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 Support

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

Bronze Support 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 Support will fit your needs. This support package is our free level of support. Cablecast provides support for the life of the hardware, no matter what program you choose.

Bronze Support provides:

• Software updates to the latest versions
• Email support

Response time for Bronze Support: 2 Business Days

Cablecast Gold Support

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

Gold Support 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 Support is a good fit for your needs.

Gold Support provides:

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

Response time for Gold Support: Same Business Day

Cablecast Platinum Support

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

Platinum Support 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 support.

Platinum Support provides:

• Everything Gold Support 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 Support: 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.

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 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 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 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: Platinum Support does not include a hardware warranty. Hardware coverage must be purchased separately.