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Managed ServicesMaintenance | Technical Support | User Training | Help Desk 0861 822 277

Omega Digital is South Africa’s largest integrator of visual communication solutions and related services. We have established a dedicated Managed Services division to effectively care for the needs of our valued clients after the completion of each new project.

One of our primary goals is to ensure that our clients receive the optimum return-on-investment from their visual communication solution. With the support of our extensive Managed Services programme, you can:

• Improve productivity• Prolong the lifespan of your investment• Improve the effectiveness of presentations and conferences• Ensure that your solution is running optimally at all times

Service Level Agreements

Silver Gold PlatinumIncluded

Excluded

Included1 Full Report p/a

Included1 Hour Response

IncludedNext Business Day

Excluded

Excluded

Included1 service & maintenance session p/a

IncludedCovers all parts specified

IncludedCovers all parts specified

Included

Excluded

Included2 Full Reports p/a

Included1 Hour Response

Included6 Hour Response

Excluded

Excluded

Included2 services & maintenance sessions p/a

IncludedCovers all parts specified

IncludedCovers all parts specified

Included

Included

Included4 Full Reports p/a

Included30 Minutes Response

Included4 Hour Response. JHB, CT, KZN & PTA

IncludedAvailable once per quarter. Limited to office hours and requires five working days’ notice

Included1 Session Annually - limit 6 delegates

Included4 services & maintenance sessions p/a

IncludedCovers all parts specified

IncludedCovers all parts specified

FeaturesCall Centre Access & History

Technical Skills Transfer

Technical Maintenance Reports

Technical Support - Telephonic

Technical Support - Call Out/ On Site

Technical Support - On Standby

User Training

Preventative Maintenance

Parts Replacement

Loan Equipment

Omega understands that after-sales support is critical to your experience. We have therefore designed three different SLA packages based on value-added services and response times to suit your specific requirements and budget.

The SLA packages are agreed upon before installation of any equipment and are available on a 12 to 36 month basis:

Call centre services include:

• 24/7 Help Desk number 0861 822 277• National Support• Access to industry experts on all forms of technology components

One of the features that we offer in our Platinum SLA is the “Technical Skills Transfer”. Omega would undertake, on successful project handover, to train technical personnel (appointed by the client) on the basic technical expertise required to fully understand the operation of the solution provided.

These technicians will be trained to such a level that they would be confident in performing first line support.

Call Centre

Technical Skills Transfer

highly competentclient services

coordinators offer basic first line support

All of Omega’s service plans include access to our call centre. The call centre has a dedicated contact number and we encourage our customers to make use of this number to ensure fast and efficient support.

The call centre is comprised of highly competent client services co-ordinators who are trained on all types of equipment and systems, and are prepared to manage all levels of customer support issues. In addition, these individuals are technically competent to offer basic first line support to clients. Omega’s CRM package ensures that all inbound calls are logged, tracked and supported by accurate history logs.

Technical SupportTelephonicAll clients who have an active SLA with Omega have access to our call centre and may request telephonic technical support. Typically, this type of support is rendered to the client’s first line support technician.

Upon requesting this type of support, the technician would attempt to establish the exact nature of the problem by probing the client’s first line support technician with technical questions. Once a good understanding of the fault is established, the technician would instruct the support technician to carry out a few basic technical functions or tests on the equipment in order to rectify the problem. If for any reason the client’s technician is unable to resolve the problem, the technician would recommend visiting the site and assisting in sorting out the problem.

On StandbyFrom time-to-time, some clients may require one of our technicians to be placed on standby for an important meeting or event. This service is offered to the clients under certain conditions.

The client would need to give warning prior to booking such a resource. The minimum time is 72 hours prior tothe meeting or event taking place.

Call-out / On-siteIn the event of our valued clients requiring technical support on their premises, Omega’s technicians are adequately equipped to assist. Depending on the SLA option chosen by the client, a technician would be dispatched to their premises within the time frame stipulated in the agreement.

