We are passionate about helping you to optimize the use of our products.
Our support agreements give you access to a global team of highly-skilled support engineers and our customer success team can show you how to exceed your subscribers' expectations
Amino has been providing exceptional value for decades. The quality of our devices and software is well-known, but our customers also love our support team's deep knowledge of evolving technologies and how they impact video delivery services.
While the post-sales relationship starts with a customer support agreement, the real value is being able to access Amino’s expert support, whenever and however you need it.
Amino's global support team is closely aligned with the product engineering team and staff are located in every region with a "follow the sun" approach to availability.
Amino offers tiered support services which align with business needs. Amino also offers customized software support and engineering services. Typically this is used to support one-off activities or to deliver specialist software customization on a device.
Amino provides easily-accessible product knowledge through a dynamically updated online support portal. Find articles written by subject matter experts, product documentation, FAQs, sample applications, APIs and benefit from our live online chat tool.
The true value of Amino's set-top boxes is in the services they enable, it's not just about the hardware. With expertise in all the essential technologies from DRM platforms to streaming protocols. Our support engineers help customers modify and optimize services while ensuring controlled adoption of the latest technologies.
Pay TV video services rely on middleware technology: we support stakeholders migrating from one middleware solution to another. We provide and support SDKs for deployed devices; we implement a safe, secure bootloader update process and work with customers and partners to test and roll out solutions to customers.
Amino can replace the OS of existing competitive devices with AminoOS. We consistently and successfully deliver complex solutions where others fail. Amino brings device longevity which significantly reduces customer costs and our upcycling programme is great for the environment.
Staying ahead of potential issues is a key element of our customer success offering. Our support team uses Amino Engage & Orchestrate to gain insights into all customer deployments and can monitor and report everything from device health to the video QoS being delivered.
Support isn't just about a “break-fix” engagement. Amino support engineers act as advocates for customers. They liaise across Amino's departments to ensure customer satisfaction as well as managing third party projects and integrations where they form an integral part of a customer project.
Happy customers are loyal customers. Amino Customer Support provides value that is so much more than the sum of its parts. It is fully focused on, and motivated by, ensuring a positive customer experience.
With three tiers of support, Amino's engineers are located around the world, so there's always an expert to help you in your time zone.
Access to the troubleshooting
ticket system with
8x5 business hours
access to support
Enhanced Bronze tier with defined SLA commitments and access to 8x5 business hours hotline phone support and customer success training
Enhanced Silver tier
with 24x7 hotline
phone support and a designated account manager