Digidesign Support Assurance & Hardware Assurance Contracts



Digidesign Customer Support offers additional Support Assurance services to enhance after-sales support. These services extend technical support for hardware and software products with one of two levels of enhanced telephone support and repair/replacement coverage.

The telephone services available in North America are:
  • Digidesign Premium Support Assurance 24/7
  • Digidesign Priority Support Assurance
  • Digidesign Standard Support Assurance

Also available is Digidesign Hardware Assurance, giving the option to extend the warranty on Digidesign hardware products for an additional 12 months. For information on Hardware Assurance, please see the information farther down this page.


What is Digidesign Support Assurance?



Digidesign currently offers all customers complimentary technical support by telephone for a fixed period of time up to a maximum of 12 months dependent on product. Digidesign Support Assurance agreements will extend standard complimentary telephone-based technical support for a further year. A Support Assurance agreement gives you the peace of mind for having access to industry-leading technical support for 12 months for a fixed fee, rather than having to wait for emails to be answered or to pay for Premium Access lines.

FEATURES

Digidesign Premium Support Assurance 24/7
  • Toll-free ProAxess 800 Line
  • Priority access to senior support staff 24 hours a day, 7 days a week all year round
  • Virtually no hold time during business hours
  • Calls returned within 15 minutes during non-standard business hours
  • All-inclusive coverage for all hardware and software in a system
  • 30% discount on non-warranty repairs
  • Complimentary compatible software upgrade and updates.
    [When available during agreement term]
  • Priority handling of upgrade orders
  • Coverage for additional systems can be purchased at a discounted price

Digidesign Priority Support Assurance includes:
  • Toll-free ProAxess 800 Line
  • Priority access to senior support staff (during regular business hours)
  • Virtually no hold time
  • All-inclusive coverage for core cards and expansion cards, interfaces, and software

Digidesign Standard Support Assurance
  • Complimentary phone support for a full year past the warranty period
  • Access to Digidesign Technical Support through the standard support phone number
    (650.731.6100), during regular business hours
  • All-inclusive coverage for all hardware and software in a system
  • Coverage for additional systems can be purchased at a discounted price


How can a Digidesign Support Assurance agreement be purchased?
A Support Assurance agreement can be purchased in one of the following ways:
  • For HD systems, please contact Digidesign Professional Services at 1-888-468-3444
    (Monday through Friday 9:00AM to 5.00PM).
  • For LE systems please purchase through the Digidesign Webstore
    • See "Support Assurance" listed under Services or Support Services, depending on your location


What is Digidesign Hardware Assurance?



Today every Digidesign hardware product is sold with a warranty period governed by the laws of the country it is purchased in. Once the warranty period has expired any required repairs are chargeable. Now with the Digidesign Hardware Assurance program you can extend the product’s warranty period for up to six years for a fixed price per product. So you can continue to enjoy the same outstanding repair and replacement services from Digidesign with the peace of mind that there will be no extra repair costs should a product develop a fault.

FEATURES
  • Extend the warranty of hardware products for an additional twelve months.
    [Beyond the standard warranty period.]
  • Enjoy the peace of mind that for a single fixed price per product.
    [There will be no extra repair costs.]
  • Reduced administration delays.
    [No requests for extra paperwork to process the repair, even if the optional Advance Replacement service is requested, or spare parts are needed to carry out the repair.]
  • Complimentary advance replacement of defective products [excludes ICON Worksurfaces]
How can Digidesign Hardware Assurance be purchased?
  • For HD systems, please contact Digidesign Professional Services at 1-888-468-3444
    (Monday through Friday 9:00AM to 5.00PM).
  • For LE systems please purchase through the Digidesign Webstore
    • See "Hardware Assurance" listed under Services or Support Services, depending on your location
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