Support
Having selected RT Software to supply your broadcast graphics solutions, on-going help and advice are critical in delivering user satisfaction. This, along with bug fixes and free of charge new releases of the software is included in an annual Software Support contract.
Support on our hardware is easy too. It is industry standard, low cost and from reputable manufactures with worldwide availability and that will provide you with good after sales service. Furthermore, all our products can run on the same platform meaning you can enjoy low cost n+1 redundant hardware strategies.
- If you need to take out a Software Support contract or see our SLA. Click here to download the .pdf
- If you need to contact RT Software Support? Use support@rtsw.co.uk
- If you need to update your tOG software licence? Click here for step by step instructions.
- If you need advice and information on downloading and installing our products? Click here for downloadable guides.
As a valued user of our software, we offer a low cost annual Software Support contract through which you can report any issues with our product, expect fixes and also benefit with new free of charge interim versions of our software. The software will be made available for you to download from our ftp site, and for you to install. Having a Support Contract does not include installation of the new versions of the software on site by RT Software, although this can be arranged on a chargeable basis.
Reasonable telephone support, upgrade advice and even remote assistance via a remote desktop is available by arrangement free of charge.
You can call us in the office during UK office hours or email on support@rtsw.co.uk at any time.
We understand that broadcast is a 24/7 business. Through prior arrangement or a simple upgrade to your standard Software Support contract you are able to call on us out of hours. Please contact sales@rtsw.co.uk
Click here for step by step instructions.
The following contacts at our major hardware partners may be useful for you. For hardware that RT Software has supplied we will of course assist in handling hardware support incidents.
HP Products
HP workstations ship with a 3 year world-wide on site warranty with a next day response. Please note this does NOT cover any third party items such as DVS video cards. Most workstations are ordered with a non-SDI nVidia GPU and in these cases the GPU will be covered by HP.
Check if an item is in warranty
It will prompt you for Product ID code and Product Serial Number (both located on a badge on the workstation).
If an item is in warranty then service is initiated by a call to:
HP Support (in the UK this is 0870 842 2339).
This takes you to a call centre that will undertake some basic problem diagnosis and will organise the engineer to come out the following day.
DVS Video Boards
DVS supplies video boards. These items are covered under a 24 month Return To Base (RTB) warranty.
DVS Digital Video Systems GmbH
Krepenstr. 8
30165 Hannover, Germany
tel: +49 511 678 07 32
Web: www.dvs.de
Administration contact: Johanna Schoene schoene@dvs.de
Bluefish Video Boards
Bluefish supplies video boards. Items are covered under a 12 month RTB warranty.
Bluefish 444 Europe Ltd
Joel Street Farm
Joel Street
Pinner,
Middlesex HA5 2PD, UK
Tel: +44 (0)20 8429 8345
Web: http://www.bluefish444europe.com
Sales and Technical Contact: Jonathan Fall JFall@bluefish444europe.com
Crystal Vision Keyers and Delays
Crystal Vision supply chromakeyers, linear keyers and delays. Items are covered under a 12 month RTB warranty.
Crystal Vision Ltd.
Lion Technology Park
Whittlesford
Cambridge CB2 4NL, UK
Tel: +44 (0)1223 497049
Web: http://www.crystalvision.tv
Sales Contact: Ray Davis Ray@crystalvision.tv
Technical Contact: Andrew King Andrew@crystalvision.tv
MoSys Heads
MoSys supply ptz heads and cranes fitting with tracking sensors.
Mo-Sys Ltd
Unit B211, Faircharm Trading Estate
8-12 Creekside
London SE8 3DX, UK
Tel: +44 (0) 20 8694 2076
Web: http://www.mo-sys.com/
Sales Contact: Michael Geissler michael@mo-sys.com
Technical Contact: Mark Seaton Markse@mo-sys.com
Vinten Heads
Vinten supply ptz heads, tracked pedistals and robotic heads and the free-d camera tracking systems.
Vinten Broadcast Ltd
Western Way
Bury St Edmunds
Suffolk IP33 3TB, UK
Tel: +44 (0)1284 752121
Web: http://www.vinten.com
Sales Contact: Mark Osborn Mark.Osborn@vinten.com
Admin Contact: Hayley Virciglio Hayley.Virciglio@vinten.com
