Support Policy for District Licenses

Telephone support for Media-X products is provided as per your contract agreement. We do not offer technical support for users without a current support agreement.

District licenses are entitled to have toll free telephone support for designated IT support personnel only (number to be determined in the formal proposal) for the full annual contract Monday to Friday, between the hours of 8:00 AM to 5:00 PM EST, excepting Ontario and Canadian statutory holidays on a first-in, first-out basis. We will require the contact information for these designated support personnel for our records. Calls will be returned within 24 hours during normal business hours as outlined above. All eligible users will have unlimited access to email technical support for the duration of their annual support contract upon filling out the Online Support Request Form (http://www.media-x.com/support/techsupport) and under Help in the web based applications, if applicable. For those covered by an annual contract, requests will be answered within two business days during normal business hours as outlined above for the full annual contract. In addition, all users will have access to the online resources, i.e. manuals, quick start documents, web-based movies, slide shows and/or tutorials. Please have your invoice number or support contract number available. Expiration of support dates appear on your invoice. If you do not have a current support agreement, please click sales@media-x.com.