support and maintenance



When you need assistance, getting quick and easy access to the actionable ressource is critical. Opale Systems provides technical assistance, calibration, repair services, and the right documentation or training videos to meet your business objectives and maximize your investment in our products.

Opale Systems Support and Maintenance

Protect your product, protect your investment.

Our comprehensive support and maintenance program offers expanded coverage for your Opale Systems products. It ensures you get the highest return on investment, with always up to date products, and high value support to minimize business downtime.

Among support benefits, our customers around the globe particularly enjoy the following :

Ensure your Opale Systems solution stays up to date with the latest firmware and software. Get your personal access to the software portal and download your latest product enhancements to stay improving efficiency and troubleshooting.

Upgrades also include firmware updates for applicable hardware products. Upgrades are only available for our customers under valid maintenance period and can be released several times in a year.

Our highly trained and certified support partners are available to provide direct local assistance, in your timezone.

Support membership also includes online priority access to our highest technical experts, including some of our developers, ready to answer your most complex troubleshooting questions.

If your product needs repair, you get covered with unlimited, hassle-free repair services including labor, and parts with first priority, at no-charge. A loaner unit may even be provided to reduce downtime (available in most regions).

The calibration service is required every 3 years on the DSLA product series. As long as support is being valid at calibration due date, the service is included at no additional charge.

Your unit will be calibrated to factory tolerance settings and returned with a brand new calibration certificate stating it is "Good for Service" for 3 additional new years, but only once they will have passed the full battery of Opale Systems proprietary test procedures.

This may require necessary adjustment/repair using genuine replacement parts, or firmware updates, which will be applied at no charge.

Expect a typical turnaround time of five working days for the calibration to complete.

-- Coming Soon... --

Access freely to our online training materials and become a Certified Professional on Qual IT or MultiDSLA through our web based trainings.

Get special offers on Opale Systems Academy certification programs.

Support membership qualifies you for exclusive offers or promotions to help you get the best return on your investment.

Programs may include special discounts for an option, a trade in offer related to the specific products or accessories you own, and much more!

Getting access to downloads & updates

Software Portal Access

As a Support Program member you will receive an email confirmation as soon as we process your order. Once you receive it, we suggest that you visit our software download and updates portal https://software.opalesystems.com/Account/Register and create an account. This account will allow to register your products and  access to "member only" downloads and updates for all your covered products.

Requesting service & technical assistance

Technical Assistance

As a support member, you can easily submit your support requests by email, or via the online "Support Request" form opposite.

Need some help? Get support now !

If you already purchased from one of our local distributors or resellers, we advise you to contact them first. All our distributors and resellers have also been certified as Support Partners, and provide local, high value and quick response. They have a direct access to Opale Systems Support teams, including our development teams for the most demanding issues to solve.

All requests are automatically acknowledged with a generated incident ticket number. If you don't receive any confirmation, please check your spam folder. Our standard delay for 1st response or call back is 1 business day.

Service Requests

All requests for hardware repair or calibration service must go through Technical Assistance above described.

Service

Process

Technical Assistance
  • Technical Assistance will verify Support membership,
  • Our expert will come back to you by email or phone call, to qualify and solve your issue.
  • If applicable, your request may be assigned to a Certified Support Partner, for better local support in your timezone.
  • If required, your ticket can be escalated to our development team next door.
Calibration
  • Technical Assistance will verify Support membership.
  • You will receive an RMA# with shipping instructions by email
  • Your unit will be calibrated with priority turnaround once received at our premises (usually 5 open days).
Repair
  • Technical Assistance will verify Support membership
  • Our expert will qualify the actual repair needs
  • A loaner unit can be arranged if applicable (depends on local support partner presence, spare stock levels).
  • You will receive an RMA# with shipping instructions by email.
  • Your unit will be repaired with priority first-on-bench service.

Please note: You will be asked for your product serial number to verify Gold entitlement.

Exclusive Support Member Offers!

Here you can find privilege offers available for customers under valid support membership only. Check this page regularly to make sure you won't be missing any special deals from Opale Systems.

Enhanced Nodes for Enhanced Voice Services - an exclusive offer !

Purchase VPP now and get $1,000 instant rebate.

With support for sVN (Scalable Virtual Nodes) ending in February 2018, and the new EVS codec support available on VPP, now's the time to make the switch ! Purchase any VPP/VPP+ license before March 31st 2018, and Opale Systems will apply a special rebate of $1,000 value.

If you upgrade a good old sVN node license into VPP, Opale Systems will transfer your remaining support to the new software license.

Get Details          What's VPP?

Support Request

If you already purchased from one of our local distributors or resellers, we advise you to contact them first.




Feature Request