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

Support needs vary from station to station, which is why Cablecast offers additional support tiers for those who need more. No matter which level you choose, Cablecast maintains a 99% customer satisfaction rating and continues to support all servers for the life of the hardware.

For pricing on premium support packages, contact the Cablecast Sales team.

Bronze Support

Bronze Support is the free support package included with every Cablecast system purchase.

Bronze Support may be a good fit if you:

• Primarily use email for troubleshooting communication

• Are comfortable navigating knowledge base articles on your own

• Do not regularly need remote access support

• Have a limited budget for support coverage

Bronze Support includes:

• Software updates to the latest version

• Email support

Response time: 2 business days

Gold Support

Gold Support is the standard paid support package, offering a higher level of responsiveness and hands-on troubleshooting.

Gold Support may be a good fit if you:

• Encounter issues that require remote troubleshooting

• Prefer email and phone support

• Allow RustDesk access for remote sessions

• Do not require after-hours support or shadow server/Active Directory configuration

Gold Support includes everything in Bronze, plus:

• Phone support

• Remote login via the Cablecast Support Tool (powered by RustDesk)

• Premium features in the Cablecast interface, including Social Streaming and the Content Submission Portal

Response time: Same business day

Platinum Support

Platinum Support is Cablecast's most comprehensive support tier, designed for stations with complex needs or mission-critical uptime requirements.

Platinum Support may be a good fit if you:

• Have experienced situations where after-hours support would have been valuable

• Use a remote access tool other than RustDesk (VPN, Teams, Webex, etc.)

• Need loaner hardware to avoid downtime during server issues

• Have multiple servers requiring software updates

• Require shadow server or Active Directory configuration

• Are planning upcoming projects or expansions that increase your support needs

Platinum Support includes everything in Gold, plus:

• Highest priority response

• Remote login via any remote access tool (VPN, Teams, Webex, etc.)

• After-hours support for critical issues (e.g., off-air)

• Overnight loaner equipment shipments

• Upgrade assistance for software releases

• Shadow server support

• Active Directory configuration support

• 2 hours of training per year

To schedule your included training hours, contact support@cablecast.tv.

Response time: 2 hours

Software Updates

Software updates are free for all support levels. Regardless of which package you have, the latest version of Cablecast will be made available to you.

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

Note: Software updates can be initiated directly from within the Cablecast interface. More info here.

Cablecast Support Packages Overview

Please see the chart below for a breakdown of all the support packages discussed on this page.

Frequently Asked Questions

Q: What kind of loaner equipment is provided with Platinum Support? 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's 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 Support optional? A: This coverage tier is entirely optional. Platinum Support simply adds after-hours off-air support, loaner equipment and the ability to use an alternate remote support tool. Without Platinum Support, you'll still get off-air support during business hours.

Q: What happens if my hardware needs servicing while I'm still using a loaner? A: If your failed system is covered by an active Hardware Warranty, it will be serviced as part of the coverage. If your failed system does not have a Hardware Warranty, 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 Warranty.

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

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

Q: I don't have Platinum Support, but I'd like to switch to it. How is that billed? A: If you have a support package with us and would like to upgrade to Platinum Support, we will pro-rate the difference in cost so you can start receiving Platinum benefits on your current contract.

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

A: No. Hardware warranty coverage is a separate purchase. Contact Sales for details.

Summary

Cablecast offers three levels of support — Bronze (free), Gold, and Platinum — to match the needs and budget of any station. All levels include software updates and email support for the life of your hardware. For pricing on Gold and Platinum packages or hardware warranty coverage, contact the Cablecast Sales team.