JDS has a team of technical experts to help keep your digital signage running smoothly. Support can help you overcome issues like:
Blank screens
Content playing back incorrectly
Video codec issues
Hardware failures
Software login issues
In particular, JDS support offers a one-stop destination for your staff to resolve any issue they are having with their digital signage.
JDS extends the manufacturers warranty of the equipment supplied with a return to base warranty.
Support Plan Summary
JDS offers full support for the solutions we provide with five levels you can choose from:
- PAYG - pay per support issue
- Basic - yearly subscription for unlimited online support only
- Premium - yearly subscription for unlimited online and telephone support
- Premium Plus - yearly subscription, Premium support with site visits included
- Deluxe - yearly subscription, Premium Plus with hardware replacement
Our help desk is available by:
Phone (for Premium and above subscriptions): 1300 789 968 AU or 092 804 513 NZ
Email: support@justdigitalsignage.com.au
Web Portal: http://support.aerissolutions.com.au
Our support hours are 8AM to 6PM, Monday to Friday, excluding Victorian public holidays.
PAYG - Pay As You Go
We offer a Pay-As-You-Go support option for clients who don’t want a support plan for their devices. Instead of paying a yearly subscription for unlimited support, you can opt to pay a charge on a “per-issue” basis.
What’s Included:
- 8 business hours first response time after returning a signed Technical Services Request form: Technical Service Request charge (per ticket).
- Email and phone support
Extra Charges:
- Site visit, business hours, no induction/sign in: Callout charge
- Site visit, business hours where an induction or extended sign in is required: Callout charge + induction/sign-in surcharge
- Non warranty repair: Inspection and labour charge, plus parts plus shipping
Basic Support
Our entry support plan - email any issues 24/7 and receive a response within 8 business hours.
What’s Included:
- 8 business hours response after issue reported
- Email support via support@justdigitalsignage.com.au or our Web Portal https://support.aerissolutions.com.au
Extra Charges:
- Site visit during business hours, no induction/sign in required: Callout charge
- Site visit, business hours where an induction or extended sign in is required: Callout charge + induction/sign-in surcharge
- Non warranty repair: Inspection and labour charge, plus parts plus shipping
Premium Support
Our most popular plan - receive phone and email support for your issues within 6 business hours of reporting the problem.
What’s Included:
- 6 business hour response after issue reported
- Email support at support@justdigitalsignage.com.au or our web portal at https://support.aerissolutions.com.au
- Phone support on 1300 789 968 AU or 092 804 513 NZ
- Inspection and labour for non-warranty player repairs
Extra Charges:
- Site visit during business hours, no induction/sign in required: Callout charge
- Site visit, business hours where an induction or extended sign in is required: Callout charge + induction/sign-in surcharge
- Non warranty repair: Parts plus shipping
Premium Plus Support
Everything in premium plus no extra charges (or forms) for site visits, and we’ll monitor your network for issues with devices.
What’s Included:
- 6 business hours response after issue reported
- Email support at support@justdigitalsignage.com.au or our web portal at https://support.aerissolutions.com.au
- Phone support on 1300 789 968 AU or 092 804 513 NZ
- Inspection and labour for non-warranty player repairs
- Pro-active Monitoring of your devices - we will monitor your players for connectivity and will automatically investigate if issues are detected
- Site Visits during business hours
Extra Charges:
- Non warranty player repair: Parts plus shipping
Deluxe Support
Everything is covered, including the replacement of faulty hardware. Please note that we are not able to upgrade hardware to Deluxe Support after it has been installed.
What’s Included:
- 4 business hour response after issue reported
- Email support at support@justdigitalsignage.com.au or our web portal at https://support.aerissolutions.com.au
- Phone support on 1300 789 968 AU or 092 804 513 NZ
- Replacement of faulty hardware
- Pro-active Monitoring of your devices - we will monitor your players for connectivity and will automatically investigate if issues are detected
- Site Visits during business hours
Warranty Information
JDS extends the manufacturer’s warranty of the equipment we provide.
JDS warranties are return to base - the equipment must be returned by the client for JDS to repair or replace.
To make a warranty claim:
- Email the helpdesk at support@justdigitalsignage.com.au. Please include a description of the issue, the serial number of the affected equipment and proof of purchase.
- JDS will provide some documentation to complete to attach with the equipment.
- Return the equipment to 66 Essex Road, Mount Waverley, Victoria, 3149.
- JDS will assess the equipment and then provide either a repair or replacement as necessary.