Prior to accessing our support team, please first contact the authorized reseller you purchased your solution from. We offer two-forms of technical support, depending on the product you have purchased.
1. Consumer/Small Business products (Cirrus and CAVU Pro)
Option 1: go to http://portal.videonext.com and submit your support issue. Support for Cirrus and CAVU is handled primarily through support portal. Prior to submitting this, please make sure you have read the Quick Start Guide and have looked at all the FAQ's as your issue may be answered here.
Upon receipt of your submission, a support ticket number will be created and your request will enter the queue for our consumer/small business technical support team. Depending on where you are in the queue, your request can take up to 24 hours, if you have purchased a support plan and you are in our system.
2. Enterprise/Commercial products (Stratus, Altus and related modules)
Option 1: call us toll free +1.866.723.3077 or +1.703.657.1200 (please prepare to provide your product name, version number and serial number(s) for verification.
Press "2" for our technical support center and you will be connected with the next available Technical Support Engineer (Monday - Friday, 9am-5pm, EST). If all engineers are assisting others, you will be put into the support voicemail. Once this is done an email will be sent to all the engineers to respond in a timely fashion. After hours and holiday support will be handled per your service level agreement or support plan.
Option 2: through our contact form.
(Upon receipt of your submission, a support ticket number will be created and your request will enter the queue for our commercial/enterprise technical support team).
Please send us your Stratus or Altus support files from your system via email in advance of calling us and opening a technical support ticket. This will help expedite your request. If you are an authorized reseller, please ask to be given access to our customer support portal to electronically submit support tickets and other information.
Our normal business hours are Monday - Friday, 9am to 5pm, EST. If you are a current reseller and require after-hours, weekend or holiday technical support for your customer and can not wait till the next business day, you must be under warranty or have a current service level agreement or support plan in place and active. If you are not under warranty or a support plan, you will be invoiced per hour with a four (4) hour minimum.