VITEC Support Programs
VITEC's wide range of professional video solutions is designed to meet the highest standards of reliability and quality.
In addition to standard support and warranty services, VITEC offers several extended support programs. These comprehensive programs provide extended software and hardware coverage, superior access to our technical support engineers, rapid turn-around of replacement parts as well as valuable online resources to help you maintain your video services and ensure critical equipment is always fully operational. .
By subscribing to one of VITEC's support programs, you significantly improve your ability to respond proactively and quickly to technical issues. As a subscribed customer, you are updated with the latest software modules as soon as they are released, get replacement hardware delivered to your facility as soon as an error occurs and benefit from preferential pricing on software upgrades and when scheduling on-site visits at your facility.
VITEC's support programs also include access to our annual advanced technical training schools, allowing you to get the maximum out of your video platforms and offer the best level of service.
| Standard Warranty | Bronze Program* | Silver Program | Gold Program | Platinum Program | |
|---|---|---|---|---|---|
| Hardware Repair | |||||
| Hardware Repair | First year only | ✔ | ✔ | ✔ | ✔ |
| Advanced Replacements | |||||
| Advanced Replacements | - | - | - | Ships within 48 hours | Ships within 24 hours |
| Critical Security Updates | |||||
| Critical Security Updates | 90 days | ✔ | ✔ | ✔ | ✔ |
| Minor Software / Firmware Updates | |||||
| Minor Software / Firmware Updates | - | 25% discount | 45% discount | ✔ | ✔ |
| Major Software / Firmware Updates | - | - | 45% discount | 65% discount | ✔ |
| Tickets for VITEC's Advanced IPTV Training Events | |||||
| Tickets for VITEC's Advanced IPTV Training Events | - | Full Price | Seats at 30% discount | 1 seat included, 50% off each additional | 3 seats included, 70% off each additional |
| Support Inquiries Via Phone | |||||
| Support Inquiries Via Phone | - | 9AM-5PM Mon-Fri | 9AM-5PM Mon-Fri | 365x24x7 hotline 4-hour response | 365x24x7 hotline 2-hour response |
| Support Inquiries Via Helpdesk | |||||
| Support Inquiries Via Helpdesk | Response within 4 business days | Response within 2 business days | Response within 1 business day | Response within 24 hours | Response within 24 hours |
| Online Remote Diagnostics and Engineering Support | |||||
| Online Remote Diagnostics and Engineering Support | - | ✔ | ✔ | ✔ | ✔ |
| On-site Engineering Support Fees (per day) | |||||
| On-site Engineering Support Fees (per day) | - | Full Price + T&E | 30% discount + T&E | 50% discount + T&E | 70% discount + T&E |