Foundation.
5-year warranty, RMA at module level, prepaid return shipping in US, business-hours phone & email support, firmware updates, auto-cal.
When something breaks
Real service.
Most LED problems happen Friday at 4:50 p.m. Our service operation is designed for that — fast triage, US warehouses, named engineers, emergency lane for game-day events.
Service tiers.
Production.
Everything in Standard + 24/7 phone line, named engineer assigned, on-site spares locker (5–10% of panel count), annual on-site sanity check.
Mission critical.
Everything in Premium + 4-hour response SLA, advance-replacement (we ship before you ship back), quarterly cal visits, on-call field engineer.
10 years.
Extends standard warranty from 5 to 10 years for permanent installations. ~$0.04/m²/month list. Caps long-term RMA risk.
How RMA works.
- 1. You email [email protected] with the panel serial, a brief diagnosis, and a phone number. (Or call the 24/7 line if you're on Premium / Mission.)
- 2. A Houston engineer triages — usually inside one business hour. We confirm the diagnosis, decide module vs cabinet swap, and book a shipping slot.
- 3. Replacement ships in 24–48 hours from our Houston warehouse. Mission tier ships same-day where possible. Air freight available for emergencies.
- 4. You install the replacement using the same module-swap procedure your team learned in Houston training. Pin-drop mechanics, no calibration step required (the new module ships pre-cal'd to match its neighbors).
- 5. Failed unit returns on the prepaid label inside the same box. We diagnose at the Houston bench, file the failure with our supplier, and update telemetry on similar serials.
Game-day emergency lane.
If you have a Sunday-morning service, Monday keynote, or Friday-night game, our standard SLA isn't fast enough. Our emergency lane is.
Response
≤ 30 min, any hour
Shipping
Same-day air, US
Field engineer
On a flight if needed
Got an issue?
Request a quote