Professional Services: How do I obtain an Advanced Technical Support Entitlement?

Issue

Customer requies advanced technical support for issue troubleshooting beyond the basic question & answer, configuration cases. Beginning July 16th 2018, escalations from Basic Support to our North America Advanced Technical Support team for Endura and Digital Sentry cases will require a valid support entitlement.

Product Line

Pelco Video Management

Environment

  • Endura
  • Digital Sentry

Cause

Advanced Technical Support is required.

Note: Basic Technical Support does not required a support entitlement / contract.

Resolution

Customers who would like to work with Pelco Advanced Technical Support may obtain a support entitlement via any of the following methods:

  • Register your Digital Sentry Server (DSSRV2) or Endura (SM5200) product for two free supports per device registered. View how to register your product.
  • Purchase an Advanced Phone Support service entitlement. Available service options are listed on the Advanced Phone Technical Support Brochure
  • If you are a Pelco Partner Advantage member, complimentary Advanced Support incidents are available as follows:
    • Platinum, 20 incidents per month.
    • Gold, 10 incidents per month.
    • Silver, 5 incidents per month.