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Premium Support
Support Guide
Telestream GearCare Guide
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Premium Support
Support Guide
Copyright and Trademark Notice
©2016 Telestream, LLC. All rights reserved. No part of
this publication may be reproduced, transmitted,
transcribed, altered, or translated into any languages
without written permission of Telestream, Inc.
Information and specifications in this document are
subject to change without notice. All negotiated
resolution times are approximate and not binding.
Telestream, Inc. assumes no responsibility or liability for
any errors, omissions, or inaccuracies that may appear
in this guide.
Telestream, CaptionMaker, Episode, Flip4Mac,
FlipFactory, Flip Player, Lightspeed, ScreenFlow, Switch,
Vantage, Wirecast, Gameshow, GraphicsFactory,
MetaFlip, and Split-and-Stitch are registered trademarks and MacCaption, e-Captioning, Pipeline, Post
Producer, Tempo, TrafficManager, and VOD Producer
are trademarks of Telestream, LLC. All other trademarks
are the property of their respective owners.
All other brand, product, and company names are the
property of their respective owners and are used only
for identification purposes.
Telestream, LLC.
848 Gold Flat Road
Nevada City, CA 95959
Phone: +1 530-470-1300
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Premium Support
Support Guide
Table of Contents
Copyright and Trademark Notice 2
Welcome to the Wirecast GearCare Support Program 4
GearCare Support Services 4
Program Overview 4
Parts and labor Warranty 4
Advance Replacement 4
Premium Support for Wirecast and Switch 4
Software Upgrades 4
Remote Access Services 4
Effective Date 4
Response Times 5
Technical Support Contact Methods 5
What To Expect When You Contact Telestream Desktop Support 5
Phone 5
Online Support 5
Customers via Resellers 5
Return Material Authorization (RMA) Procedure 5
Support and RMA Process 5
What is not covered in Premium Support Services 6
Training 6
Support for older software versions 6
Support during Live Events and Project Deadlines 6
Support for 3rd Party Hardware/Software 6
Resolutions 6
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Premium Support
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Welcome to Wirecast Gear
Premium Support Program!
Dear Customer,
Wirecast GearCare is a powerful upgrade that extends
Warranty and Support on a Wirecast Gear system to
three years. Included is full Wirecast/Switch Premium
support for direct access to Telestream technicians,
Next Day Air advanced replacement if your system fails
and access to the latest versions of our software.
This guide is meant to assist you in understanding the
technical support service Telestream offers for Wirecast
Gear.
This guide will outline the following:
• GearCare Support Services
• Technical Support Contact Methods
• What To Expect When You Contact Telestream
Desktop Support
• What is not covered in Premium Support Services
Thank you,
Telestream Desktop Support Team
GearCare Support Services
GearCare includes priority telephone and email support, expedited system replacement in case of failure,
discounted software upgrades and remote access
services.
Program Overview
GearCare provides 3-years of:
• Parts and labor warranty
• Advance replacement – Next Day Air replace for
failed systems
• Wirecast Premium Support services ($597 value)
• Switch Premium Support services
Parts and Labor Warranty
GearCare upgrades the standard 1-year Depot Warranty to a full three years of protection. If any of the
hardware included in the system fails due to design or
defect, we commit to repair or replacing the components to your satisfaction.
Advance Replacement
Live video production creates a need for immediate results and when your Wirecast Gear system experiences
a hardware failure, we’ll ease the stress by overnighting*
a new or refurbished unit that becomes yours going forward. Simply return the defective unit within ten working
days and you’re all set.
*normal commercial shipping days
Premium Support for Wirecast and Switch
Our experienced support team is just an email or phone
call away. With priority response time and remote
access services for faster solutions, you will get the help
you need quickly.
Software Upgrades
Software upgrades will be available at a discounted price for Wirecast software and free upgrades
for Switch. Software upgrades include new features,
enhancements, and major releases for the software (i.e.
version 6.x to version 7.x).
Remote Access Services
Remote Access Service is a fast and secure method of
allowing a support technician to access your computer,
identify the issue, and resolve it. Remote access software is pre-installed on every Wirecast Gear system so
the technician can quickly access your computer and
troubleshoot the issue.
Effective Date
GearCare will take effect from the day of your Wirecast
Gear purchase. You will have immediate access to the
advanced replacement and to our support team for the
next 3 years.
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Response Times
Telestream will make reasonable efforts to respond to a
Support Service request within 8 business hours from
Monday through Friday, between 8:00AM – 5:00PM
Pacific Time (PT) excluding holidays.*
*Telestream, Inc. observes the following U.S. holidays: New Year’s Day,
President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, and Christmas Day.
Technical Support Contact Methods
Here are some of the ways you can get support:
• Visit our Support website
• Browse our Knowledge Base
• Explore our Community Forum
• Send us a Message
• Give us a call: 1-844-550-5208 (toll-free) or 1-530-
470-2029 (International)
What To Expect When You Contact
Telestream Desktop Support
Phone
You can speak directly to one of our experts by calling
the phone number provided on your purchase confirmation (1-844-550-5208). A Support Specialist will ask
for your Premium Support order number or product
serial number. Once your account is verified, the Support Specialist will also confirm your email and phone
number on record.
