SERVICES
Customer Front Office
The Customer Front Office provides you with an easy to use, always ready, gateway to Pace Americas for technical support, service, training or documentation requests and is available by either telephone, fax or e-mail. The Customer Front Office manages all Pace activities needed to resolve your request by assigning the best resources, tracking and controlling progress, managing escalation and providing customers with regular progress updates.
On-Site Technical
Pace offers full, on-site engineering and integration services for Pace set-top boxes running on any digital platform. The on-site technical service that Pace can provide is unique in that it supports the integration of our set-tops with hardware and software from nearly all the major vendors. With licenses for every major conditional access system in the world and a comprehensive understanding of digital transmission equipment, Pace Customcare representatives have gained the necessary amount of real world experience and training to troubleshoot any network architecture. Pace Customcare provides services that optimize the performance of your system and service delivery.
Warranty and Repair
By contracting warranty repair to our authorized repair centers, Pace is able to take advantage of a national footprint for the repair of any Pace set-top. The Customcare Team continues to monitor and track the repair process to insure your repaired set-top is returned to you in a timely fashion.
Training
Pace provides an on-site training service covering our entire product range and how they integrate into your digital television system. We provide professional course materials, candidate testing, certification, course evaluation and a copy of the handbook, with the course being customized to meet your specific requirements. Pace can provide training for your entire staff from those who have Customer Contact to installers and beyond.
Secure Website
Whether you have a central office or regionalized divisions, Pace will build a secure Customcare web site to help manage your unique account. Customcare web sites make managing your account easy by providing you with instant 'anytime/anywhere' access to the following items:
- Spare Unit Inventory Management
- Commonly Used Forms
- Technical Document Archive and Update
- Service Level Agreements
- Customer Meeting Notes
- Detailed Product Information
