Total Recall VR Product Support

Total Recall VR appliances and applications are backed by a world-wide network of specialists with advanced technical training that may offer various levels of support. In addition, our direct support service is a fast-response direct support channel that is staffed with experienced and technical support engineers.

Local Support

Please discuss your support options with a representative from your point of purchase. They may, and should, offer support options that are likely to be tailored to your case when compared to the direct support that we offer as the manufacturer of Total Recall VR products.

Direct Support

The Total Recall VR direct support service is a fast-response remote support channel that is staffed with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilise Total Recall VR appliances and applications.

The Total Recall VR direct support is paid support.
You need to provide a valid and active support token when you seek support in order to receive support directly from us for your Total Recall VR product.

If you wish to purchase a support token or renew an existing support token, then pelase contact us.

Please note the following regarding the support token:-

  1. You do not need to purchase support tokens for any of your Total Recall VR products if you do not wish to receive support directly from us. Please discuss your support options with a representative from your point of purchase. They may, and should, offer support options that are likely to be tailored to your case when compared to the remote support that we offer as the manufacturer of the products.
  2. Support tokens are valid for one (1) year starting from the date that is exactly one (1) month after the date when the product that it relates to was shipped from our factory. Support for the first month after the shipment date is free and does not require a valid support token. So during the first year, if you purchase a support token for an appliance at the same time when you purchase the appliance, then you will receive thirteen (13) months of support from the shipment date of the related product. Each subsequent year you will receive twelve (12) months if you renew the support token.
  3. Each token relates to one Total Recall VR product (appliance, application ...) and cannot be transferred to another Total Recall VR product or used to get support for another Total Recall VR product.
  4. On expiry, support tokens can be renewed on back-charging basis. That is you need to pay for years missed and the current year when you renew an expired token. For example, let’s assume that you purchased a support token when you purchased the Total Recall VR product. Further, let’s assume that you did not renew the token or purchase a new one after it expired at the end of the first year. If you request support in year 3 of ownership, then you will need to pay for 2 years of support (to cover support for year 2 and 3) to renew your existing token or purchase a new one. The purchase will give you a token that will expire at the end of year 3.
  5. You can purchase a support token at any time on back-charging basis for any Total Recall VR product. For example, let’s assume that you did NOT purchase a support token when you purchased a Total Recall VR product. If you request support in year 3 of ownership, then you will need to pay for 3 years of support (to cover support for year 1, 2 and 3) to purchase a new support token. The purchase will give you a token that will expire at the end of year 3.

In summary, if you wish to receive support directly from us for a Total Recall VR appliance, then you need a valid and active support token for the Total Recall VR appliance.

However, you do not need to purchase support from us. Instead, please discuss your support options with a representative from your point of purchase. They may, and should, offer support options that are likely to be tailored to your case when compared to the remote support that we offer as the manufacturer of Total Recall VR appliances.