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Support and Maintenance

Maintenance and support from the people who know Videon best

As the company behind both the hardware and the software that powers it, we deliver fast, integrated, and comprehensive support right when you need it.

Reliable support to keep your operations running
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Access to Videon product experts

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On-demand replacement service

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Fast turnaround times

Choose the plan you need

Plans that meet your unique needs

Premium Maintenance & Support

For professional operations that need high priority and fast response time for expedited resolution of support needs.

Extended Warranty (Device Warranty)
Software Improvements and Feature Updates
Customer Service Bulletins
Access to Documentation and Customer Portal
Exclusive Access to pre-release Beta features
Advanced replacement for RMAs
Immediate and expedited shipping of replacement upon request
Ticket Priority: Requests are moved to the top of the queue
Severity 1, 2, and 3 ticket priority
24/7/365 Support
Contact Sales
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Standard Warranty & Support

For operations that need quality support, but have flexible schedules and/or limited budgets.

One year hardware warranty limited to defects in materials and workmanship (two years in EU)
Access to Documentation and Customer Portal
Maintenance Releases
Repairs via RMA process (replacement provided if we cannot repair)
Shipping of replacements (one to four weeks)
Customer Service Bulletins
One Year of Customer Support
Severity 2 and 3 ticket priority
Register

Frequently Answered Questions

How do I extend my warranty?

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Upgrade to premium support to extend the lifetime of your warranty.

Where can I find documentation?

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You can access all documentation through our Help Center.

How do software updates work?

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With Standard Warranty & Support, you will receive ongoing bug fixes and updates on software issues that we identify.
Additionally, with Premium Maintenance & Support you will receive periodic software improvements and feature updates.

How do I get my Videon device serviced or repaired?

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With Standard Warranty & Support, we have an RMA process via our Help Center for any registered device that needs to be serviced.
Additionally, with Premium Maintenance & Support we offer advanced replacement of faulty units, along with expedited shipping for your exchanged device.

How long will I receive support after registering my device?

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With Standard Warranty & Support, you will receive one year of technical support (two years for legacy devices).
Additionally, with Premium Maintenance & Support you will receive technical support for the length of your subscription.

What is the difference of severities when submitting a support ticket?

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Severity Level 1: The highest priority ticket where your workflow is down and you are unable to stream with no available workaround.
Severity Level 2: A medium priority ticket where you are able to stream with a workaround, though your desired workflow is not fully-functional.
Severity Level 3: The lowest priority ticket where you are able to stream and your workflow is functional, but there is an inconvenience.

What is your service response time?

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Our standard response times can be found in our support and maintenance agreements.

Do you offer 24/7 support?

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Starting January 1st, 2022, 24/7/365 support will be available with a Premium Maintenance & Support subscription. Upgrade now!

How do I register my device?

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Visit the product registration page to register your Videon device:
Registration is required to receive the Standard Warranty & Support

How do I receive support?

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Registration is required to receive the Standard Warranty & Support.
Videon customers also have the option to upgrade to Premium Maintenance & Support
Customers who purchase Videon devices before January 1st, 2022, must register their devices by January 31st, 2022, in order to receive one year of Standard Warranty & Support (two years in the EU).
You can submit support requests via our Help Center

What is a legacy Videon device?

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A legacy Videon device does not have an SD card slot.
Legacy devices are still required to be registered to receive support.
Legacy devices will receive Standard Warranty & Support for two years once registered.
Legacy devices have the option to upgrade to Premium Maintenance & Support at any time.
Legacy customers have to register by January 1st, 2022 to receive Standard Warranty & Support.
Due to our new offerings, there will be a price increase for Premium Maintenance & Support starting February 1st, 2022. Contact sales for pricing!
User Testimonials

Trusted by 1000+ customers

best streaming service

“Many of the cheaper encoders could not meet our bar for quality and compression efficiency as well as what our customers expected in the way of quality and reliability.”

Tero A.
CEO & Co-founder, Augmenta
best streaming service

“When our client commented on how easy it was to use, and a major news channel comments on how great the feed looked we knew that we’d made the right decision to go with VersaStreamer 4K.”

Ben K.
Director of Technology, BNY Pro Solutions