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- NEW EUROPEAN PINNACLE SUPPORT PROGRAM -
Why do we launch a “New Support” Program?
Pinnacle Systems considers Support as an essential service for its customers. In order to provide a better service, the new support program is being implemented, starting with Studio 9.
Here are the basic elements of this new support program:
Customer Advantages:
- Not a Premium-rate telephone number.
- Improved Service. This is due to the fact that the helpdesk will get lesser calls, & so the real support calls will get improved response time.
- Fixed fee per call, regardless of the call duration.
When will this “New Support Program” start?
The new Support program started with Studio 9 delivery in Europe. It will be progressively extended to all other products
For which products? Software, Hardware & Upgrades?
The new Support program is at present used for all Studio 9 products (software-only, hardware & software, upgrade). All these products are shipped with a single FREE service access code.
Note: Only OEM products do not receive this free Service Access Code.
Will the Online Support still continue?
Online support is, of course, still available for FREE. You have access to different on-line tools from the Studio 9 support page:
- Support Knowledge Base. Browse in our support FAQ’s to find answers to your questions. The Support Knowledge Base is available in 6 languages.
- Submit a question to our technical team: From the Support Knowledge Base, click on the “Ask a Question” tab to submit your question.
- Discussion Forums: Join the Pinnacle discussion forums to submit your question and share your experience with other users.
Does a reseller need to purchase Service Access Codes to get support?
Pinnacle dealers have access to a separate service more adapted to their needs. Please contact the local Pinnacle office to get more information & the telephone number.
For how long are these Service Access Codes valid?
The (unused) Free Service Access Code will remain valid for 12 months.
In which languages can I get support?
Pinnacle is at present offering support in 11 European languages. When dialing the international support number (+31411617700), you will be offered a language selection.
How can I find the telephone numbers?
You can find the list of the national phone numbers on the Studio 9 support web site (select Contact Us).
Where can I find my Free Service Access Code?
In retail Studio 9 products, the service access code is printed on a label placed on the CD sleeve, just below the Software serial number.
In Studio 9 upgrades (DVD box), the service access code is printed on a label placed on the QuickInstall Guide, just below the Software serial number
If I download Studio 9 software (Upgrade), how will I receive the free Service Access Code?
Customers downloading a Studio 9 upgrade will receive by email the free Service Access Code.
Additional Service or Support Calls !
Where can I buy Access Codes for additional Service or Support calls?
Customers with an internet connection :
Can purchase the access code from our online Shop. Go to http://www.pinnaclesys.com/purchasecall.
Select your country to access to the order page.
Customers without access to Internet:
Have the possibility to place an order directly with an agent on the telephone. For this they have to call the same support number (international: +31411617700 – local numbers: please see the phone list on Internet) and follow the indications. Due to the cost of direct agents, the price for direct telephone purchase is somewhat more expensive (admin. costs) than purchasing the call via Internet.
Is there a limited time support per call?
No, you pay a fixed fee per call, regardless of the call duration. This is a great advantage compared to premium-rate numbers, where you will also pay for the waiting time or if you do not reach an agent (lines too busy). With the new support program, you only pay at the national call-rates.
You can also use your own telecom provider to get the cheapest call price.
Important: if you do not gain access to an agent (lines too busy), the service access code will not be lost and you will be able to use it for your next call.
For the user who doesn’t have a Credit Card?
We are sorry, but only credit card will be accepted to purchase a call. The same policy is also applicable for software download purchase.
What is the pricing of the access codes?
One Support Access Code is sold for 6€ (Europe). Customers get discount at purchasing 3 Support Access Codes; 15€ (a saving of 3€).
What will happen if I lose my access code?
Please contact our customer service from the Pinnacle Shop home page.
If I have an issue during the purchase process, who could I call to help me?
You can always contact the Pinnacle Customer Service from the Pinnacle Shop homepage.