Pixel Care Support: Your Video Wall's Best Partner
What is Pixel Care?
Pixel Care is a tiered system of service plans—Standard, Business Premium, and Mission Critical—to give customers peace of mind and protect their investment. The program covers all aspects of the LED video wall, from technical support and warranty service to spare parts, helpdesk availability, and on-site support.
How Does Pixel Care Work?
Our tiered service plans provide peace of mind through a combination of responsive technical support, quick resolutions, and proactive management. Weather your video wall is built by Pixel Wall or not, we can always provide support to you. Call us for a free price quote.
Customer Support Portal
For the fastest service, our online support portal allows you to easily manage all your requests in one place. You can register, open new support tickets, track the real-time status of your requests, and view your complete conversation history with our team.
Our support portal also serves as a customer knowledge base.
Standard
Available to all Customers-
1 Business Day Response Time
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2 Business Day Resolution *
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24/7 Support Portal
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Scheduled Dispatch
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Customer-Managed Spares
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No Free Loaner
Business Premium
Open to all Business Customers-
24 HR Response Time
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1 Business Day Resolution *
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24HR Phone Support
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Next Business Day Dispatch
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Pixel Wall-Managed Spares
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Free Loaner Up to 3 Business Days
Mission Critical
Reserved for Qualified Customers-
4 HR Response Time
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Same Day Resolution *
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Dedicated Account Manager
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Remote Access Support
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Pixel Wall-Managed Spares
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Free Loaner Until Resolution
Response time is how long it takes for a support representative to acknowledge your issue. Resolution time is the time it takes to fix the issue, which can depend on parts availability.
Remote access services require the customer to allow Pixel Wall install a remote access device at customer’s premise, and provide a reliable WiFi or Ethernet connection for our technician to perform troubleshooting.
If parts are under your possession, you are responsible for their storage and tracking. If they are under Pixel Wall possession, we will store them for you and ensure they are readily available for rapid dispatch when needed.
Yes, Pixel Care covers any technical support issue related to your indoor or outdoor LED video wall cabinets, modules, receiving card, video processor, video switch, fiber optical converter, media player, and cloud management directly associated with your video wall.
A standard warranty covers defects in materials and workmanship for a limited time. Pixel Care goes beyond that, offering a proactive, comprehensive service that includes priority technical support, on-site assistance, and expedited resolutions. It’s designed to minimize downtime and provide continuous peace of mind.
Depend on the installation. Please contact us for an upgrade assessment.