support overview

Grass Valley™ Professional Services provides the expertise that customers require to fully leverage the power of Grass Valley broadcast, video, film, networks, and transmitter solutions and systems. With 300 engineers worldwide and two international call centers staffed around the clock, we support these solutions throughout the product life cycle with system planning and design; system commissioning; professional training courses; and technical maintenance programs to ensure optimal system performance and maximize uptime.

Supporting English and French languages, our two international call centers operate 24 hours a day, seven days a week to manage, process, and log your calls with maximum efficiency. Providing high-quality answers and quick access to engineers, they organize your maintenance process more easily. To reach them, please call:

·	United States: +1 800 547 8949 or +1 530 478 4148
·	All other countries: +800 80 80 20 20 or +33 1 48 25 20 20

For a complete list of our worldwide support numbers, please click here.

To contact us via e-mail, please click here.

Grass Valley™ products are backed by a comprehensive warranty. To view our service agreements that provide coverage beyond this warranty, click here. For detailed warranty information, please click on the product links below.

·	REV PRO™ Products Warranty (PDF)
·	All Other Grass Valley Products Warranty (PDF)

Have you registered your product yet? Just click here.

·	Desktop Video Editing Products (PDF), including:
	-	ACEDVio Products
	-	ADVC Products
	-	EDIUS^® Products
	-	FireCoder Products
	-	ImaginateMediaEdge Products
	-	MPEGPRO Products
	-	MVRD Products
	-	ProCoder Products
	-	TwinPact Products
	-	SSXXX Products
	-	SSCXXX Products
	-	VideoFX Transitions Products

Our suite of support services augment and extend our comprehensive warranty for hardware and software to provide support throughout the life of your Grass Valley equipment. With a large selection of packages available, it's easy to create a support program that fits the requirements of your operation and technical staff. They include:

·	PartsPRO - Advanced Parts and Fast Delivery
·	ServicePRO - Comprehensive Service Contract With Telephone Support
·	TechPRO - Comprehensive Service Contract With On-Site Support
·	Custom Service Level Agreements (SLAs) - Customize Your Service Agreement

We provide a number of on-site supporting services to keep your equipment running smoothly. To learn more about them, please click the links below.

·

StartPRO - Professional Commissioning Services

We offer numerous ways to enhance your skills and product knowledge, from online to at your site. One of the fastest is our Thomson Grass Valley University™ program, a Web-based training system that provides an interactive education experience. To browse our online course catalog, please click here. Looking for our traditional course schedules please check here. Looking for further information on course types, course outlines, or registration click here.

To learn more about our other training-course options, just click on the links below.

·	Factory Courses
·	Onsite Training
·	Custom Training Courses

Please contact us to discuss your specific requirements and to get a course quotation:

·	Americas: +1 800 547 8949 (press 3)
·	Europe/Rest of World (excluding Australia): +800 80 80 20 20 or +33 1 34 20 77 93
·	Australia (Toll Free): +61 1 300 721 497

We have a wealth of information that we can put at your fingertips. To explore these resources, just use the links below:

·

Knowledge Base - Query our subject-based database; we'll also send you e-mail automatically when new information on the same subject appears.

Grass Valley™ products are designed to be redundant and resilient. But to ensure maximum uptime, we recommend having a critical standard spare-parts kit or relevant spare parts on site at all times. These kits can minimize operational delays and eliminate rush delivery charges—not to mention give you peace of mind.

You can also purchase spare parts via our technical support centers. Please contact them at the numbers below:

·	United States: +1 800 547 8949 or +1 (530) 478 4148
·	All other countries: +800 80 80 20 20 or +33 1 48 25 20 20

If you are a seeking parts-related information, please click here.

To view the updates and upgrades available for your product, please select from the links below. Please note that you must be a registered user to receive a software update. To register your product, please click here.

·	Broadcast Products Software
·	Film Products Software
·	Distribution & Transmission Products

Our library includes a wealth of resources about Grass Valley™ products, including customer service bulletins, which describe important product updates; user guides, which walk you through a product's day-to-day use; service manuals, which describe service procedures; and installation and service manuals, which describe how to install, configure, troubleshoot, and maintain a product.

To browse our library, please select from the following:

·	Broadcast Products
·	Film Production Products
·	Distribution & Transmission Products

At Thomson Grass Valley, long-term product support (LTPS) is more than an obligation: it is an opportunity to reinforce our commitment to quality and to our customers. In fact, our customer service quality charter guides serviceability, repairs, stocking, training and phase-out announcements.

Once a mature Thomson Grass Valley™ product has reached the end of its production lifecycle, it will enter the first of three phases of ongoing support. The duration of this support varies by product from three to ten years.

To determine the LTPS status of your product, simply use the search tool below (we update product-status information on a bi-annual basis). For special offers related to LTPS offers, please click here.

LTPS Detail

Service Status Legend
Current =	Current products ordered through any of our sales locations
LTPS =	Long Term Product Support — no longer produced in our factories but supported with services and parts for a certain length of time varying from 3-10 years
EOS =	End of Service — service on this particular product has ceased. Parts may still be available for certain products. Contact our service centers for more information.

Notes
i.	Service agreements may be extended for products one year prior to last end of service date. Dates here reflect December 31 of given year.
ii.	This tool is intended as a quick reference. For specifics on exact dates and option numbers, please contact our service centers.