We support our products better than anyone in the industry.

We have a philosophy at Video Hardware Services LLC:

Our customers are our salespeople

We approach each sale with the intention to make sure you can use your system, and to make sure it works properly for you. Our primary goal in support is to make sure that your system gets your work out the door, so you can get the checks in the mailbox, teach your students, or make the video for your class reunion.

Over the years, we've sold multiple systems to the same customer. They make money and generate so much new business using the first one, that they need another one for all the new work they have. We'll take extra care to make sure your footage is not lost when we give instructions or driver updates, we'll only tell you to use the Restore option as a last resort, and if your system comes into us for repair, we'll make every effort to back up your clips and data.

If you are having issues with a product you purchased from Video Hardware Services LLC, you can reach out to us in many different ways.


If your issue is not immediately urgent; please send an email with your name, type of system, and a description of your problem to support@videohardware.com. We will usually respond within 2 hours, even on the weekends.

You can call us toll free at 1-877-203-0871 x203 or x203 to speak with a technician during our normal business hours or our extended support hours if you have the Premium Plan.

Using our Remote Technician service, we'll be able to log into your system, and troubleshoot any issues.

When you call us, please have your system connected to the Internet (if possible).

The Remote Tech Icon on your desktop (or in the Start Menu) will connect you to our technician, and we will be able to interact with your system just like we were sitting right there with you.

If you run into trouble, our Remote Tech service helps keep you up and running, in an instant.

Our Remote Tech technology allows us to log into your system (with your permission per session) and work with you interactively while logged on while talking to you on the phone (or LiveChat) to help troubleshoot any issues. We know your system, and we can pinpoint issues quickly.

Support Plans

The DreamCARE Pro plan is our standard 2 year plan, and it is included with every DreamStation system. In the unlikely event the computer has to come back to us; we offer FREE return shipping via FEDEX Ground with our DreamCARE Pro plan.

Many of our components have 5 year warranties from the manufacturer. We will take care of all returns for any components for the first 2 years. In addition, for the first 6 months, we will replace a defective hard drive with a new drive; not a refurbished one.

What is covered under the DreamCARE Pro plan:

  • We will cover Windows errors, BIOS boot problems, hardware issues, and basic software work flow issues under this plan by phone, chat, or email from 10AM until 5PM based on your local time zone. Email is provided 24/7 at no charge with a 4 hour response time during support hours.
  • Liftetime Support policy - we will answer questions well after your warranty expires and will never charge for labor.
  • Real time support chat during your local support hours
  • Telephone tech support for hardware failures from 10AM to 5PM (your local time) M-F
  • Advance ground shipping of replacement parts (credit card guarantee required, expedited shipping available at extra cost)
  • Remote Technician for to help diagnose errors and crashes
  • Discounts on Remote software training
  • Parts and Labor included for hardware failures
  • Major software updates, virus removal, and operating system changes are not covered under this plan and may incur additional charges.

The DreamCARE Premium Pro plan is our enhanced plan. It extends the hardware and support term to 3 years and includes everything in our DreamCARE Pro plan.

What is covered under the DreamCARE Premium Pro plan:

  • With our DreamCARE Premium Pro plan we take care of all your hardware and software maintenance, so you can just create and produce.
  • Priority Real Time support chat during your local support hours
  • Liftetime Support policy - we will answer questions well after your warranty expires and will never charge for labor.
  • Priority Telephone tech support from 8AM to 7PM YOUR LOCAL TIME M-F (weekend call backs for urgent issues)
  • Remote Technician for software and hardware failures
  • Enhanced support for software workflow help.
  • Advance overnight cross-shipping of replacement parts with free shipping (credit card guarantee may be required)
  • Extended Access to Remote Technician on evenings and weekends
  • Remote Software Troubleshooting
  • Remote Software and Driver Updating Assistance
  • Quarterly Remote 'Pro-Active' Diagnosis and Prevention
  • Software Maintenance and error log checking
  • We will find your hardware issues before they become a problem
  • Parts and Labor included for hardware failures for the entire 3 year period

Please contact us at 1-8778-203-0871 x205 if you have any questions about our support plans.