TECHNICAL SUPPORT POLICY

Phases of the Technical Support life cycle for Hardata┬┤s products

Standars Technical Support

This phase covers from a product launch to market, until the date Hardata decide to replace the product with a new version or a new product.

Dinesat products line

Users have a special open access service to the assistance center online on DINESAT where they can find a list of Frequently Asked Questions (FAQ) and a Forum  where expert users answer queries of other less advanced users.

Personalized support is not included in the product cost, and has an additional fee you can hire in the DINESAT.com online shop before using the service.

In this phase, technical support questions are answered through the online form on DINESAT.com (requires registration) with response time of less than 48 hours after receiving the request.

For those who do not have a pack of annual technical support, will only be responding without charge, inquiries regarding the purchase, download, installation and initial product activation through contact by e-mail to our customer services department.

Professional product lines (HDX servers or Video servers)

Business users of these products can hire special preventive maintenance services and support 7x24, by subscribing special contracts, which may include extended warranty up to 3 years. Ask about the different plans available in sales@hardata.com.

Extended Technical Support

The Extended Support comes into effect when new product releases or versions replace the current one. This phase generally lasts for one year.

Dinesat products line

It is only provided considering an annual current support pack, you can hire in the DINESAT.com online shop.

Professional product lines (HDX servers or Video servers)

Only is provided having a valid support and maintenance contract.

Discontinued products

Discontinued products do not have any kind of support, unless special contracts are signed to enable it.

Phase support by product

Product Phase From Date FAQ/Forum Support Type
Dinesat Pro Radio 10 Active Free Contract (Paid)
Dinesat Social Radio Active Free Contract (Paid)
Dinesat Radio 9 Extended 23 Oct 2013 Free Contract (Paid)
Dinesat Radio 8 No Support 30 Jan 2012
Dinesat 7 No Support 30 Oct 2010
Audys No Support 13 Jan 2004
Dinesat 4.5 MP3 No Support 27 Mar 2002
Dinesat 4.5 No Support 23 Jul 2000
Dinesat 4 No Support 23 Jul 2000
Dinesat 3 No Support 3 Jun 1998
Product Phase From Date FAQ/Forum Support Type
Hardata Smart Servers Active Contract (Paid)
Hardata Playout Active Contract (Paid)
Hardata Video Extended 30 Jan 2012 Contract (Paid)
Product Phase From Date FAQ/Forum Support Type
HDX Video Pro Extended 30 Jan 2012 Contract (Paid)
HDX Video Movie Extended 30 Jan 2012 Contract (Paid)
HDX Radio 3 Active Contract (Paid)
HDX Radio 1 Extended 30 Jan 2012 Contract (Paid)
HDX Iplay 3 Active Contract (Paid)
HDX Iplay 1 Extended 30 Jan 2012 Contract (Paid)

Hardata reserves the right to modify without notice the terms and conditions of the technical support service for its products. The acquisition of a software license, or the purchase of equipments, in any case does not enable free use of personalized support service.

Email Support

support@hardata.com

User Code

If you need a new user code, go to Code request form.

Dinesat

Forum
Dinesat Support

General info

info@hardata.com

USA

80 SW 8th Street Suite 2000
33130 Miami, Florida
Phone: +1 (305) 8314934

Argentina

Defensa 1245 Haedo
(B1706BNW) Buenos Aires
Phone: +54 (11) 4650 3110

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