NxTV offers a comprehensive set of services and tools to ensure superior customer support:

• Customers have instant access to system information from any authorized Internet-connected computer through the use of NxTVue, our innovative, browser-based, system management tool;
• NxTV support personnel provide around-the-clock telephone and e-mail support directly to customers from our Helpdesk;
• The Network Operations Center remotely manages and monitors all critical aspects of system operation, providing proactive customer service;
• A Field Service team provides on-site support to hotels when necessary;
• NxTV Professional Services can deliver custom services on a per-project basis.

HELPDESK
The Helpdesk provides multilingual Tier-1 support 24 hours a day, 7 days a week, 365 days a year. The Helpdesk provides a single point of contact for customers, and is always available via a toll-free number (U.S. and Canada), e-mail or fax. To facilitate rapid resolution of issues, the Helpdesk is located at NxTV's corporate headquarters.

When a hotel staff member contacts the Helpdesk, the Helpdesk assigns a Call Number to the call and tracks it to resolution. Using our proprietary and COTS remote troubleshooting and management software tools, the Helpdesk resolves most calls remotely by leveraging the advanced, IP-over-Ethernet based technologies underlying the NxTV system.

If an issue requires a physical presence from NxTV, the Helpdesk dispatches a field technician to the hotel. Should an issue require escalation, the Helpdesk has immediate access to Tier-2 support including the NxTV Network Operations Center, the field service team and the engineering group.

NETWORK OPERATIONS CENTER (NOC)
The NOC is a centralized facility, also located at NxTV headquarters, from which NxTV remotely manages and monitors all critical aspects of system operation for each customer facility. The NOC maintains a secure network connection to each NxTV-equipped hotel, and is staffed by a team of IT professionals using state of the art technologies to continuously monitor all servers, network devices and set top boxes (STBs). System and network anomalies automatically generate an alert at the NOC and are dealt with immediately. This is the core of the proactive customer service experience, which handles potential issues, often before hotel staff members are even aware of them (or such that they are never aware of them).

FIELD SERVICE
NxTV maintains a trained and experienced staff of field service technicians who are dispatched to hotels for preventive maintenance, diagnostics and repair. All field services are coordinated through the Helpdesk.

In certain markets, NxTV subcontracts field services to highly qualified partner companies. Even when field services are contracted, the NxTV Helpdesk remains the single point of contact for hotels and coordinates all field support. Hotel feedback is solicited on a regular basis to ensure the highest quality of service is continually provided.

PROFESSIONAL SERVICES
NxTV offers a Professional Services program to fulfill customer needs falling outside normal system operations. Services provided include: custom software development, hotel portal development and maintenance, video encoding and project management. Professional Services are quoted on a per-project basis.