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.

Download the VITEC Support Brochure


Standard Warranty Bronze Program* Silver Program Gold Program Platinum Program
Hardware Repair
Hardware RepairFirst year only
 Advanced Replacements
Advanced Replacements---Ships within 48 hoursShips within 24 hours
 Critical Security Updates
Critical Security Updates90 days
 Minor Software / Firmware Updates
Minor Software / Firmware Updates-25% discount45% discount
  
Major Software / Firmware Updates--45% discount65% discount
 Tickets for VITEC's Advanced IPTV Training Events
Tickets for VITEC's Advanced IPTV Training Events-Full PriceSeats at 30% discount1 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 HelpdeskResponse within 4 business daysResponse within 2 business daysResponse within 1 business dayResponse within 24 hoursResponse 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&E30% discount + T&E50% discount + T&E70% discount + T&E
*Bronze Program applicable to MGW portable encoders and decoders only. A minimum 3-year period is required.