Platinum Services
Open Labs Platinum Services provide additional valuable service, support, and training features for your Open Labs hardware and software products during the term of your Platinum Service Contract. Platinum Services are available on all Open Labs products. We believe no one else in the industry provides this level of customer-focused service and support for its customers!
All products include 1 Year of Open Labs Platinum Services. Platinum Service upgrade options are available for years 2 & 3.
Limited Hardware Warranty & Standard Technical Support
Year 1 of Platinum Services on your Open Labs system is in addition to Open Labs standard 1 year limited hardware warranty and 1 year standard technical support services. If you purchase the Platinum Service Year 2 or Year 2 & 3 upgrade option, it also includes a limited hardware warranty and standard technical support services plus telephone support for the term length of the services contract.
“How To & Usage Training” Sessions (Limit 1 Hr. Each)
Once you have your Open Labs hardware up and running, you can contact Open Labs technical support and schedule remote customer training for your Open Labs system. Platinum Service “How To & Usage Training” sessions are one-on-one remote training with an Open Labs specialist using phone, web, and remote access that can be used anytime within the term of your Platinum Service. The remote access training requires that you have high-speed internet connection with your Open Labs hardware product. You can use your training sessions to ask questions on how to use your Open Labs hardware and software as well as limited 3rd party software (listed below under limited 3rd party software support) installed on your Open Labs hardware. Open Labs specialists will keep track of your sessions in 15 minute increments and also keep track of your remaining 1 hour sessions. Training sessions must be scheduled in advance during normal business hours.
"L-Series" units, including the Miko LXD, Neko X and Neko XXL, receive 4 hours of Platinum Services. The "Q-Series", including the Miko QC6 and Neko QX6, as well as the Soundslate series receive 2 hours of Platinum Services. Our laptop products receive 1 hour of Platinum Support. All included hours expire at the end of the warranty term.
If you need additional How To & Usage Training Sessions, you can purchase additional sessions for just $49, as long as your Open Labs hardware is still under the term of a Platinum Service Contract.
Limited 3rd Party Software Support
Open Labs will provide “best effort” support and assistance on limited 3rd party software installed on your Open Labs hardware by an Open Labs technical support specialist via phone, email, or remote diagnosis. Support is limited to the following 3rd party software that has been legally registered by the user and is a legally authorized copy installed on your Open Labs system:
• Pro Tools
• Cubase/Steinberg ‘family’
• Sonar/Cakewalk ‘family’
• Ableton Live
• Reason
• Sony Creative ‘family’
• Native Instruments Komplete
• Waves
• Spectrasonics plugins
• WaveLab
• Fruity Loops/FLStudio
• And most VST instruments and virtual effects
For more information on our Platinum services, please visit our Platinum Services Terms and Service Description page.