Before Reporting a Fault
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Check the power and network of the screen
- If the issue is power-related, contact the Property Department
- If the issue is network-related, contact the IT Department
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Open Players in the CMS and check if the player is offline
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Ensure that the schedule is valid
If you identify the cause here, do not send a fault report to the supplier.
How to Report a Fault
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Email to sos@atea.no
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Subject:
- Digital signage
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Content should include:
- Name of the screen (in Scala) if known, and location (building/room)
- Description of the problem
- Time of occurrence and a screenshot if necessary
Have your service agreement ID (SAxxxxxx) and, if applicable, your customer number to hand.
What Happens Next?
- When your message is sent, a case will be automatically created in the supplier’s service/management system and assigned to the correct job queue.
- A supplier consultant will normally make contact within the same working day.
Terms and Charges
The new maintenance agreement covers basic troubleshooting (from the supplier’s operations centre) of:
- Player configuration and communication with Scala CMS
- Content that fails to play (simple errors)
- Service desk handling and user support
Note! The following services are billed at time and materials:
- Advanced troubleshooting of content, playlists and schedules
- On-site consultant troubleshooting or player installation
- Assistance where the fault is due to UiO infrastructure (network, power, firewall, etc.)
- Creation of custom content or design of new templates
If in doubt, check with support before requesting any service that may incur charges.