Software upgrades
Software upgrades are provided automatically to all devices and software licenses covered by support. The latest software versions are available on MyTeleste Extranet and software upgrade licenses are supplied by email.
Contacting technical support
In case support is needed, we recommend you to submit an Online support request. You will be asked to complete a form, including your contact details and a description of the malfunction. A technical support representative will get back to you shortly.
Please note that Teleste´s technical support team handles support requests only for devices and software licenses covered by support. The support validity will be checked based on the product serial numbers, so please include them in your support request.
Alternatively you can also send your support request to support@teleste.com or contact our support team by phone +358 40 845 53 83, during office hours 8:00 – 16:00 (CET +1). Distributed Access support (Docsis Access Hub, Remote PHY devices) can be reached by phone +358 2 260 55 50 , during office hours 8:00 – 16:00 (CET +1).
Support status and support renewals
Information on support status is provided to all products covered by support on quarterly basis by email. For securing uninterrupted support, we also provide information on how to order support renewals for all products and software licenses which need to be covered by valid support.
Renew your support through our online support renewal form. Should you require information on the support status of your Teleste products, please feel free to contact us on support.renewal@teleste.com.
Support level specifications
The table below shows the support services included in the silver and gold level support for specific Teleste devices and software licenses.
Luminato, DAH, Optimo, Broadcast manager 64, Palomino
| Support service/Level |
Silver |
Gold |
|---|
| Email support |
x |
x |
| Telephone support |
x |
x |
| 24H Telephone support |
|
x |
| Remote diagnostics |
x |
x |
| Repair turn-around time (days) |
14 |
7 |
| Software updates and upgrades |
x |
x |
Distributed Access: AC9100 NEO RPD, AC9400 NEO RPD, DAN300, ICON9000 RPD, AC6440
| Support service/Level |
Silver |
Gold |
|---|
| Email support |
x |
x |
| Telephone support |
x |
x |
| 24H Telephone support |
|
x |
| Remote diagnostics |
x |
x |
| Repair turn-around time (days) |
14 |
7 |
| Software updates and upgrades |
x |
x |
CATVisor software: Argus, Commander, Smartloader
| Support service/Level |
Silver |
Gold |
|---|
| Email support |
x |
x |
| Telephone support |
x |
x |
| 24H Telephone support |
|
x |
| Remote diagnostics |
x |
x |
| Repair turn-around time (days) |
|
|
| Software updates and upgrades |
x |
x |
Optional services: Remote Supervision, Specialist Services (maintenance days, trainings, on-site support)
