Table of Contents:
- First-Time Setup
- Accessing the Videon Help Center and LiveEdge® Cloud Control
- Workflow Testing Verification Policy
- Support Requests
- Product Registration
Welcome to Videon! We are thrilled to have you as a customer and look forward to supporting you as you configure and use your new Videon LiveEdge product.
First-Time Setup
When setting up your Videon product for the first time, please refer to our Quick Start. We also recommend scheduling an Engagement Support video call with our team to help ensure a smooth and functional setup of your workflow.
Accessing the Videon Help Center and LiveEdge® Cloud Control
To access our self-service documentation and make the most of any licenses you may have purchased, please follow these steps:
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Create a Help Center Account: Sign up on our Help Center using your company email address to gain access to all relevant technical documentation. In addition to the previous link, you can also access our Help Center directly from the Videon device's local Web UI by selecting “Help” in the top banner or from the “Support” button in the top right of the LiveEdge® Cloud Control portal.
- Create a LiveEdge® Cloud Control Account: If you don't have an account yet, simply register on our platform. By default, you'll have access to the Free version, unless you've opted for a different tier. You can learn more about our Cloud Control suite here.
- Requesting Access to an Organization: If you are new to LiveEdge® Cloud Control, follow the instructions here to request an invitation to your organization.
- Assigning Licenses: If you purchased licenses, they have been assigned to your LiveEdge® Cloud Control organization. Follow this article for detailed instructions on how to assign licenses to your devices.
- More Information About Using Cloud Control: For additional information on using Cloud Control features, click here.
Workflow Testing Verification Policy
Once your workflow is established, we recommend reviewing our Workflow Testing Verification Policy article to ensure everything is set up correctly for live events and future support.
Support Requests
To receive top-priority troubleshooting and the ability to submit Severity Level 1 support tickets, we encourage you to purchase a vCare support package. vCare ensures your workflow is fully supported, giving you access to dedicated, active support when you need it most. For more information or to find the package best suited to your needs, please fill out this request to our Sales team. If you encounter issues that you cannot resolve using our Help Center, you can submit a support request by:
- Clicking “Submit a Support/Service Request” at the top of the Help Center.
- Selecting the Service/Repairs/Support icon on the Help Center home page and completing the support request form.
To help us provide the best possible assistance, we kindly ask that you Download Debug Information and attach it to your support request to help us assist you more effectively. While we’ll do our best to assist, vCare customers receive prioritized, comprehensive support.
Product Registration
Please ensure that your Videon products are registered to receive full support and service.
Need Assistance?
We are here to help! If you have any questions or need additional support, feel free to reach out to our team. You are also welcome to share this information with your team members who might benefit from it. We look forward to working with you!