Premium Support Services: Premium Support includes priority telephone and email support, free or discounted software upgrades and remote access services. A phone number to call our support team will be available on your Premium Support purchase email confirmation.
Program Overview: The Premium Support program provides 12 months of services. Telestream will contact you within 30 days of expiration to notify you that your service will be renewed. You will have the option to renew or cancel the service at that time.
Licensing Premium: Support is available on per license basis. When you buy multiple licenses or multiple activations, you will need to purchase the same amount of Premium Support subscriptions.
Software Upgrades: Software upgrades will be available for free for Flip- 4Mac, Switch, and Episode. Wirecast and ScreenFlow software upgrades are available at discounted prices. Software upgrades include new features, enhancements, and major releases for the software (i.e. version 5.x to version 6.x). Note: This does not apply to license level upgrades (i.e. a Studio to Pro license).
Remote Access Services: Remote Access Service is a fast and secure method of allowing a support technician to access your computer, identify the issue, and resolve it.
Effective Date: The subscription will take effect immediately after you purchase. You will have access to our support team and your Premium Support service for the next 12 months.
Response Times: Telestream will make reasonable efforts to respond to a Support Service request within 8 business hours from Monday through Friday, between 8:00AM – 5:00PM Pacific Time (PT) excluding holidays.*
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