Videofied Support Entitlement

Videofied Support Entitlement

Our highly regarded support team are one of the many reasons that our customers buy from us, and we need to ensure that we maintain the very best level of support we can.

From November 1st 2017, webeyeCMS support will require that service entitlement is confirmed before we can begin to resolve your query.

Service entitlement is tracked on a per unit basis. If it is determined that there is no entitlement in place, support will be declined unless an enhanced support package is purchased.

Products purchased elsewhere due to insufficient stock are eligible for free Standard Technical Support when authorised by Webeye Limited. Authorisation must be obtained at the time of purchase otherwise support must be purchased.

Standard Technical Support

This is a free service available for all Videofied products that are within manufacturer’s warranty and were purchased from Webeye Limited.

  • Standard Technical Support is available from 9am until 5.30pm, Monday to Friday excluding bank holidays.

Videofied panels usually carry a 24-month warranty period. However, we offer a 4-month grace period for a total 28-month period from the date of manufacture.

Enhanced Technical Support

Devices that have an active subscription in webeyeCMS and were purchased from Webeye Limited are automatically enrolled with Enhanced Support. If your device does not have an active webeyeCMS subscription and was not purchased from Webeye Limited, you may purchase Enhanced Support.

  • Enhanced Technical Support is available from 8am until 10.30pm, Monday to Friday excluding bank holidays.
  • Enhanced Technical Support grants support beyond the manufacturer’s warranty expiry.

Support Entitlement & Pricing Matrix


Enhanced Technical Support does NOT extend your hardware warranty.

For any queries regarding support entitlements please contact Technical Support on 0115 714 9999.

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