Support
Support packages.
Cablecast offers coverage options for your hardware and software, including free basic technical support for the life of your hardware. We never charge per case or per hour for technical support.
Coverage plans
Pick the level of coverage you need.
Bronze
Free technical support for the life of your hardware.
- Free technical support via phone or email
- Free off-air support during business hours
- Hourly hardware RMA *
- All minor & major software releases at no cost
Gold
All software releases, with blanket coverage on your whole system.
- All minor & major software releases
- Blanket coverage on your entire system
- Premium features: Social Streaming & Content Submission Portal
- Remote troubleshooting
- Email + phone support
Platinum
Most completeEverything in Gold, plus after-hours support, loaners and training.
- All minor & major software releases
- Blanket coverage on your entire system
- Emergency after-hours support
- Overnight loaner equipment
- 2 hours of personalized training & update assistance
Compare plans
What’s included, side by side.
| Feature | Bronze | Gold | Platinum |
|---|---|---|---|
| Software updates | Included | Included | Included |
| Premium feature: Social Streaming | Not included | Included | Included |
| Premium feature: Content Submission Portal | Not included | Included | Included |
| Remote troubleshooting | Not included | Included | Included |
| Support | Email + phone | Email + phone | |
| Upgrade assistance | Hourly rate | Hourly rate | Included |
| Training hours | Hourly rate | Hourly rate | Included |
| Third-party remote-access tools | Not included | Not included | Included |
| Active Directory configuration | Not included | Not included | Included |
| Loaner systems | Not included | Not included | Included |
| After-hours support | Not included | Not included | Included |
| Shadow server configuration | Not included | Not included | Included |
Hardware
Extended hardware warranty.
Extended warranty
Coverage past the included 3-year factory warranty.
- Hardware coverage beyond the 3-year factory warranty
- Labor & parts covered
- Annual renewal
Every system includes a 3-year factory warranty covering parts and labor (RMA). Extended coverage is available for years four and five; pricing is based on your system’s I/O.
A system can carry up to five years of total coverage, a mix of factory and extended warranties. After that, hourly RMA service is available on a case-by-case basis.
* Hourly hardware RMA applies to systems not under factory or extended warranty coverage; parts and labor are billed for hourly RMA servicing.
A system can have up to 5 years of total coverage (factory + extended). Hourly RMA service is available case-by-case after the 5-year period.