Customer Support

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We're Here to Help You! 

At Grass Valley, we understand how important it is to have reliable support for your hardware and software products. Our dedicated Support Team is just a click away, ready to assist you with all your needs. Whether you’re facing a technical challenge or have questions about our products, we’re here to ensure you have the best experience possible.

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Seamless support

To make your support experience even more seamless, we invite you to visit or register for our Support Portal, here’s what you can access

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Your Support Agreements
Product Downloads, Upgrades, and Updates
Product End of Support Status
Frequently Asked Questions
Training Inquiries
Documentation Library
EDIUS and Prosumer Inquiries

Download Professional Services Catalogue

Support Agreement Type (Non-AMPP Products)

View the table below to find the support agreement to suit you!

Support FeatureWarrantyPrimePrime Plus
Web & Portal AccessYesYesYes
Knowledge Base Access-YesYes
Software UpdatesYesYesYes
24x7 Technical SupportBusiness Hours OnlyYesYes
Advance Exchange Hardware-YesYes
Software Upgrades-Yes*Yes*
On-Site Support upon Critical Failure--Yes**
Quarterly Service Reviews--Yes

*Exclude Edius
**Up to 6 visits per annum

Support for service affecting issues

WarrantyPrimePrime Plus
AcknowledgeNo Guarantee15 Minutes10 Minutes
Response TimeNo Guarantee2 Hours30 Minutes
Advance Exchange Hardware Shipping-Next Business DayNext Business Day

Testimonials

Brian Venhorst, Director of Engineering, Nighthawk

"On top of the robust features and performance, the support from Grass Valley has been exceptional. Their responsiveness and commitment to meeting Nighthawk’s needs have made them an invaluable partner in bringing complex productions like this tour to life."

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Harry Garcia, Technical Director, New York Mets

Grass Valley’s support has always had a personal touch. From technical to operational assistance, they understand that my success drives the entire operation forward. As our production demands grow, so does my confidence—thanks to GV’s unwavering commitment, check-ins, emails, and on-site visits. We unite to activate Grass Valley's visionary design to bring seamless, unfettered productions that captivate our fans and players, making every Mets game an amazing experience

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Christophe Bingemer, Managing Director – Logic Media Solutions

Grass Valley did what needed to be done. This wasn’t about service levels or process flows. It was about people. About showing up when it matters. About stepping up when there’s no second chance. To the Grass Valley team—especially the one who crossed an ocean with a router card in hand: you didn’t just save a broadcast. You proved what real partnership looks like. Exactly what this industry needs more of.

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Let’s Connect!

We’re committed to providing you with the support you need to succeed.

Don’t hesitate to reach out to our Support Team if you have any questions or need assistance navigating our portal.