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How do I request technical support?
How do I register my Terra Digital system?
What does the Terra Digital Standard Warranty Cover?
Do you provide any additional warranty coverage or value added support programs?
If my system has a problem will you replace it or fix it?
How do I return a system for repair?
Who pays for the shipping when a system is returned for repair?
Do you provide remote desktop support?
What are your technical support hours of operation?
The first step is to submit a technical support ticket. This will allow us to assign your ticket to a support representative and track the ticket as we work to resolve the issue. You will receive a support ticket number via email once you complete the process. We will then proceed to diagnose the problem and propose a solution.
You must register your system before you can receive technical support.
The easiest way is to do it online. Just go to the register my system area to submit the information. You can also register your system by:
Every system comes with a one year (1) warranty that covers all parts and repair labor. This means that we will fix or your system without charging you for part replacement or the cost to troubleshoot and repair the problem.
Yes. You can purchase one of several extended warranty programs, as well as an on-site warranty that will dispatch a support technician to your residence or place of business to diagnose and repair the problem. You can also purchase an extended warranty or onsite warranty by calling a Terra Digital Product Specialist.
Terra Digital reserves the option to repair or replace any part depending on the circumstance. Only systems received in original packaging with the RMA Number written on the box will be accepted. If you do not have the original packaging, you will need to contact our RMA department to request acceptable packaging instructions.
You must obtain a Return Material Authorization (RMA) number from our technical support department before you can ship a system or peripheral back to our company. We provide RMA numbers when we determine that we are unable to resolve an issue through phone support.
Terra Digital pays for shipping if there is a problem within the first 30-days. The customer is then responsible for paying for the shipping to our facility after that. Terra Digital Audio pays to ship the repaired system back to the customer via UPS ground.
Every system has been loaded with the VMobility Remote, a secure remote desktop software that enables our support team to take temporary remote control of your Terra Digital system. The goal is to mutually share a desktop and review settings and potential problems. We can easily securely file-share and communicate to resolve any technical problem that can be diagnosed as a settings issue or software conflict.
Technical Support - US & Canada