Learn & Support
RossCare
Frequently Asked Questions
Our pricing for hardware warranty coverage is based on a complicated formula that considers the cost of servicing a unit that has been in the field. As a unit gets older, it becomes more expensive to support, as parts become more difficult to source. To minimize the per year cost of coverage, we spread those costs out over the expected life of the equipment. If a customer jumps back into the program without paying for the lapsed years, it will cause Ross to lose money covering that unit, which has a negative impact on our ability to support our entire customer base.
The concept is the same with software maintenance. Ross continually invests a significant portion of our revenue to improve our products and add functionality based on customer needs. These new features are released a minimum of once per year, and are cumulative in the product, meaning we do not remove them from version to version. A customer who jumps back into the program would get access to these new features, product upgrades etc. without ever having paid for them. That would be unfair to our customers who have maintained their coverage throughout the life of the product.
Factory Coverage starts when products leave from our facility. This is when ownership changes from Ross product to customer asset.
For products eligible for RossCare (software maintenance and/or hardware warranty), extended coverage is available to purchase upfront at the same time as the product is purchased, and/or anytime after. The start date of the extended coverage would reflect one year and one day after the factory coverage start date.
You are by no means required to pay for both hardware warranty and software maintenance. You decide what works best for you.
Example: if you choose to forgo hardware warranty on a product, but still choose to pay for software maintenance, you will be eligible to update to current versions and enhance your production with additional features etc. but, if something goes wrong with your hardware – you will pay for all associated repair costs, diagnostic fees, new parts, associated labour and shipping as required.
Advance board exchange. When a product is under warranty and requires a new module, Ross will ship the replacement module in advance of receiving the defective module. Replacements will be shipped for next day business delivery and Saturday delivery wherever possible.
Should customers prefer to have their unit repaired & returned, Ross will loan the customer a spare for the duration of the repair.
To support our warranty customers. Ross has strategically located critical spare parts depots around the globe to ensure prompt delivery of spares to most locations worldwide.
Customers are entitled to all major and minor software releases and developer support as needed.
Ross Video provides world-class technical support specialists strategically located around the globe to ensure a prompt response to all technical inquiries. Our primary technical support facility is in Ottawa, Ontario, Canada. In addition, we have offices in The United Kingdom (London), Australia (Sydney) and Singapore with satellite locations in New York City, Los Angeles, The Netherlands, Latin America, and China.
Tech support (troubleshooting/diagnostic services) is a value included for the life of your product as a Ross customer.
This check list is a new on-line offering for Ross Video and is specific to each individual product.
Here is a sample of what could be included …
Acuity/Vision Switcher
Check current version (OS, drivers, external module firmware)
Check status page on frame for any warnings/errors
Check the system status for HDD/Flash health
Check the panel for any warnings/errors
Pull logs and parse for repeatable error message
OverDrive
Check current versions (OverDrive, Horizon, Postgres)
Check Event Viewer (System, Application) logs for warning/errors
Check Available HDD space and clean up anything unnecessary
Check Service tags/serial numbers and confirm if they are eligible for a swap
Check warranty status with Dell
Check Windows Firewall/Defender/Updates to unsure they are configured correctly
Check any third-party Anti-Virus that may be installed to make sure they are setup correctly (no
real-time file scanning/firewall, etc.)
Check the database tuning to make sure the settings are correct for the version they are running
Check the performance in Task Manager to make sure the system is not being taxed and running
low on resources
Check the logs (Server/gateway) for consistent errors/warnings
Do ping tests to check latency with switcher/NRCS/devices
Check that daily backups are configured
Confirm the weekly maintenance is being performed by the customer.
Ensure the Dell transfer of ownership has been performed on all Dell equipment provided by Ross
Confirm there are current backups on the clients and servers
Run Dell diagnostics on the server
Memory test
Intel Processor diagnostics tool
Online diagnostics tool (If internet accessible)
No. RossCase Extended Coverage Plan customers are entitled to Advance Board exchange in the warranty.
Shipping and duties are covered when a module is replaced, although customers cover costs should they elect to send modules in for repair.
No. RossCase Extended Coverage Plan customers are entitled to Advance Board exchange in the warranty.
Shipping and duties are covered when a module is replaced, although customers cover costs should they elect to send modules in for repair.
No.
Yes.
Yes.
Yes. For best results, schedule software upgrades between 7:00pm-11:00am (EST).
On-site support is not covered under the RossCase Extended Coverage program per se. Ross would charge our onsite service day rate, as well as travel expenses.
Should a customer create an issue, Ross reserves the right to charge for these services. Should the issue be non-customer created, Ross will provide complimentary on-site escalation.
No.
Yes. Simply pay for the lapsed coverage, plus the upcoming renewal year, and receive access to all the great benefits of the program. The lapsed period begins when your factory coverage period ends. If extended software maintenance or hardware warranty is not purchased by the end date of the factory coverage period (within the 1-year of ownership of the goods) then there will be ‘lapsed’ coverage owed.
