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5 Registration and Warranty

This chapter includes information about support, training and product war-

ranty. Here, you will ﬁnd everything that you need to know about our

warranty procedures, support policies, training and enhanced support prod-

ucts.

5.1 The Basics: An Introduction To What is Included With Your Registration

Tightrope Media Systems is pleased to continue its decade long tradition of

providing excellent support at no charge. This means that when you register

your customer information, every product purchased on Tightrope’s price

list comes with free support for the life of the product. In addition to free

support, your product is also protected with a one (1) year warranty that

covers both parts and labor, provided that you ship the machine to us for

repair. We’ll pay for the freight back to you and our factory technicians are

usually able to turn your unit around within 1-3 days.

In addition, all new systems come with a one (1) year software warranty.

This warranty includes software patches that Tightrope will release as a part

of its normal development cycle. This means that Tightrope will never “end

of life” a product before its one (1) year warranty period has expired

. If a

bug or security issue does creep up, we’ll make every effort to see that your

version of the software gets the ﬁx.

Finally, when you register your system with Tightrope, it will be eligible for

any software upgrades that occur for a period of ninety (90) days from the

date of shipment from our warehouse. For example, if you buy a product

from Tightrope and we release a new version of that product with new

features in the software within ninety (90) days, you can get those software

enhancements at no charge! At your request, we’ll provide you with a

download key and instructions for installation. The remainder of your one

year software warranty will then apply to that version of the software.

An ofﬁcial statement of these warranties, including important limitations,

are spelled out in section 5.4 on page 37 and section 5.3 on page 36. If you

wish to extend or enhance the service and warranty of your products, we

cover those options in chapter 7 on page 46.

5.1.1 Registration Is Required

When you register with Tightrope Media Systems, your products and serial

numbers are entered into our database, which will enable us to track the

service history and software status of all of your equipment. This speeds the

support process and helps our staff provide the very best service.

For this reason, registration is required before any support or product war-

ranty service is given.

We go into detail on this in section 5.3.2 on page 37.