MTI Film Technical Support
The standard Upgrades and Support contract for MTI Film software products include:
- Technical Support via email and phone from 9:00 am to 7:00 pm Eastern Time (US)
- Access to the MTI Film Knowledge Base and Support Forums on this site
- Periodic maintenance releases of software
- All Major Version upgrades to throughout the contract period
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Customers with valid support contracts have immediate access to Software Downloads, Discussion Forums and Knowledge Base articles.
We recommend you search the knowledge base and discussion forums first
The answer to your question may be there. and the knowledgebase includes trouble-shooting guides to some of the issues more commonly encountered.
Email Support:
support@mtifilm.com
If you need to reach someone for further help, email is the best way to ensure that your question is seen by the entire group of support staff with the most diversse skills and knowledge so the appropriate person can get back to you as quickly as possible. We make every effort to reply to emails promptly.
Phone Support:
+1 401 831 1315 x 0
If you need to speak with someone by phone, please use the above number so we can route your call appropriately.
MTI Film is not responsible for Support issues directed to any other targets, including (but not limited to) MTI Film's LA Office, Sales staff, individual Support staff members' extensions, mobile or personal phone numbers, or individual Support staff members' email addresses.
Hardware Integration Fee
All customers who purchase workstations, DVS cards and storage from MTI Film will receive hardware setup and integration support as part of the Annual Support Contract.
Customers who opt to purchase workstations or storage from outside vendors, or who opt to work with a non-qualified hardware or OS platform, will incur a Hardware Integration Fee if MTI Support assistance is required during installation or integration.
Customers working on non-qualified hardware or OS platforms will receive Support per the Standard Support Contract. However, they should be advised that reported issues must also be reproducible on qualified systems or they will not be addressed.
After Hours/Emergency Support
MTI Film does not offer After Hours Support for Correct-DRS. Our staff makes every effort to respond to all new Support issues in a timely fashion.
Non-Contract Incident/Hourly Support
MTI Film does not offer hourly rate Support services. Support is available only within the context of a Support Contract. The exception to this policy is in the case of license failure. MTI Film will provide troubleshooting support for all license and dongle failures at a set fee. Please contact your Sales Representative for further details.
- Technical Support via email and phone from 9:00 am to 7:00 pm Eastern Time (US)
- Access to the MTI Film Technical Support Portal (http://support.mtifilm.com) for 24x7 self-service Support
- Periodic maintenance releases of Correct-DRS software
- All Major Version upgrades to Correct-DRS throughout the contract period
For Phone Support, please call
+1 401 831 1315 x 0 For Email Support, please contact
support@mtifilm.com MTI Film is not responsible for Support issues directed to any other targets, including (but not limited to) MTI Film's LA Office, Sales staff, individual Support staff members' extensions, mobile or personal phone numbers, or individual Support staff members' email addresses.
Hardware Integration Fee
All customers who purchase workstations, DVS cards and storage from MTI Film will receive hardware setup and integration support as part of the Annual Support Contract.
Customers who opt to purchase workstations or storage from outside vendors, or who opt to work with a non-qualified hardware or OS platform, will incur a Hardware Integration Fee if MTI Support assistance is required during installation or integration.
Customers working on non-qualified hardware or OS platforms will receive Support per the Standard Support Contract. However, they should be advised that reported issues must also be reproducible on qualified systems or they will not be addressed.
After Hours/Emergency Support MTI Film does not offer After Hours Support for Correct-DRS. Our staff makes every effort to respond to all new Support issues in a timely fashion.
Non-Contract Hourly Rate Support
MTI Film does not offer hourly rate Support services. Support is available only within the context of a Support Contract. The exception to this policy is in the case of license failure. MTI Film will provide troubleshooting support for all license failures at a rate of $250 per hour, with a 3 hour minimum. If the cause is shown to be a hardware failure of the MTI security dongle, it will be replaced at no charge to the customer and the hourly labor fee will be waived.