Whilst we don’t offer it as standard, please speak to a member of the team to get a bespoke quote.
1
YearAscentae Support
Extended Warranty & Support Services
Ascentae Extended Warranty & Support Services are designed to give you complete peace of mind with fast expert support and advance replacement services from Ascentae.
Get Support
Extend Your Investment By:
3
Years5
YearsMaximize Uptime, Protect Your Investment
Ascentae Extended Warranty & Support Services reduce downtime, simplify fault resolution, and extend the life of your technology investment. We ensure that your products are always on by extending the life cycle of your investment for 1, 3 or 5 year terms. Whether you need remote technical support and advance replacement, or a fully managed on-site swap-out service for specialist products, we offer support packages that help keep systems up and running.
Get SupportWhy Choose Ascentae Support?
When a product develops a fault, waiting weeks for a return-to-base repair is disruptive and expensive. Depending on the product, delivery costs for return-to-base processes can be high and delays caused by fault diagnosis can significantly impact your business.
Ascentae support services are built to minimise that disruption with practical, UK-based support that gets problems diagnosed quickly and replacement processes moving fast.
- UK-based technical support from trained specialists
- Faster fault diagnosis and triage
- Advance replacement options on supported products
- Reduced downtime for end users
- Access to software updates and upgrades on Silver-supported products
- RMA handling through Ascentae’s UK warehouse
Support Plans
Silver Support Service
Ascentae Silver Support is designed for partners and customers who want enhanced protection beyond the manufacturer warranty, with expert technical support and advance replacement for supported products.
- Unlimited technical support during working hours
- Advance parts replacement, shipped same day where applicable
- Software updates and upgrades
- 1, 3, or 5 year contract options
Gold Support Service*
Ascentae Gold Support is designed for Jupiter customers who want a more complete managed service. In the event of a diagnosed hardware failure, Ascentae provides advance replacement and arranges on-site engineer attendance to carry out the swap-over and recommissioning of the replacement product.
- Unlimited technical support during working hours
- Engineer on-site support in the event of potential hardware failure
- Managed replacement process for supported products
- 1, 3, or 5 year contract options, depending on product range
*Jupiter customers only
Which Manufacturers do we support?
| Manufacturer Warranty | Ascentae Silver Warranty 1 year, 3 years or 5 years |
Ascentae Gold Warranty 1 year, 3 years or 5 years |
|
|---|---|---|---|
| GoBright | 1 year | ✓ | |
| Huddly | 3 years | ✓ | |
| Iadea | 1 year | ✓ | |
| Jupiter | 3 years | ✓ | |
| Maxhub | 3 years | ✓ | |
| Nureva | 2 years | ✓ | |
| ProDVX | 5 years | ✓ |
Level of support
| Feature | Manufacturer Warranty | Silver | Gold |
|---|---|---|---|
| Technical support | Limited | ✓ | ✓ |
| Advance replacement | ✕ | ✓ | ✓ |
| On-site engineer | ✕ | ✕ | ✓ |
How Support Works
Telephone support is available:
0800 368 8074(option 2)
Raise a ticket by email:[email protected]
9:00am to 5:30pm, Monday to Friday, excluding UK public holidays.
Stage One
Log a support request
Raise a ticket via 0800 368 8074 or [email protected].
Stage Two
Technical triage
Our team diagnoses the issue and determines whether it can be resolved remotely or requires replacement.
Stage Three
Replacement or resolution
Our team will work with you on a resolution or provide replacement.
Frequently Asked Questions
Can I get Gold Support for products other than Jupiter?
What is covered under Silver support?
- Unlimited technical support during working hours
- Advance parts replacement, shipped same day where applicable
- Software updates and upgrades
- 1, 3, or 5 year contract options
What information should I submit when I log a ticket?
- Make, model and serial number of faulty product
- Full description of the issue/s
- Photos, video or audio recording of the issue where applicable
How do I log a ticket?
Phone 0800 368 8074 and select option 2, from 9:00am to 5:30pm, Monday to Friday, excluding UK public holidays or raise a tickets by email at [email protected].
Is next-day replacement guaranteed?
If a fault is confirmed before 2pm we will ship from stock the same day. Next working day delivery is subject to the courier service and therefore cannot be guaranteed. Faults confirmed after 2pm will be processed the following day.
What happens if a product fails?
Please raise a ticket with us as soon as possible so we can help resolve the issue.
Can I get Gold Support for products other than Jupiter?
Whilst we don’t offer it as standard, please speak to a member of the team to get a bespoke quote.
What is covered under Silver support?
- Unlimited technical support during working hours
- Advance parts replacement, shipped same day where applicable
- Software updates and upgrades
- 1, 3, or 5 year contract options
