SUPPORT & SERVICES
Support that keeps live content on air
Industry-leading customer care, engineered into the product. Choose Silver, Gold or Platinum for continuous software upgrades, extended hardware service, and a global team that resolves most issues before they reach air.
24/7/365
Global support coverage
86
Net Promoter Score
24h
Advance spare dispatch
OUR SUPPORT COMMITMENTS
Built for uptime, backed by real people
70%+ building the product
Most of our workforce is dedicated to new features, enhancements and bugfixes.
Global, around the clock
Knowledgeable support available 24/7/365, wherever your operation runs.
Tracked end to end
An internal ticket system plus CRM logs every case from creation to close.
Resolved remotely
We resolve most support cases remotely, cutting time to recovery to a minimum.
A LIFETIME OF VALUE
Committed to your success, today and into the future
Continuous software upgrades keep you on the most capable feature set, while compatibility updates add support for new standards as they evolve.
Bug fixes and security enhancements maintain the resilience your operation depends on — and our global team keeps optimising performance for the life of the platform.
Always current
Free software and firmware upgrades keep you on the latest versions, at no extra charge.
Standards-ready
Compatibility updates add support for new standards as they evolve.
Resilient by default
Bug fixes and security enhancements maintain the resilience your operation depends on.
CHOOSE YOUR LEVEL
Three tiers. One standard of care.
Silver, Gold and Platinum scale with your operation — from dependable maintenance to mission-critical assurance. Packages may vary subject to location.
Silver
Essential coverage
Dependable maintenance and expert help during office hours, for operations that need a reliable safety net.
- Software & firmware upgrades
- Technical helpdesk (office hours)
- Remote diagnostics
- Hardware repair within 20 working days
- Bugfixes & faulty-hardware replacement
Most popular
Gold
Proactive partnership
Everything in Silver, plus round-the-clock access and a team that helps you plan ahead, not just react.
- Everything in Silver
- 24/7 telephone support
- Annual review meeting
- On-site support — 3 visits / year
- Version migration support
- Hardware repair within 15 working days
Platinum
Mission-critical assurance
Our highest level of care, with a dedicated engineer and advance spares for the most demanding operations.
- Everything in Gold
- Dedicated account engineer
- Advance repair exchange within 24h
- Unlimited on-site support
- Third-party call management
- Hardware repair within 10 working days
COMPARE
Every service, side by side
What’s included with the first-year warranty and across each SLA tier.
| Warranty · Yr 1 | Silver | Gold | Platinum | |
|---|---|---|---|---|
| Maintenance & repair | ||||
| Bugfixes | ||||
| Replace or repair faulty hardware | ||||
| Software & firmware updates | — | |||
| Hardware repair service | — | 20 days | 15 days | 10 days |
| Hardware advance repair exchange | — | — | — | |
| Support & diagnostics | ||||
| Technical helpdesk (office hours) | — | |||
| Remote diagnostics | — | |||
| 24/7 telephone support | — | — | ||
| Third-party call management | — | — | — | |
| Strategic & on-site | ||||
| Review meeting(s) | — | — | 1 / year | 2 / year |
| On-site support (if remote unsuccessful) | — | — | 3 visits/yr | Unlimited |
| Version migration support | — | — | ||
| Account engineer | — | — | — | |
Packages may vary subject to location. The hardware repair service time is measured from when faulty equipment is received at Appear’s facilities to when a repaired or replaced unit is dispatched.
HOW SUPPORT WORKS
From first call to back on air
Every case is allotted and tracked through our ticketing system and CRM — from creation to closing.
1
Raise a case
Reach us by phone or email. Gold and Platinum customers get 24/7 direct access to specialists.
2
Logged & tracked
Your case enters our ticketing system and CRM, so nothing slips between creation and closure.
3
Remote diagnosis
Specialists review system health over secure access and identify the fastest route to recovery.
4
Resolve or dispatch
Most cases close remotely. If not, we send an engineer on site or dispatch an advance spare.
SLA OPTIONS IN DETAIL
What each service actually delivers
The capabilities behind the tiers — from everyday helpdesk to a dedicated engineer who knows your deployment.
Technical helpdesk
Email and phone support during office hours — product and operational guidance, known fixes, and hands-on assistance.
Remote diagnostics
Via desktop sharing, SSH or VPN, our specialists review system status and health logs to diagnose issues fast.
Hardware repair service
Repairs at Appear’s facilities — we repair or replace faulty equipment within an agreed number of working days, at no extra charge.
Software & firmware upgrades
Free software and firmware (FPGA, DSP) upgrades keep performance and security high. New licensed functionality is excluded.
24/7 telephone support
Unlimited phone support, 365 days a year, with direct access to specialists for rapid analysis, workarounds and resolution.
Review meetings
On request, we visit your premises to review equipment status, surface issues, recommend upgrades and share our roadmap.
On-site support
When an issue can’t be solved remotely, qualified engineers attend site within the agreed time to reduce the risk of long outages.
Version migration support
Advice on the resources a major upgrade needs, plus review of release plans and verification of relevant software functionality.
Third-party call management
First-line support on third-party equipment delivered by Appear as part of a complete, integrated solution.
Account engineer
A dedicated engineer assigned as your main contact — someone who knows your deployment inside out.
Advance repair exchange
Fully tested replacement spares dispatched within 24 hours of Appear confirming a hardware failure.
Not sure which tier?
Tell us about your operation and we’ll recommend the level of cover that fits your risk profile and budget.
Contact us Tel: +47 24 11 90 20 Business registration number: NO 986942033 MVA
Headquarter Oslo:
Appear AS,
Lilleakerveien 2B, 0216
Lysaker, Oslo, Norway
UK office | Appear Ltd.:
Unit 1-2, 5 Benham Road
University of Southampton
Science Park Chilworth,
Southampton, SO16 7QJ – UK
U.S. office | Appear US Inc:
21650 Oxnard St, Suite 2000 Woodland Hills, CA 91367, United States
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