Technical Support Policy

This document outlines the technical support services provided by Digital One Rentals for rented equipment. The purpose of this policy is to define the scope of support available to customers and establish clear expectations for both parties.

Support Availability

Technical support is available Monday through Saturday from 8:00 AM to 8:00 PM Eastern Time. For certain events or special projects, extended support hours may be available if requested by the client in advance.

Support Contact Methods

The preferred method of contacting Digital One Rentals technical support is by phone. Support may also be requested via email. Phone support typically provides the fastest response for urgent technical issues.

Scope of Technical Support

Technical support provided by Digital One Rentals is focused on ensuring that the rented equipment is functioning properly.

Support includes assistance with:

  • Hardware functionality issues
  • System startup or operating system issues
  • Basic configuration of the rented equipment
  • Remote troubleshooting when necessary

Remote Support

Digital One Rentals may provide remote troubleshooting assistance using Splashtop remote support software. This allows technicians to diagnose and resolve certain issues quickly without requiring the equipment to be returned.

Support Limitations

Technical support provided by Digital One Rentals does not include troubleshooting or support for third‑party software installed by the renter. This includes, but is not limited to:

  • Client-installed applications
  • Corporate VPN configuration or connectivity
  • Client network infrastructure or Wi‑Fi environments
  • Internal corporate systems or proprietary software

Support is limited to ensuring that the rented equipment itself is functioning properly.

Equipment Inspection Upon Delivery

Customers are responsible for inspecting equipment upon delivery and confirming that systems are functioning properly. Any issues should be reported to Digital One Rentals as soon as possible.

Hardware Replacement Policy

If a hardware issue occurs during the rental period, Digital One Rentals will first attempt to troubleshoot the problem remotely. If the issue cannot be resolved, replacement equipment may be shipped overnight when available.

Event Support

For training sessions, conferences, or other events, Digital One Rentals generally provides remote technical support. In certain cases, on‑site technical support may be available if arranged in advance.

Goal of Technical Support

The goal of Digital One Rentals technical support is to ensure that rental equipment operates reliably and is ready for client use. Our technicians will make reasonable efforts to assist with hardware and system functionality issues during the rental period.