VITEC Support Plans
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.
Download the VITEC Support Brochure
To access support, please visit the VITEC HelpDesk here.
| Standard Warranty | Silver Plan | Gold Plan | Platinum Plan | ||
|---|---|---|---|---|---|
| Hardware Repair | |||||
| Hardware Repair | 24 months | ✔ | ✔ | ✔ | |
| 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 | - | 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 | - | 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 | 365x24x7 hotline Response within 4 hours | 365x24x7 hotline Response within 2 hours | |
| Support Inquiries Via Helpdesk | |||||
| Support Inquiries Via Helpdesk | Response within 4 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) | - | 30% discount + T&E | 50% discount + T&E | 70% discount + T&E | |