Support
Visara International understands service is the key to great customer satisfaction. We know that in order for you to succeed, you need a world-class service organization that provides exceptional warranty and maintenance programs and comprehensive technical support.
24 hour / day telephone support
Upgrades available for the life of the product
10 year support Guarantee from the date of purchase
Our Committment
Service & Support Overview
Visara International
understands service is the key to great customer satisfaction. We know that in order for you to succeed, you need a world-class service organization that provides exceptional warranty and maintenance programs and comprehensive technical support.
Visara
provides support for our products through our Warranty and Maintenance Programs, Authorized Service Provider (ASP) partners, International Authorized Reseller partners, the Visara Intellicenter technical support hub, and Customer Service center.
At Visara:
We are committed to ensuring your complete satisfaction with all products and services. If you require additional assistance beyond that which is supported on this website, or if you cannot find the information you require, please feel free to email us for further information.
Repair Warranty
Premium Service is Standard
All repairs carry a 90-day warranty or the balance of the warranty period, whichever is longer. The repair warranty covers all parts and services pertaining to the original repair. Repair lead time is 10 business days from receipt at the depot repair center.
Customer Service
Designed for the enterprise.
Return Policy
Reporting Shipping Damages
If your equipment packaging appears to have been damaged in shipment, please do not open it. Rather, you should report the damage to the carrier upon delivery. If you determine that your equipment has concealed damage when you open the package, report the damage to your carrier as soon as possible. In both situations, you should also call Visara Customer Service to report the problem and have a replacement shipped to you.
USA Equipment Repair
If your equipment is out of warranty and you would like a quote on depot repair service, all inquiries should be directed to 919-882-0202, or intellicenter@visara.com
EMEA & Japan Repair
Equipment Repair Services for EMEA (Europe, Middle East, Africa) and Japan:
Contact our Authorized Service provider A&O
International
Authorized Resellers
EMEA:
- A&O IT Group
- The Capitol Building
- Oldbury,
- Bracknell,
- Berkshire
- RG12 8FZ
- Tel +44 (0) 1344 948 888
Japan
- 8F Nisso 24 Bldg 3-2-2
- Akasaka,
- Minato-ku, Tokyo
- Japan
- Tel: +81 03-3505-4984
Training is available!
Customized training is available upon request.
For more information, just ask:
Easy Programs
Warranty & Maintenance
All of Visara’s products are backed by our Standard Warranty which may be upgraded or extended at the time of purchase. Warranty service must be performed by the assigned warranty service provider for the equipment. If you are unsure of the equipment warranty status, or who can perform warranty service, please contact the Visara Intellicenter and be prepared to provide your equipment model and serial number to assist in identification.
Maintenance Service and Support General Terms and Conditions are available in downloadable format – please click here.
Domestic In-Warranty Repair
Customers should contact the Visara Intellicenter to report any problems or for technical support. On-Site services are provided through our network of Authorized Service Providers and are coordinated through the Visara Intellicenter. Note: Failure to use your assigned warranty service provider may result in Time and Materials charges for any work performed.
International In-Warranty Repair
Warranty repairs for international customers is provided by the International Authorized Reseller/Service Provider in your country.
Hardware/Software Maintenance
Contact your Visara Account Executive for specific quotes on maintenance contracts after your warranty term has expired. You may also email Maintenance_Renewals@Visara.com to request a quote for maintenance renewal. We recommend that you renew your product maintenance prior to the expiration date to ensure continuous access to support without additional fees. Lapsed service contracts are subject to recertification and/or reinstatement fees. 60-day written notice is required for cancellations. Early cancellation fees may apply.
Out-of-Warranty Repairs
If you know your product is out of warranty, and you would simply like to return it to us for repair, Visara has two authorized repair centers.
Visara Intellicenter
The Visara IntelliCenter serves as the hub through which technical support and warranty entitlement services are provided to our customers and business partners.
To expedite your call, whenever you contact the Intellicenter, have your equipment model and serial number ready to provide to the technician.
Warranty Entitlement
If you are contacting the Intellicenter to report a problem with your equipment, or to obtain information about the warranty status of your equipment, be prepared to provide your equipment model and serial # (located on your base unit).
If your equipment is covered under a Visara Mailback or Return To Depot program, Visara’s highly-trained technicians will first try to resolve the problem over the phone. If the problem cannot be resolved, our technicians will initiate the process for shipment of an advance replacement or repair authorization depending on the terms of your program. At the same time an RMA (Return Material Authorization) will be prepared for the return of the defective equipment. Please note that if Visara ships an advance replacement unit, failure to return the defective unit will result in a direct billing to the party which received the advance replacement.
Technical Support
To contact the IntelliCenter in the U.S. by phone, call 1–888–542–7282 or email us at intellicenter@visara.com
The level and degree of non-chargeable technical support services will be at Visara’s sole discretion.
Address:
2700 Gateway Centre Blvd.,
Suite 300
Morrisville, NC 27560