NxTV’s support
structure is proactive monitoring of system information for each
hotel at the NxTV Helpdesk. What is the reason for that strategy?
A.
NxTV was the first in-room entertainment
company to provide real-time, continuous connection for remote support,
using our broadband IP-over-Ethernet network. The result is that
NxTV Helpdesk staff actively monitors each hotel’s NxTV operations
24x7, preventing problems from occurring and speeding resolution.
Fewer trouble incidents occur and fewer field calls are required
with the NxTV support system.
Q.
What tools do you provide
to hotels to support the NxTV System?
A.
NxTV empowers hotel staff with a
broad set of real-time information. The heart of the system is NxTVue,
a browser-based system management tool accessible from any authorized
computer. With NxTVue, the hotel IT staff is always aware of system
status and can make many changes locally without vendor intervention.
Q.
My hotel is a destination
resort; what kind of support can I expect from a remote location?
A.
NxTV provides 24x7x365 phone and
e-mail support for all properties, regardless of location. The system
is designed to allow the hotel to self-support or to support through
phone consultation with the Helpdesk in the vast majority of cases.
Where on-site support is required, local service personnel and NxTV’s
distributed network spare strategy allow the fastest possible response
to relatively inaccessible properties.
Q.
How are system upgrades
and new feature deployments handled?
A.
NxTV is regularly announcing new
in-room entertainment and data services. Due to NxTV’s powerful
architecture, these features can be easily added to existing NxTV
systems with minimal effort or disruption to the hotel. System upgrades
and enhancements are implemented remotely with an Internet connection
to NxTV headquarters, unless physical equipment changes are required.
Only rarely is action required in individual guest rooms.
