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Phone +44 (0)20 7384 9277 or Email firstname.lastname@example.org
Having selected RT Software to supply your broadcast graphics solutions, we understand on-going help and advice are essential. We provide bug fixes and new releases of the software for free as part of our annual Software Support contract.
Software Support. Available through an annual contract for any of the broadcast graphics products or solutions. Customers with a valid contract are entitled to reasonable telephone based assistance during UK office hours (UK 09.00 to 17.00) plus new interim releases of the software free of charge. Please note that as standard this does not include any on-site assistance.
Out of Hours Support. Customers requiring out of UK office hours support can extend their contracts to include this.
Hardware Support. We pass through the manufacturers warranties and can provide telephone assistance during office hours on the products that we qualify or supply. In addition, we may hold these products in stock ready for prompt shipment to you.
Additional Support. We appreciate that as a broadcaster you will have times when graphics can be critical. We can tailor a package of additional support to assist as required and this can include being on site with you anywhere in the world.
Please use the dedicated support address email@example.com instead of contacting a specific person at RT Software,
This has advantages:
To help us collate replies, track progress and close support cases please ensure your email includes the following:
In addition to a description of the problem, include the following:
Attach the log files from the following location:
Please specify at what time (as precisely as possible) the problem occurred.
Windows Only: If the problem terminated abnormally, please check for and send us a dump file. This will be located in
Also, please provide as detailed a description as possible of the issue. This should include:
How to record your screen: How to record your screen guide pdf
To allow remote access to customers machines RT Software uses the Teamviewer software.
Teamviewer allows you to selectively grant access to your machine so that RT Software can only login when you allow it.
If TeamViewer is not already installed on your PC you can download from their website
Once you start TeamViewer we need to know the ID and password.
RT Software does not depend on any custom hardware. All the hardware we use are commodity PCs, servers, and PCIe cards. Should your PC, server or PCie card become faulty you should contact the manufacturer or supplier directly for replacements under warranty.
RT Software is happy to provide help and advice should you have a failure, and if you have a critical situation we can check our stock for a suitable loan unit whilst repairs are carried out.
If you have a product from another manufacturer that incorporates our graphics technology, your official support agreement is with that other manufacturer.
However we are always happy to assist with general questions about the graphics we provide.
If you would like guidance on creating or authoring graphics you can contact our creative team at firstname.lastname@example.org
If you have other general questions, please contact email@example.com.
If you are asked to provide logs or other technical information about your setup, take a look at the first section above – ‘I want to report a problem’.
Older versions of software may install some documentation on the PC where your RT Software is installed, however all the current documents are held in our Document Library on our website.
We provide product licences in different ways, so please refer to the correct document. If you are not sure what you have please contact our Support team.
Software and Hardware Licences (Sentinel).
Note: this includes information for both physical dongle licences and software-only code licences using Sentinel. Click here
Some older systems use the SafeNet/Gemalto Dongle for licencing. More information here