Dise Support

 This document contains information about what we expect from our partners and what our partners can expect from us. 

What Dise offers and what we expect from partners

TABLE OF CONTENTS

This document contains information about what we expect from our partners and what our partners can expect from us. 

What Dise offers and what we expect from partners

Dise support offers 3rd line support to our partners. This includes the following. 

  • Provide new software updates
  • Help from Dise support engineers via phone or email
  • Access to our knowledge base
  • Basic training in Dise
  • Up to date guides on both new and old features

We expect our partners to handle both 1st and 2nd line support

1st line support includes

  • Checking that the player has power
  • Checking that the player has an internet connection
  • Making sure the screen is not turned off
  • Understanding what the different statuses mean in the Portal
  • Connecting new players to the Portal
  • To be the first and only point of contact for the end customer
  • Talk and assist technicians on site
  • Basic knowledge of the install procedure for the different Dise products
  • Rule out and deal with hardware failures

2nd line support includes

  • Basic understanding of log messages
  • Solving connection issues between the Dise player and server
  • Being able to report issues to Dise with clear information
  • Updating firmware and drivers to what is recommended by Dise
  • Basic understanding of Dise products such as Composer and the different versions of the players (Lite and Premium) and what sets them apart. 
  • Update the Dise player when needed
  • Knowledge about what hardware is supported by Dise

When to contact Dise support

  • If the hardware has been excluded from being the root of the issue and 2nd line can’t find the problem.
  • If there is a clear bug in the software
  • Any feature requests that will make the software easier to work with
  •  Server being slow or unresponsive

What information to include when contacting Dise

  • On what server, brand and player the issue is located
  • What has been done so far
  • Clear description of the issue
  • Images or videos showing the issue
  • How to recreate the issue if it is not present
  • Remote connection to the player if available
  • Number of players affected