Support services Q&A

How do I get support when I need it?
In case of need technical assistance, you can send an online support request for technical support. Your support request will be registered and our technical support representative will get back to you shortly.
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
(CATVisor software) Argus, Commander, Smartloader
How do I order support renewals?
If you wish to renew the support for some specific Teleste devices or software licenses, you can order support renewals via our online support renewal form. The form can be found on the Support agreements and renewals page.
Do you offer solutions to have valid support for all my Teleste products?
You can cover all your Teleste devices and software licenses with our support services by utilizing our comprehensive Support Agreements plan. This guarantees an uninterrupted and carefree support coverage for all your Teleste products under a single agreement. You can submit a request to receive a proposal by completing the Support Agreements proposal form. The form can be found on the Support agreements and renewals page.
How can I upgrade the software of my devices and licenses?
The latest software releases can be downloaded from MyTeleste. Under Teleste ́s software licensing policy, the software can only be upgraded when the products are covered by valid support. Software license keys, which are needed to activate software upgrades in specific Teleste products, are automatically provided to the customers for all their devices and software licenses which are covered under valid support.
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

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

Standard

The following services are included in Teleste´s Standard support

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