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Support

VDS Support Options


VDS offers different types of software and system support depending on the type of VDS product.VDS customer support

For Plug-Ins and Paint Software:


For Plug-Ins and Paint software support and licensing issues please email:  license@videodesignsoftware.com

Or phone VDS at 631-249-4399

Note that after-hours calls will be answered and recorded, and responded to the following day.

All plug-in and paint products include support for a period of one year from the date of purchase. Customers are encouraged to have a current Software Maintenance Agreement (SMA) in place after the first year.

This SMA provides customers with the latest software release applicable to the corresponding Liberty Paint & Animation, Twister, Synapse or reQuest License during the maintenance period, as well as the additional support benefits described below.

The SMA provides for support from VDS should the hardware platform need to be updated or replaced. In these cases, VDS will work with the client to identify and recommend the steps required to maintain system functionality. The SMA also covers any software updates required for Synapse and request customers when Quantel software versions are updated.

Technical Support via email, or telephone 8 am to 6 pm Eastern Time during week days (excluding major holidays) is included in the SMA.


If you do not have a current SMA, or do not know your SMA status, please contact VDS.


For All Other Products:

Please contact VDS via telephone at 631-249-4399.

At any time of the day, this call will be answered by a VDS receptionist and routed to the appropriate technical person on a 24 x 7 basis.

A VDS engineer will contact you in response to your call, according to you SMA Tier of support.

Please consult your Software Maintenance Agreement (SMA) for the level of support provided.

If you do not have a current SMA, or do not know your SMA status, please contact VDS.

Contact VDS