VITEC’s wide range of professional video solutions is designed to meet the highest standards of reliability and quality. By subscribing to one of VITEC’s support plans, you significantly improve your ability to respond proactively and quickly to technical issues.
In addition to standard support and warranty services, VITEC offers several extended support plans. These comprehensive plans provide extended software and hardware coverage, with the ability to learn about and access the various updates as soon as they are released; direct access to our technical support engineers; rapid turn-around of replacement hardware; as well as valuable online resources to help you maintain your video services and ensure critical equipment is always fully operational.
VITEC’s support plans also include access to our annual advanced technical training events, allowing you to get the maximum out of your video platforms and offer the best level of service.
To access support, please visit the VITEC HelpDesk here.
Support Plan Features
| Silver Plan | Gold Plan | Platinum Plan | |
|---|---|---|---|
| Hardware Repair | ✓ | ✓ | ✓ |
| Advanced Hardware Replacement* | - | Ships next business day | Ships next business day |
| Critical Security Updates | ✓ | ✓ | ✓ |
| Minor Software/Firmware Updates | 45% discount | ✓ | ✓ |
| Major Software/Firmware Updates | 45% discount | 65% discount | ✓ |
| Tickets for VITEC's Training Course and Advanced IPTV Training events | Seats at 30% discount | One complimentary seat per event. Additional seats at 50% discount | Three complimentary seats per event. Additional seats at 70% discount |
| Standard Support Inquiries Via Phone** | 9AM-5PM Business Days | 9AM-5PM Business Days | 9AM-5PM Business Days |
| Standard Support Inquiries Via Helpdesk | Response within 1 business day | Response within 24 hours | Response within 24 hours |
| 24/7x365 Emergency Hotline Inquiries (Emergency Support) | - | Response within 4 hours | Response within 2 hours |
| Remote Support for Troubleshooting and Issue Resolution | ✓ | ✓ | ✓ |
| On-Site Support for Troubleshooting and Issue Resolution (per day) | 30% discount + T&E | 50% discount + T&E | 70% discount + T&E |
* Shipment of advanced replacement parts above SLA commitment is subject to availability of off-business-hours special/express freight service and to freight providers’ pickup schedules to the VITEC office in your region.
** Business Days: please refer to the Support Plan Welcome Letter for details of your local VITEC Support office.
