Warranty Documents
Veracity provides three types of Warranty: a Standard Product Warranty; an optional Extended Warranty for systems project installations and a Lifetime Warranty for selected products for VIP (Veracity Incentive Program) customers.
Pre-Sales Support
Veracity offers a very wide range of products for network connectivity, video surveillance, video walls and integration of security systems. Identifying the right product for a specific application is not always a simple task. This Pre-Sales Support section of our website is designed to help you find the right product and configuration with our FAQ section, links to Product Datasheets and Application Notes.
Our FAQ section below is often the best place to start. You can search by keywords using the Magnifier icon or by filtering the FAQs by category or product. Once you have determined the type of product you might need, please note that most technical queries can be answered by the information contained in our Product Datasheets.
Our team are always ready to help via phone, email ask@veracityglobal.com and via our online Enquiry Form.
For information on how or where to buy our products, please see our How To Buy pages.
Troubleshooting
Veracity offers a very wide range of products for network connectivity, video surveillance, video walls and integration of security systems. Identifying the right product for a specific application is not always a simple task. This Pre-Sales Support section of our website is designed to help you find the right product and configuration with our FAQ section, links to Product Datasheets and Application Notes.
This section is designed to assist with fault-finding and troubleshooting with most types of Veracity products. Here you can find guidance on simple checks and tests which may help to solve your issue.
Veracity products generally provide a lot of useful status information and so troubleshooting can often be quite straightforward.
If your issue is not resolved after using the appropriate Troubleshooting Guide, please raise a support ticket.
Troubleshooting Guides
We have a downloadable Troubleshooting Guide for each product family or type. Please select the appropriate product type from the list below to view and/or download the required Guide.
HIGHWIRE Troubleshooting Guide
2 MB
OUTREACH Troubleshooting Guide
2 MB
LONGSPAN Troubleshooting Guide
2 MB
CAMSWITCH Troubleshooting Guide
2 MB
LIGHTSPAN Troubleshooting Guide
2 MB
CAMERA INSTALLATION TOOLS Troubleshooting Guide
2 MB
TIMENET Troubleshooting Guide
2 MB
POWER SUPPLIES + INJECTORS Troubleshooting Guide
2 MB
COLDSTORE Troubleshooting Guide
2 MB
VIEWSPAN Troubleshooting Guide
2 MB
Support Contracts
Designed For You
Customers who use Veracity systems products (Storage & Recording, Display Controllers and Integrated Security Management solutions) in projects, can arrange for annual support contracts through their SI for priority technical support, software upgrades and product maintenance, which may include on-site support as required.
To find out more about our Support Contract offerings, please contact us via our Enquiry Form, or contact your nearest Veracity Office or Sales Representative.
We Go Above
and Beyond
Veracity provides a complete range of technical support information and services via web, email, phone, remote access and on-site. We also offer support contracts for systems projects. For more information on our product support system and services, please read on.
Veracity offers a range of pre-sales support assistance including product selectors and calculators. If you have a question not covered by our website information, product datasheets and FAQ lists, or wish to enquire about system design help, please contact us via our enquiry form, or email ask@veracityglobal.com
If you have a query about a Veracity product, look at our Frequently Asked Questions section first, as many questions are addressed here, with FAQs grouped by product type. If you are an existing customer and have a technical support issue, then please check our Troubleshooting Guide first. If your issue is still not resolved then please proceed to our Technical Support section.
Veracity offers excellent standard product warranties against manufacturing defects or component failure for all of our products. Quotations for extended warranties are available on systems projects. Some specific products are available with Lifetime warranties under our VIP scheme.
Veracity Warranties
All Veracity products are designed for reliability and long useful life. They are manufactured under strict quality control procedures and are tested in production. Veracity is ISO 9001:2015 certified, and all manufacturing facilities are certified to the same standards. Further details are available on request.
Veracity provides a warranty-backed guarantee that all of our products are manufactured free from defects in materials, components and workmanship.
Veracity provides three types of warranty: Product, Extended and Lifetime.
Extended Warranty
Veracity provide Extended Warranties to System Integrators for End Users for complete system installations or larger projects. Extended Warranties are normally for 3 or 5 years over and above the standard Product Warranty period, and would normally cover all Veracity products used within a project, with a few exceptions (e.g. power supplies).
Extended Warranties must be ordered when the products are originally purchased. Note that Extended Warranties are typically for products within systems solutions and projects delivered through System Integrators.
Product Warranty
Veracity products are designed to be highly reliable and to have a very long useful life. Our product return rates are extremely low. All products carry our manufacturer’s warranty covering manufacturing defects or component failure. Details of our standard product warranties including warranty periods for each product type can be found here.
Please visit the relevant sections for further information on each class of warranty.
Lifetime Warranty
A limited (but increasing) range of our IP Transmission Products are available with a Lifetime Warranty* for our VIP (Veracity Incentive Program) customers. For details of our VIP scheme, please go to the Veracity Customer Portal. Please note that our VIP scheme and Lifetime Warranty options are not yet available in all territories.
For further information please contact your nearest Veracity office or complete our online Enquiry Form.
* Terms and Conditions apply
Warranties
We are here to help
Veracity has an extensive technical support team, in all of our key territories, to support our customers around the world. We provide support via email, phone and secure remote access.
We can also provide on-site support when required, at pre-agreed rates.
You can contact us to get help on choosing a product (see Pre-Sales Support below). If you are an existing customer and have a technical issue, in the first instance please refer to our Troubleshooting Guide. Alternatively you can get direct technical support for a specific product or installation (see following sections).
Technical Support
RMA Process
In the unlikely event that you have to return a Veracity product, we have a defined RMA process (Return Merchandise Authorisation) to ensure that your product is replaced efficiently. If you purchased your Veracity product via one of our distribution channel partners, please contact them in the first instance as they will process your product return and replacement directly with you. For products purchased via other channels please follow the instructions below.
First, ensure that you have raised a ticket on our support system and have spoken to a Support Engineer about your issue. Product faults are rare and most issues can be resolved by correct installation and configuration. If you have been instructed by a Veracity Support Engineer to return the product, we will provide you with an RMA Request form and Authorisation Number. Please fill the form in completely to ensure the efficient processing of your case. The RMA product cannot be processed without the form and Authorisation Number attached.
Mike Sayers
"The VIEWSCAPE solution exceeds our expectations and expands to meet our needs"
Transport for West Midlands
Dr Pratit Santiprabhob
"The flexibility and scalability of the technology allow us to use IP Surveillance beyond security.”
Boonrawd Group
Jeremy Dolbear
"Veracity's commitment to customer satisfaction has consistently exceeded my expectations"
TDS (Time Data Security) Ltd
Submit a Ticket
If you are an existing customer and have an issue with a product, or its installation, which is not resolved by our FAQ, nor by following one of our Troubleshooting Guides, then please use our Support Ticket system below. You will receive a Support Ticket Reference Number and a response as soon as possible (usually within 24-48hrs).
Ticketing System
We use a global ticketing system to manage your support requests. This ensures that your requests are dealt with quickly and efficiently.
This facility is only for customers who already have a product. Please use Pre-Sales Support above for product or information enquiries.