Support

 

Equipment Service:

Click here to request Service or Repair or call 1-800-654-8428, 8am to 5pm cst.
*If a service visit is requested, and the concern is determined to be an operational error by personnel operating the system, the lab site will be responsible for paying EM traveling costs incurred. 

 

Warranty Service and Repairs

For new installations, Educational Media will provide warranty service for one full year on all parts and labor. Warranty service requests must include a 72-hour notice. Warranty service does not include replacement of parts that have been vandalized or damaged as a result of mis-use.

 

After Warranty Service and Repairs

On-site maintenance service can be provided to ensure your language lab remains in excellent working order. Costs are based on number of labs serviced and condition of labs. Service repair calls must include a 72-hour notice and a cost estimate will be provided.

 

Advanced Placement Test – Service Needs

Service requests for equipment maintenance prior to Advanced Placement testing dates must be received by April 1 of each year.

 

Remote Support

Educational Media’s Remote System Support is a customer support service that uses a web-based connection to the customer’s console to provide fast, easy and secure remote support services.
Using a customized web portal, Educational Media remote operators will access the customer’s device with their permission, to diagnose, assist with and resolve issues using various tools. The remote service is suitable for use in broadband environments, and can be accessed by the customer from the web or by phone.

 

Training Services

Educational Media will provide on-site operation training, operation manuals, and video tutorial upon completion of installation.

Click here to download copies of operation manuals

 

Helpdesk

Educational Media’s Helpdesk offers a dedicated support contact service to the users of EM labs. The Helpdesk service includes:

  • Answering customer calls and emails requesting technical assistance
  • Assessing customers’ support needs and handling them accordingly
  • Using troubleshooting techniques to diagnose problems
  • Solving the problem during the call whenever possible
  • Educational Media Helpdesk service can be contacted by: 1-800-654-8428
  • Email: mail@educationalmediallc.com
  • Skype - Coming Soon!