Upon successfully rectifying the fault, the customer would be asked to sign off a “Works order form” to ensure that the issue was properly resolved to the customer’s satisfaction, as well as having the opportunity of rating our service.

Poor Fair Good Exceptional

92% of our SLA clients rated us exceptional for

our service

Preventative MaintenancePreventative

maintenance servicesthat ensure your

investment is properlymaintained

To ensure that your investment is properly maintained, Omega offers a preventative maintenance service to our clients. A maintenance schedule is set up for the entire year and the various venues that require the service are booked with the clients.

48 hours prior to the technician being dispatched to the client’s premises, the client services coordinator would call the client to confirm the booking. Upon completion of the task, the client would receive a full maintenance report with before and after photographs from our technician within 48 hours after completion.

Parts ReplacementIn the unlikely event of the client’s audiovisual or video conferencing solution failing, Omega would undertaketo have the faulty equipment removed for repairs. Should the unit be uneconomical to repair, it would be replaced at no extra cost to the client. The client would, however, need to have a current SLA with Omega.

Loan EquipmentShould any equipment installed be faulty or damaged and cannot be repaired on-site or within an agreed timeframe, Omega Customer Care would endeavor to assist the customer with loan equipment where possible.

WarrantyAll Omega’s installations carry a sixty-day quality and workmanship warranty. The warranty is activated upon client sign-off of the project or beneficial use / occupation of the room or venue.

This warranty does not include guaranteed response times, and all faulty equipment would be covered by the manufacturer’s standard warranty on the equipment. If the sixty-day period lapses and the client has opted not to take a SLA with Omega, all call outs and repairs would be charged for; response times are not guaranteed. However, we always strive to offer all our clients the fastest, most efficient service possible.

TrainingTo enhance the effectiveness of your organisation’s visual communication solutions, Omega offers customised training to ensure that your staff embrace and confidently use the technology, allowing your business to achieve an immediate return on investment.

Training in the correct and efficient use of the technology is both empowering to your staff, as well as addingvalue to your business. Our practical, hands-on training approach will benefit new users, as well as existing users looking to enhance their technical abilities.

Time and material based supportClients have the option to either choose from one of our three SLA packages, or opt for our industry leading support on a “time and material” basis. After logging a call with the call centre, a dedicated technician would be assigned to your call, at our standard call out rates, and would visit the client’s site to diagnose and repair the fault at hand.

If repairs are unable to be executed on-site, the technician would remove the faulty equipment and arrange fora repair quotation to be sent to the client. The client would then have the opportunity to accept or decline the quotation. Our skilled technicians would always advise the client of the best option to take.

TelePresence / Video Conferencing Bureau ServicesProbably one of our most significant investments has been in the infrastructure required to operate TelePresence and video conferencing calls, both in a point-to-point and multi-point environment. We are able to offer monitored calls and even record conferences, so no matter what your video requirement is, give us a call and we will help you make it a reality.

Regardless of the different networks (ISDN and IP) we can connect parties from any standards-based endpoint and host your video session on our infrastructure.

A first for Africa, The Omega Cloud is our enterprise-grade, cutting-edge offering that encompasses an ever-growing number of cloud-based services all designed to supercharge collaboration across your business.

What is The Omega Cloud?

The Omega Cloud is a constantly expanding, highly secure platform that seamlessly integrates with your existing hardware and communication platforms. It includes services such as conference bridging, unified communications and collaboration, workspace management, as well as benefits including customised branding, multiple device/platform support and a self-help portal for real-time analytics and monitoring.

The Omega Cloud

With The Omega Cloud, your security is of paramount importance to us. Key features in this regard include:

• World-class security with ISO 9001 Certification datacentre rating

• High availability and geo-redundant platform with seamless failover

• Disaster recovery • Certified enterprise-grade

communications with AES Encryption to the Cloud for complete end-to-end security

We have recently launched two new Omega Cloud services:• The Omega Video Conference Plugin for Outlook• The Omega Cloud Web Portal

The Omega Video Conference Plugin for Outlook

Most video conferencing meetings are organised via an email invitation, so what if there was a way to join a VC call directly from your email, without the usual infrastructure requirements associated

with this type of meeting? Thanks to the power of The Omega Cloud, this seamless transition between receiving a meeting invitation and joining a secure video conference from practically any device is now possible with our bespoke plugin for Microsoft Outlook.

