PanoTek provides comprehensive, timezone friendly product support.
A basic level of complementary support is made available to all customers and partners, however most customers will be benefit from maintaining a current HelpDesk Support Subscription for a modest annual fee. This entitles the end-customer to receive product updates including new and enhanced functionality as well as performance improvements. An HSS is build into the base system price for the first 12 months from purchase date.
Partners may contact us for technical support by phone or email. We will endeavour to respond to you on a same day basis.
If you need a higher level of support, including SLA response outside standard business hours, please discuss your requirements with us.
Software bug reports must be escalated to PanoTek’s help desk by email to firstname.lastname@example.org. Please include full information about the nature of the problem being experienced, steps of how to reproduce it, and any screen captures or photos of the behaviors being observed.
PanoTek solutions are provided to the marketplace via a network of authorised AV systems integrators and reseller partners. If you are experiencing any issue with a PanoTek product, you should contact your supplier in the first instance. We fully support our partners, and will provide technical support on a back-to-back basis as needed.
Hardware Service and Spare Parts
Please note that our systems are not end-user serviceable. If warranty service is required it must be performed by PanoTek or by an authorised field service agent.
Some end customers require the certainty of minimum down time in the event of a hardware issue, and wish to purchase spare parts to be held on-site so that a rapid response can be effected. We can facilitate this through your PanoTek supplier.