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Technical Support Policy

Hours: 8AM to 6PM EST      Phone: 919-557-2049

HARDWARE SUPPORT:

Grandwell's policy is to analyze and troubleshoot all hardware issues within 24 hours. Technicians will first assist with troubleshooting over the phone and provide a possible list of resolutions. Based on warranty coverage, replacement parts will be shipped using the best possible method and you will return the defected parts back to Grandwell. Another option is to send in the entire LED display back to Grandwell, where we will run a full diagnostic, repair the product, and send it back to you. If on-site servicing is required, a technician will be scheduled to travel to your site and make the necessary repairs.

SOFTWARE SUPPORT:

Grandwell's software have been extensively tested and documented to ensure stability and ease of use with our electronic displays. If you find a bug, please report it to Grandwell. We will add and prioritize the bug to a bug tracking list. From there, we will issue bug fixes and revision to the software. We will also inform you of any revision and fixes. If the bug is severe, we will provide a fix as soon as possible. Support for message programming, graphics creation, and third party software integration, is not covered by Grandwell's warranty and will be charged a service fee. If you need access to software manuals, please select from the menu options under the menu Products> Software.