Cablecast is dedicated to solving your issues as quickly as possible. Cablecast email support is included free of charge with your system.

We know that support isn't a one size fits all, which is why we've included some additional options for your consideration.

Cablecast Bronze Assurance

Cablecast Bronze Assurance is the free support package included with every purchase of a Cablecast system.

Bronze Assurance Considerations

• Do you utilize email-only communication for troubleshooting?
• Are you comfortable navigating knowledge base articles to troubleshoot?
• Do you not encounter the need for remote access to troubleshoot your system?
• Is your entity extremely budget-conscious?

If you answered “yes” to any of these questions, perhaps Cablecast Bronze Assurance will fit your needs. This support program is our free level of support. Cablecast provides support for the life of the hardware, no matter what program you choose. Cablecast Bronze Assurance provides:

• Software updates to the latest versions
• Email support

Response time for Bronze Assurance: 2 Business Days

Cablecast Gold Assurance

Cablecast Gold Assurance is the standard support package. It provides a high level of support without the specialization of Platinum Assurance.

Gold Assurance Considerations

• Do you encounter issues that require remote troubleshooting?
• Do you prefer email and phone support?
• Does your entity allow TeamViewer access for remote access?
• Does your entity not need shadow server or active directory support?
• Does your entity not have a need for after-hours support?
• Is your entity budget-conscious regarding support?

If you answered “yes” to any of these questions, Cablecast Gold Assurance is a good fit for your needs. Gold Assurance offers:

• Everything included with Bronze Assurance
• Phone support
• Remote login via TeamViewer
• Premium Features in the Cablecast user interface.

Response time for Gold Assurance: Same Business Day

Cablecast Platinum Assurance

Cablecast offers Platinum Assurance for entities that require more robust support.

Platinum Assurance Considerations

• Have there been instances where after-hours support would have been beneficial for your operations?
• Does your entity utilize a remote access tool other than TeamViewer?
• Do you encounter issues that require remote troubleshooting?
• Would you have a need for a loaner server to avoid any server down time?
• Do you need to train multiple people on your Cablecast system?
• Do you have multiple servers that require software updates?
• Do you require shadow server or active directory support?
• Are there upcoming projects or expansions that might increase your need for robust support?
• Does your entity prioritize support by budgeting for it?

If you answered “yes” to any of these questions, consider our Platinum level of assurance. Platinum offers:

• Everything Gold Assurance offers
• Highest priority response
• Remote login via any remote access program
• After hours support and overnight loaner shipments, for those unplanned issues
• Upgrade assistance for software releases
• Shadow server support
• Active Directory support
• 2 hours of additional training per year
  • Reach out to support@cablecast.tv to schedule your training

Response time for Platinum Assurance: 2 hours

Software Updates

Software updates for Cablecast are free for all support levels. Whether you are on Bronze or Platinum we will make the latest version available to you.

If you are interested in updating your software, reach out to your Customer Success Manager (CSM) at support@cablecast.tv

Note: If you are on Cablecast 7.6 or higher software updates can be run within the Cablecast interface. More info here.

Assurance Model Overview

Please see the chart below for a breakdown of all the assurance models discussed on this page.

Frequently Asked Questions

Q: What kind of loaner equipment is provided with Platinum Assurance?
A: Cablecast Community Media will do its best to provide a loaner that is comparable to your current model.

Q: Once we get the loaner equipment, what next?
A: It will be your responsibility to physically install and integrate the loaner unit. Cablecast support will assist with any data migration and configuration changes related to the loaner. Once the loaner is functional, the failed unit will be sent in for RMA. That process is repeated once the repaired unit is returned.

Q: Is Platinum Assurance optional?
A: This coverage tier is entirely optional. Platinum Assurance simply adds after-hours off-air support, loaner equipment and the ability to use an alternate remote support tool. Without Platinum Assurance, you'll still get off-air support during business hours, and if you already have a current standard Software Assurance contract, those terms have not changed.

Q: What happens if my hardware needs servicing while I'm still using a loaner?
A: If your failed system is covered by active Hardware Assurance, it will be serviced as part of the coverage. If your failed system does not have Hardware Assurance, it will still be serviced, but you will be responsible for associated costs. Please contact sales@cablecast.tv to check the status of your Hardware Assurance.

Q: What hours does "After-Hours Off-Air support" cover?
A: 5pm - 11:59pm CST weekdays, & 9am - 11:59pm CST weekends. Holiday coverage on a case-by-case basis, but coverage should be made available.

Q: If I don't buy Platinum Assurance, will I still get off-air support?
A: Off-air support is always provided free of charge during normal business hours. Platinum Assurance adds after hours off-air support to the standard free support.

Q: I don't have Platinum Assurance, but I'd like to switch to it. How is that billed?
A: If you have an active standard Software Assurance contract and would like to upgrade to Platinum Assurance, we will pro-rate the difference in cost so you can start receiving Platinum benefits on your current contract cycle.

Q: Does upgrading to Platinum assurance also include an extended warranty?

A: Platinum Assurance does not include hardware warranty. Hardware coverage must be purchased separately.