With any NRCS install and launch, there are going to be times when the system gets wonky, either by user error or technical issue. The dreaded “call support” moment comes, and you don’t know if you’ll get a real human to answer.
First, there’s a button right on the screen where you can send a message instantly to Prague from your computer detailing what went wrong and they can go into the guts of the system to investigate. This was great as it didn’t hamper my workflow unless it was a work-altering issue.
For those support phone calls, Octopus always answered. Even when we were two hours from news time facing technical difficulties. When I didn’t have an engineer around, they made me feel comfortable helping out with the surveillance on the station end to help troubleshoot. They always attacked any problem with tenacity and resilience, even when the problem was originating in a connecting system. They never assigned blame, they just worked through the problem.
They followed up to make sure it was still working. They worked their troubleshooting around news schedules and weren’t pushy with anything unless the station was comfortable with it.