Leaderboard

As a Zero88 stalwart user and supporter for more than 30 years, I asked a few questions just about what we might expect in the way of support following Edward & Jon’s departures. I did receive a prompt reply in red below. It at least gives their intent and maybe a base for us to push from…. With my two good friends, Jon Hole & Edward Smith departing in quick succession, can you describe the changes to the support services that we are likely to see going forward. I understand how this must look but I would like to reassure you the software development team that are in the background are still very much here and as will has a dedicated support department. The support department is manned in the UK and US so we can offer better global coverage. Up to this point I’ve had personal FLX Support response to emails usually within one working day. We do still try to respond withing 24/48 hours to direct emails, however this will also depend on workload as we also cover on site visits. Instant phone call response for show critical issues. Are there still FLX console experts available to take technical enquiries? We have and have always had an out of hours emergency response number, this is available from the Vari-lite website. Please find below the link. https://www.vari-lite.com/global/support/technical-support Daily monitoring and responding to forum posts, usually within one working day. No spam posts. The forum appears already to be out of control. The forum has slipped behind as we have been dealing with direct customer support, we are currently working on a solution to this. Fixture Library addition requests created and emailed back usually within one working day. We are creating fixture files for customers but as the workload has increased we have had to increase the estimated turn around time to up to a possible 21 days. We understand this is a big difference and we do endeavour to do them ASAP which is usually between 1 and 3 days. If the file is urgent, we recommend the customer creates the file themselves as this is a very easy process within the ZerOS Software, please see the link below. https://www.zero88.com/manuals/zeros/patching/add-fixtures/fixture-creator Ongoing ZerOS development with bug fixes and new features. Are there still dedicated ZerOS software developers actively in post? As I mention above, the software develop team has not changed this has in fact increased with developers in the UK, US and New Zealand. A roadmap for ZerOS progression, shared with users. A monitored ‘What would you like to see in ZerOS’ poll. Regular beta testing releases with feedback being acknowledged and logged. Updates and improvements to training manuals and YouTube content following ZerOS releases. Thank you for your suggestions, I will forward them to the product management team. As you can see from the above, Zero88 provided a truly comprehensive service to its users, at no extra cost. I would like to hope that a similar service will continue to be provided from the company that has the iconic and industry respected name of Vari-Lite. Thank you for your questions and I hope you find our response reassuring. We are constantly looking at our processes and internal procedures to improve the customer experience.