A support case will be started and the Support Specialist will ask for information about your Wirecast Gear
system and production environment. A case number
will be provided to you for your records. If a technician
is available, your case and call will be transferred to a
technician. If a technician is not available, we will do
our best to provide a call back when one is available or
within 8 business hours.
Online Support
To submit a case online, please go to our Wirecast Gear
Support page, then click “Contact Support” and check
the box that says, “I have Premium Support.” Enter
the order number that can be found on your purchase
confirmation. If you do not have your order number, we
can still verify your Premium Support Service through
your software’s serial number. Once we receive your
case, it will be given the highest priority. We’ll get back
to you as quickly as possible, and within 8 business
hours.
Customers via Resellers
If you purchased your Wirecast Gear system through a
Reseller, you should initially contact the reseller for
technical support as Telestream resellers are extremely
knowledgeable about our products and your workflows.
If you did not purchase GearCare, your Reseller will
continue to be the primary avenue of direct contact
technical support. If you purchased GearCare, you may
receive support from either your reseller or Telestream
as desired.
Return Material Authorization (RMA) Procedure
If you are instructed by Telestream Support or your Reseller to return your Wirecast Gear, follow the procedure
below. Before returning your Wirecast Gear, Telestream
recommends that you back up the entire contents of all
computer drives. Please do not return a Wirecast Gear
unit unless you receive an RMA from Telestream or
your Reseller first.
Support and RMA Process
1. Contact the reseller where your hardware was purchased for service. If you purchased directly from
Telestream or your unit is covered by Premium
Support, contact Telestream.
2. Telestream Support opens a case for you in our
Salesforce tracking system.
3. Telestream Support follows an established drilldown to categorize the problem, and determine a
resolution path.
4. If the problem is beyond our initial level of Support,
our representatives will use Teamviewer software to
access and diagnose your device remotely. You will
need to grant us access to your device.
5. Upon a failed hardware diagnosis, our representative escalates the case to an RMA and gives you
instructions for shipping the unit to our manufacturing partner for repair.
6. The RMA process triggers a case with our manufacturing partner.
A. If you have Premium Support, the manufactur-
ing partner gathers your shipping and contact
information and sends you an overnight
replacement. The manufacturer will also give
you instructions and an RMA for returning the
failed unit.
B. If you do not have Premium Support, the
manufacturing partner gives you instructions
and an RMA for returning the failed unit and
gathers your return shipping information. You
are requested to ship the unit to our manufacturing partner for repair and return to you.
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7. Upon case resolution, Telestream Support reviews
and closes the case and sends you a satisfaction
questionnaire.
8. We appreciate your business and ask you to return
the questionnaire promptly so that we can continue
to improve the quality of our product support to
you and our other customers.
What is not covered in Premium
Support Services
Training
• Premium Support is for troubleshooting technical
issues with your product. For product tutorials,
demos, webinars & training, please see our
“Wirecast Gear Training Resources” page.
Support for older software versions
• We recommend that you update to the latest
version of your Wirecast and Switch software. To
find out what the latest version for your product is,
please open the application and go to “Check for
updates” or you can download the latest version of
Wirecast or Switch on our download pages.
Support during Live Events and Project Deadlines
We will do our best to be available Monday through
Friday, from 8 am to 5 pm. We ask that you please test
your workflows ahead of time and schedule a call with
the support team before your live event or project deadline. Plan an 8-business hour “Response Time” as Telestream cannot be responsible for providing Premium
Support services before or during live events or specific
project deadlines.
Support for 3rd Party Hardware/Software
We will make a reasonable effort to support the Windows OS. The machine was built for the purpose of live
streaming. We will troubleshoot and confirm if an issue
is indeed in our software/ hardware or if you will need
to remove the 3rd party software to resolve the conflicting issue. Premium Support coverage does not include
the support of customizations developed by 3rd party
business entities regardless of the interconnectivity to
Telestream products.
If we find that a 3rd party device or software is conflicting with Wirecast Gear we may recommend that you
back up the entire contents of all computer drives and
reset Wirecast Gear to original factory settings.
Resolutions
Generally, a support incident is resolved when you
receive one of the following:
a) Information that resolves the problem;
b) Information on how to obtain a 3rd party software
solution that will resolve the problem;
c) Notice that the problem is caused by a known,
unresolved issue or an incompatibility issue with a
supported product; or
d) Information that identifies the problem as being
resolved by updating or upgrading to a newer
release of the supported product.
www.telestream.net | [email protected] | tel +1 530 470 1300
Specifications subject to change without notice. Copyright © 2016 Telestream, LLC.
Telestream, CaptionMaker, Episode, Flip4Mac, FlipFactory, Flip Player, Lightspeed,
ScreenFlow, Switch, Vantage, Wirecast, Gameshow, GraphicsFactory, MetaFlip,
and Split-and-Stitch are registered trademarks and MacCaption, e-Captioning,
Pipeline, Post Producer, Tempo, TrafficManager, and VOD Producer are trademarks
of Telestream, LLC. All other trademarks are the property of their respective owners.
August 2016
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