Equilibrium > Support > Overview

EQ Support


Support Overview

Support Forums

All EQ customers may access the EQ Product Support Forums at no charge.

There are online forums for:
MediaRich Server
MediaRich for SharePoint
MediaRich Visualizer for SharePoint
MediaRich Zoom & Pan
MediaRich Hot Folders

DeBabelizer

Technical Support

MediaRich
EQ offers two levels of phone and email support for all MediaRich products (except MediaRich Visualizer for SharePoint). Depending on the plan selected, customers will be charged an annual maintenance fee in addition to their annual license or usage fee.

Note: There is no phone or email support for MediaRich Visualizer for SharePoint.

Gold Level Support
  • Free software updates
  • Telephone and email access to Technical Support Engineers
  • 5 telephone incidents (unused incidents expire one year from the date of purchase)
  • Unlimited email incidents for one year
  • Engineers are available from 8:30 a.m. to 5:30 p.m. PST, five days a week, excluding Equilibrium holidays at +1.415.332.4343 x5
  • After-hours service for mission-critical issues (i.e. Priority 1) is available for customers who have purchased a Gold Level Support plan for $1000 per incident
Contact an EQ sales representative for pricing details.


Platinum Level Support
  • All the items in the Gold Level Support Plan
  • Ability to access an Equilibrium Technical Support Engineer outside of Equilibrium's normal business hours for mission critical issues (i.e. Priority 1) .
Contact an EQ sales representative for pricing details.


DeBabelizer
Registered DeBabelizer customers are entitled to email support at no charge. You must include your registration code when you email DeBabelizer support.

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