All new Trilogy products come with a 24 month hardware warranty from date of shipment. This is a return to base warranty where any faulty products are returned to Trilogy. Products will be repaired free of charge or the faulty unit replace at our discretion. The maximum turnaround time for repairs is 15 working days (Defined as Bronze Support). Excluded from this warranty is physical damage caused to the units or use in conditions outside the products published specifications.
This warranty also includes telephone and Help Desk support, this is designed to answer any initial questions or help diagnose issues or faults. It is not a replacement for professional installation services which can be provided directly or via our trained Partners.
Beyond the initial Support period Trilogy offer extended Service Agreements. The Telephone and Help Desk service is designed to operate in conjunction with a Hardware Service Agreement and the level of Hardware cover can be selected to meet the requirements of the customer.
One level of Telephone and Help desk Support cover is offered this includes:-
Severity 1 (System down, customer non-operational)
Severity 2 (Severely degraded performance)
Severity 3 (Minimal performance degradation)
Severity 4 (No Business Impact / Information Request)
Trilogy adopt a robust escalation process to ensure any customer issues are resolved in a fast and efficient manner.
For Severity 1 and 2 issues the following processes apply
For those customers looking for an enhanced level of service on their Trilogy system Trilogy offer 3 support levels
Bronze, Silver, Gold
The Warranty cover can be uplifted to Silver or Gold cover for the payment of the appropriate fee. Support for the years after warranty can be at either Bronze, Silver or Gold.
Download and print Trilogy equipment user guides and manuals. Everything you need to install, configure and manage your Trilogy equipment can be found here.
Trilogy offer hands-on training courses designed to help your employees get the most from our products. Book your training session here.
Manufacturer refurbished and second-user broadcast equipment is readily available, but some systems and vendors are better than others. Learn more about our used equipment procurement advice service.
Download and print Trilogy Product Data Sheets here.