Milestone Systems, the open platform company specialising in IP video management software (VMS), has unveiled a support service under the name Milestone Care as part of the business’ ongoing commitment to maximise the value of VMS for partners and customers. Milestone Care can help minimise risk and downtime as well as reduce support costs through a tiered choice of comprehensive technical services, including direct assistance in deployment and daily operations and resolving issues within the video infrastructure.
Milestone Care is a supplement to the support solutions that customers already receive from Milestone’s dedicated reseller network. Partners and customers alike can choose to leverage Milestone Care for a more complete and flexible support package. The service is designed to provide customers with different service levels depending on their needs, for example 24/7 support or solely during weekends.
All Milestone product and service offerings are sold exclusively through appointed Milestone Partners, empowering them to provide just the right solution for each customer, with the expert support service levels they need most and when they need them.
The Milestone Care service organisation is able to draw from all the global resources of Milestone Systems, in turn delivering immediate solutions on a local basis.
Milestone Care: the four levels explained
There are four different levels within the Milestone Care offer, which was announced at IFSEC International 2015:
*Milestone Care Basic: Included with all Milestone products, this package affords access to online support resources and user forums. The service includes online access to the latest versions of all Milestone software and Device packs for updating camera drivers. This service offers 30% credit when upgrading a current Milestone software product to the newest version of the same solution (or when upgrading to a more advanced product)
*Milestone Care Plus: This package provides the above and adds advanced remote support options with the Milestone Customer Dashboard. This is an online remote monitoring diagnostic service managed by a Milestone partner to conduct system health checks and resolve issues without the need for customer involvement. The service level offers full investment protection with 100% credit when upgrading from a current Milestone software product to the newest version of the same product or when upgrading to a more advanced system
*Milestone Care Premium: In addition to the above packages, this includes direct and prioritised technical e-mail and telephone support as well as expert assistance on a 24/7/365 basis, and can be delivered in the customer’s preferred language. Prioritised handling and committed response times underpinned by Service Level Agreements (SLAs) ensures the “dependable and swift” resolution of all issues
*Milestone Care Elite: Beyond the services listed above, this package provides a Milestone technical account manager dedicated to the customer, in turn representing the highest possible support level available from Milestone. Again, prioritised handling and committed resolution times with SLAs ensures that any critical software issue is resolved both promptly and professionally. Customers are able to gain direct access to Milestone’s internal support systems, with deep insights rendered into the overall workings of the VMS.
Full portfolio of services
As a complementary service to the company’s software and hardware video surveillance products, Milestone now offers a full portfolio of services designed to maximise the value of its products for partners and customers through the entire lifecycle of their investment.
Taken together, these services include a wide range of pre-sales, customisation and post-sales arrangements:
*Custom Development: Tailoring and integration services help Milestone ecosystem partners meet specific customer needs by fully exploring the flexibility of open platform technology
*Milestone Professional Services: System deployment and optimisation services unlock the full potential of a Milestone solution while improving the system performance for problem-free and stable operations
*Milestone Care: This new suite of operational maintenance and support service options is available to Milestone customers through Milestone Partners and is specifically designed to ensure smooth operation and, importantly, a high return on investment
“As an important area of business focus, Milestone is adding more services such that our partners and customers can realise the greatest level of benefit from their open platform technology solutions,” explained Kenneth Hune Petersen, Milestone’s chief sales and marketing officer in conversation with Risk UK’s Editor Brian Sims at IFSEC International 2015.
“We aim to support every step of the journey with Milestone. As a leading global enterprise, we understand the need for comprehensive services that provide expert resources for multiple needs, both today and into the future.”
*Milestone Care is sold exclusively by authorised Milestone Partners to end customers and will be available from Wednesday 1 July 2015
Milestone Systems retains Number One global market share in IHS Market Research Report
Milestone Systems is again ranked as the Number One VMS vendor by company revenue in the newly-published market research issued recently by business information provider IHS.
“We’re extremely proud that Milestone Systems continues to hold this top global position in the security market, a position that the business has now enjoyed for more than a decade,” enthused Lars Thinggaard, president and CEO of the company. “It takes a lot of hard work, both from our own employees and the thousands of great partners we actively support around the world.”
A major finding in this latest IHS-completed report is that product demand will continue to grow quickly. Indeed, the world market for video surveillance equipment will be worth USD15.7 billion in 2015. Price erosion is impacting growth rates, but customer demand is increasing quite significantly.
“We’re not seeing the same level of price erosion for VMS as is the case within the camera market segment,” urged Jon Cropley, principal analyst for video surveillance at IHS.
This underscores the fact that security management software functions as the core of a surveillance system. It’s very much the ‘brain’ of the solution, and notably so if it’s open platform architecture that interconnects and manages components from many different providers.
Mobile applications are rising rapidly in terms of their usage, with subsequently valuable benefits for first responders and roving security managers or other personnel.
Smart phones and mobile solutions have been the defining technologies for the beginning of the 21st Century. These days, about half of the adult population worldwide owns a smart phone. By 2020, in fact, this number is expected to increase to 80%.