Support services Q&A

Is technical support for free?

In order to benefit from our professional support services, certain Teleste devices and software licenses require the payment of support fees. The support validity of these products will be checked based on the product serial numbers when submitting a support request. Therefore it ́s required to include the products serial numbers in your support request.

Which Teleste products need to be covered by valid support?

The following Teleste products are listed under the support fees policy. Luminato, Optimo, Broadcast Manager 64bit, Palomino II. (Distributed Access) DAH100, DAH120, AC9100 NEO RPD, AC9400 NEO RPD, DAN300, DAN3, ICON9000 RPD, AC6440, DAS. (CATVisor software) Argus, Commander, Smartloader.

Where can I find the Premium support (24/7) contact info?

If your Teleste products are covered by Premium level support, you can obtain the 24/7 support contact information by submitting your request to our Networks CARE team support.sales@hardcasetechnologiesjapan.com. Please include the product serial number for support level verification.

What services are included in Teleste ́s technical support?

The Support Levels table below shows the support services included in the Premium and Standard support for specific Teleste devices and software licenses.

support levels

Premium

The following services are included in Teleste´s Premium support

  • Online support
  • Software upgrades & updates
  • Email support
  • Telephone support
  • 24/7 Telephone support
  • Remote diagnostics
  • Repair turn-around time: 7 days

Standard

The following services are included in Teleste´s Standard support

  • Online support
  • Software upgrades & updates
  • Email support
  • Telephone support
  • 24/7 Telephone support
  • Remote diagnostics
  • Repair turn-around time: 14 days