Service Support

Freeport recognizes that complex audio visual systems represent a significant financial and operational investment. We offer our customers several support service plans that ensure those systems generate maximum return in terms of excellent, reliable, and consistent performance. These plans include:

  • Unlimited telephone/email access to highly trained and qualified technicians (during normal business hours, excluding Government holidays)
  • Effective troubleshooting techniques that minimize downtime
  • Firmware and software updates
  • Extended equipment warranties (optional)
  • Preventative maintenance services
  • Periodic training refreshers
  • Annual lifecycle evaluations and planning recommendations
Premier Support Plan
This is Freeport’s most comprehensive plan and is recommended for the first year of operation for new AV/VTC and for Customers who may not have sufficient dedicated resources onsite. In addition to unlimited Help Desk access, this Plan provides for extended equipment warranties and onsite technical support when required.If a problem or question requires escalation to Level II or III technical support, a Freeport Technician will respond via audio or video within two hours.  If the Help Desk cannot resolve a service issue via audio or video, a Freeport Service Technician will generally be scheduled to respond onsite within 24 hours, or the next business day.

All replacement components, firmware, system software, refresher training, and updated system documentation are included at no additional charge.

A Freeport laptop may be required for
Preventative Maintenance and servicing of certain rack components. This will be coordinated with the appropriate Customer IT security personnel as needed.Terms & Conditions

Standard Support Plan
This Plan provides all of the services that the Premier Support Services Plan does except that if a Service Technician is dispatched onsite, there will be an additional charge. This Plan is intended for Customers with qualified technicians onsite who may need additional remote resources.If it is determined that a system component has malfunctioned or failed, Freeport will ship a replacement part as soon as possible to the customer site.  The customer will be responsible for removing and packing up the defective part, shipping it to Freeport and installing the replacement part.  If the customer decides they need onsite assistance for any reason, a quote will be provided, and once approved a Service Technician will be scheduled to respond (typically within 48 hours).
Terms & Conditions
Basic Support Plan

This basic Plan includes unlimited Help Desk support (during normal business hours). It does not include dispatching technicians onsite, extended equipment warranties or preventative maintenance services. It is intended for Customers with older systems (generally over four years) that need remote technical support to troubleshoot problems or resolve operational questions.

Terms & Conditions

Contact us today for Support Pricing on your New or Used Audio Video systemsMonday – Friday, 8:00 a.m. – 5:00 p.m. (EST) 
Local: 571-262-0400 (Option #1)
Toll Free: 866-226-4487 (Option #1)