Featuring a flexible licensing model, low monthly fee per user, and easy deployment via Group Policies, our Outlook Plugin solution allows VC meeting organisers to invite an unlimited number of participants directly from a button displayed in their email. Confirm the date, time and virtual meeting room (VRM) and send a VC invite just like you would a meeting request. It’s that simple. Participants will then receive an invitation email containing a unique pin to securely join the meeting from either their browser, VC system, or telephone.

The Omega Outlook plugin further refines and augments the immediacy and simplicity of video conferencing.

Schedule and launch a VC from Outlook

The above image shows how the Omega Cloud icon appears in the Outlook toolbar.

You’ve been invited to an Omega Cloud Meeting

Call: 12345@cloudrooms.co.zaPasscode: 9876#

Web Portal: Click HereWeb Browser

Dial: +27 11 555 0000 enter the call ID: 123456# followed by the Passcode: 9876#

Phone

How do I use this service?

VC Etiquette: The Do’s and Don’ts

HELPFUL VIDEOS

How would you like to join?Video System or Skype for Business

Click here for global numbers

If you are really stuck,please call the Omega 24/7 Help Desk on 0861 822 277

The above image shows the Omega Cloud Meeting Invite and the various ways a user can join a VC.

The Omega CloudWeb Portal

The Omega Cloud Web Portal gives IT administrators and video meeting organisers unprecedented access to the powerful features of our state-of-the-art cloud service. This portal is the ultimate control panel for administrating or setting up an Omega Video Conference, without the infrastructure requirements typically associated with this type of service.

IT administrators and meeting organisers can easily set up a virtual meeting room (VMR) and adjust a video conference’s settings and participants beforehand or in real-time, while guests can join the meeting using the same portal interface.

This Web Portal is designed with the user experience in mind, and features a straight forward design with all the menus and settings available with just a few clicks.The Omega Cloud Web Portal allows IT managers, VC organisers and guests alike to maximise their company’s return on investment.

The above image shows The Omega Cloud Web Portal’s intuitive user interface which makes facilitating a Video Conference really simple.

The GPA (Global Presence Alliance)

Omega Digital is proud to represent the Global Presence Alliance (GPA) as its exclusive partner in Africa. This worldwide network is comprised of leading Audio Visual and Unified Communications companies around the world who have joined forces to reduce costs, improve efficiency and enhance collaboration for multinational corporations. The GPA currently has 28 members with offices in more than 30 countries and 170 major cities across the globe, collectively employing over 5 000 AV and UC professionals.

As the GPA’s official partner in Africa, we relish the significant role we play in fostering collaboration between many of the economic titans on our continent.

Eastern CapeRegus Harbour View1st Floor Harbour View BuildingOakworth RoadHumerail, Port ElizabethTel: +27 41 101 1047Fax: +27 11 258 5500

Western CapeUnit 103The Gatehouse3 Century WayCentury City, Cape TownTel: +27 86 111 4799Fax: +27 86 539 6887

Gauteng64 Montecasino BoulevardMonte Circle2nd Floor, Block A Fourways, GautengTel: +27 11 258 5400Fax: +27 11 258 5500

KwaZulu-NatalThe Boulevard19 Park Lane, 3rd FloorUmhlanga RidgeDurbanTel: +27 31 765 1422Fax: +27 11 258 5500

Omega Digital Services (Pty) LtdReg No: 2011/100070/07PO Box 327, Rivonia, 2128, South AfricaHelp Desk: 0861 822 277Email: info@omegadigital.co.zaWeb: www.omegadigital.co.zaDirectors: S Kellaway, S Pringle

LEVEL 1

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