Assurance Plans which can be tailored to suit your site-specific requirements.

Benefits

By signing up for a Digistor Customer Assurance Plan, you realise significant benefits including :-

• Priority access to Digistor support engineers via email and phone
  Your Assurance Plan entitles you to “Go to the Head of the Line” including preferential scheduling for onsite visits and service requests.
• Unlimited phone and email support*
  If you have a problem just pick up the phone or drop us an email. No need to arrange for purchase orders or credit card details
• Unlimited Remote Support via VPN*
  If something is not quite right let us remote in and check what’s going on. That’s all part of the service
• Regular Scheduled Health Checks
  Your major hardware infrastructure will be thoroughly ‘health checked’ every 6 months to keep your facility running smoothly, all day, every day.
• Waving of Service Callout Fees
  As a Digistor Customer Assurance Plan member you will have the service callout fee waived on all work performed during normal work hours - Monday to Friday when onsite hours are pre-purchased
• Extended Business Hours Support
  Digistor qualified technicians are available for Assurance Plan customers from 8am until 8pm, 5 days a week. With a target response time of 2 hours during business hours, help is never far away.
• Dedicated Digistor Account Manager
  If you don’t already have a dedicated account manager at Digistor then we'll make sure you get one. This gives you a single point of contact for all your enquiries be they sales, service, accounts of otherwise
• Service When You Need It – 24/7
  Your facility doesn't work normal business hours and nor do we! We can customise an Ultimate Customer Assurance Plan to include nights, weekends and holidays.

Options also exist to include quarterly onsite meetings, monthly conference calls or a number of other options.

*During nominated hours of coverage

Stand-Alone Editing Machine DCAP

Digistor can support stand alone desktop editing systems in large or small offices. Whether you run a couple of Avid or Final Cut Pro systems or a large networked site, we have the skills and knowledge to keep you up and running. Digistor’s Customer Assurance Plans include phone and email support for the Machines. 

On-Site support can also be purchased as required at normal on-site rates. Prepay for bundles of Onsite Hours and not only receive a discount but avoid paying the call out fee!

Avid user? Get the best of both worlds with our Customer Assurance Plans that incorporate Avid Assurance. Enjoy Avid software upgrades with Digistor professional service, hardware checkups and extended business hours. Contact Digistor for details.

All Digistor Assurance Plans also feature a target initial response time of 2 hours and access to preferential job scheduling.

Standard SAN DCAP

Support for your SAN couldn't be simpler. One annual fee for phone, email and remote support, extended business hours, priority scheduling and access to onsite support from one of our qualified Technicians. 

A Standard SAN DCAP is available for most of the entry to mid-level SAN solutions including Avid ISIS/Unity, Facilis Terrablock, Fibrejet with SANman and Editshare. SAN Customer Assurance Plans are fully scalable to cater for additional client machines or disk arrays as required.

Avid ISIS/Unity users can combine the convenience of a Digistor Customer Assurance Plan with the peace of mind of Avid Assurance.  Please phone Digistor for details on 02 9431 6000.

Apple XSAN DCAP

Standard Xsan Customer Assurance Plan is a cost effective option for businesses that have access to in-house engineering or technical staff to cover the everyday operations of their systems.

Digistor’s Standard Xsan Customer Assurance Plan includes phone, email and remote (VPN) support for the Xsan and included clients. On-Site support is not included in this Plan and can be purchased by the hour as required or in discounted blocks of 10hrs. Pre purchase your onsite hours and the call out fee is waived! We understand that our industry doesn't necessarily fit the 9-5 mould, so we have extended business hours for our Assurance Plan customers from 0800 – 2000 Monday to Friday.

Premium Xsan Customer Assurance Plan is an all-inclusive service that allows for unlimited phone, email and on-site support for your Xsan from our fully qualified technicians during business hours. Again, business hours have been extended for Assurance Plan customers from 0800 – 2000 Monday to Friday. With an initial response time of 2 hours, and unlimited support contact with our Technicians including onsite, this is REAL peace of mind for your Xsan system.

Other Plans

NAS storage and RTD Assurance Plans also available and we’re constantly adding more options based on client feedback. If you have a requirement please contact us to discuss.