Support and Resources
We offer support packages to suit everyone and every budget.
It’s an uncertain world, and whilst PlayoutONE is reliable, other elements may not be. Don’t leave yourself open to chance and get the backup and support you need.
- 24 hour email support
- Free for first 30 days after purchase
- 48 hour email support
- LogMeIn license
- 24 hour email support
- Remote PC support with RVT Cover
- All of Level 2
- Emergency Phone
* VAT is charged automatically to customers purchasing within the European Union.
Got Questions About Support?
Whilst PlayoutONE is reliable, other elements may not be. Don’t leave yourself open to chance and get the backup and support you need. If something does goes wrong, wouldn’t you feel better knowing help is just an email away and the issue will be resolved quickly?
We don’t force customers to take out a support contract however, If you do require support and you don’t have a support contract then we won’t be able to help until you have a support contract in place. There will also be a setup charge if this is after 4th January 2018 (existing customers) or after the first 30 days of purchase (new customers).
We therefore advise customers take a a level 1 support contract when they buy PlayoutONE to avoid these charges.
You will still get all future PlayoutONE updates free of charge regardless of whether you have a support contract or not.
License queries are separate to support and don’t require a contract.
If you don’t have a support contract and need support then you will need to sign up to one of our support contracts before we can help you. All support contracts are charged in advance and require pre-payment.There will also be a setup charge of £25.00 if this is after 4th January 2018 (existing customers) or after the first 30 days of purchase (new customers).
As the number of users using PlayoutONE and its associated products and services grow, we need to make sure we can support everyone to the highest standard. To do this we need to make sure we have the support staff on hand to deal with the demand.
Weekdays: 0800 – 2200 (GMT)
No they don’t, but the station you are voice tracking for does. They will need at least 1 x Level 2 support contract.
Yes it does. Contact us for prices on support contracts for more than one license.
On our Level 1 plan we guarantee a response within 48 hours. On our Level 2 plan we guarantee a response within 24 hours. Usually we respond much quicker though.
Have a support subscription?
We provide all support subscribers with an out of hours emergency support phone number if you need to talk to someone there and then. You will be charged £50.00 per hour with a minimum of 1 hours charge for out of hours support to the emergency phone number. If you’re happy with that then you can call the emergency support number which is detailed in your support contract. Please make sure you have permission to authorise this cost.
If it can wait then you can always email and we will get back to you within normal hours as part of your support contract.
Don’t have a support subscription?
You’ll need to submit a support request using the form below and we will get back to you within business hours.
Your cloud is covered with a Level 2 contract. If however you have computers running PlayoutONE outside the cloud (For RVT or for Synchronising) then you will require support contract separately to cover these licenses.
Remote PC support is where we can’t support you on email and need to connect to your machine to help. With a Level 1 subscription this costs £25.00 per hour with a minimum of 1 hours charge. With a Level 2 subscription there’s up to 2 Remote PC Support sessions a month. If you require more than this then let us know.
No, all prices on our website are VAT Exclusive.
Use the contact form below.
We are always adding new instructional videos. You can find them here or on our YouTube channel.
Manuals and Resources
PlayoutONE has a growing user base and an equally growing, active, forum online which is free to use for anybody who wishes to ask questions to other users or engage in discussions.
To access our support please get in touch with us. To simplify the process fill in your details here and choose if you want to request support or subscribe to our support system.