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Support Services
- Unisight Technical Support is available Monday-Friday from 9:00am-5:00pm MST.
- Techical support services are offered in English only.
- If you are using the Unisight suite of video management software applications and need support you must first contact your Integrator/Dealer who you purchased your system from. Your Integrator/Dealer will in turn contact Unisight if they require our assistance.
- Internet connectivity may be required for remote support sessions and will be facilitated through the Unisight Remote Support application. Services such as LogMeIn, Skype, TeamViewer, MSN Messenger, ShowMyPC, etc. cannot be used due to commercial license requirements.
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Support Qualifications
- Techical support is only offered to our direct customers (Integrators or Dealers), or to customers who have purchased a support license from Unisight.
- If you have obtained Unisight software/hardware from a third party you may still qualify for Techical Support by purchasing a support license from Unisight.
- Support for third-party hardware or software is not provided by Unisight. Third-party hardware or software includes, but is not limited to modems, routers, web browsers, firewalls, anti-virus, etc.
- When contacting Unisight Support you may be required to provide the serial number of the system, the version number of the Unisight software or model number of the video encoding device. Please have this information available before contacting Unisight Support.
- When contacting Unisight Support you may be required to identify yourself by providing your name, contact number, company, etc.
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Software Upgrade Eligibility
- Software upgrades within the same platform are free at all times and available from the Downloads section of Unisight.net.
- Software upgrades between different platforms (example: Professional to Enterprise or Standard to Professional or Standard to Enterprise) will require you to purchase a software license for each video processing device on the desired platform.
- Video processing devices that have failed and have been replaced by a different video processing device will require a new software license and can be obtained at no additional fee if a verifiable RMA number from the video processing device's manufacturer is provided.
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RMA Services
- RMA numbers are issued once a Unisight Support Agent has undergone the troubleshooting procedure and determined that replacement hardware is required for further troubleshooting.
- If the hardware that was RMA'd is not shipped back and received by Unisight an invoice will be issued for the hardware component.