Support and Maintenance

vCare - Your 24/7 pit crew

As creators of both the hardware and the software that powers it, we are experts in delivering fast, integrated, and comprehensive support, right when you need it - Access LiveEdge® Help Center

SUPPORT TO KEEP YOUR LIVE WORKFLOWS HUMMING

Ask a Guru!

Advanced Replacement

Fast turnaround

Our Mission.

To be a Trustworthy, Well-documented, Knowledgeable resource for our customers. When customers engage with Videon we want it to feel like Home. We desire to use our technology and global staff to be Anticipatory, Reliable, and Available. Lastly our aim is to approach every customer interaction with Empathy and Fun, bringing forth a positive value add experience.

What you Get with vCare.

Plans that meet your unique needs

vCare Premium Support

Designed for time-sensitive professional live streaming operations

24/7/365 Support

Software Improvements and Feature Updates

Customer Service Bulletins

Documentation and Customer Portal

Advanced replacement for RMAs

Ticket Priority: Severity 1, 2, and 3

Layer Engagement Services to fill gaps

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Find Out More!

Help Center

Engagement Services.

Sometimes you might need help with projects outside of our standard vCare Premium Support, and that’s okay. We offer time-based project support, through Engagement Services, to help you develop, setup and maintain your personalized workflows. This project work includes, but is not limited to set-up and configuration, onsite support, event monitoring, project management, and workflow architecture and design. Simply sign up for a bucket of hours to get rolling.
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Click on “Find Out More!” above to discuss your specific needs.

Frequently Answered Questions.

Where can I find more information on Support Plans?

Here is where you can find descriptions of the vCare Premium Maintenance and Support plans. vCare is included in LiveEdge® Subscriptions and is purchased annually for EZ products (Cloud Control is bundled with vCare).

Where can I find documentation?

You can access all documentation through our Help Center.

How do software updates work?

With vCare Premium Maintenance and Support, you will receive ongoing Upgrades, Updates and Bug Fixes on software issues that we identify.

This does not include existing and new licensed features.

How do I get my Videon device serviced or repaired?

With vCare Premium Maintenance and 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?

Live streaming operations are time-sensitive, with vCare Maintenance and Support, plans renew on an annual basis. vCare is included in LiveEdge® Subscriptions and is purchased annually for EZ products.

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

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?

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

Where do I find Cloud Control for EZ Encoders?

If your device has an active vCare, you will be able to configure, manage, and monitor your EZ product here - https://videoncloud.com/auth/login

Do you offer 24/7 support?

Starting January 1st, 2022, 24/7/365 support will be available with existing Premium Maintenance and Support Plans and vCare Premium Support.

Product Registration Page

Visit the Product Registration Page to register your Videon device.

How do I receive support?

You can submit support requests via our Help Center.