Product Service & Support

Freeport prides itself with assisting customers in managing their Freeport hardware and software lifecycle process.

Evergreen Support Program

Freeport Technologies prides itself with assisting customers in managing their Freeport hardware and software lifecycle process. The Freeport Evergreen Support Program (ESP) was developed to help facilitate the lifecycle migration of Freeport hardware to its’ next generation platform.

ESP is included with all Freeport Technologies branded hardware quoted on or after February 1, 2019 at no additional cost. This program includes remote help desk support, hardware warranty, and firmware updates.  Hardware products (MDVNS, RCI/CSI, OPIS and Mercury) purchased after 02/01/19 do not require a paid service agreement.

  • Technical Support

    Freeport’s Technical Support is available Monday - Friday: 8:30 a.m. - 5:00 p.m. (EST).


    Freeport Closures & Exceptions

    • OPM Federal Holidays
    • The Friday after Thanksgiving
    • After hours support must be coordinated and scheduled in advance


    Support Validation & Execution

    • Freeport Technologies’ issued job ID (38xxx-xxx)
    • Freeport product serial number, SCC5Netxxxx, SCCxxxx, RCIxxxx
    • All Technical Support issues will receive Case ID


    Contact Technical Support

    Email: techsupport@freeporttech.com
    Phone: 571-262-0422

  • Hardware Replacement

    Freeport Technologies will attempt to provide next business day (NBD) service of defective hardware after our engineers have deemed necessary. Freeport Technologies will determine possible NBD service through shipping durations and geographical locations.

  • Lifecycle Planning

    Freeport Technologies will provide an End of Life (EOL) announcement at least 6 months prior to becoming End of Sale (EOS).

    For 3 years after EOS, Freeport Technologies will provide bug fixes and critical firmware updates identified by the US Government, in writing, and in concurrence with Freeport Technologies, up to the limitations of the hardware.

  • Hardware Definitions

    GEN 1 - Systems inclusive of a third party MDVNS Sequencer (AMX or Crestron) is an End of Life product and is not eligible for support or support renewals. Please contact Freeport Technologies to obtain a discounted price quotation to upgrade to a current generation ESP supported system.

    GEN 2 - Systems issued on or before March 31, 2018, which is not inclusive of a third party MDVNS Sequencer (AMX or Crestron) is an End of Sale product. The last day to upgrade to ESP is March 31, 2020. Please contact Freeport Technologies for pricing to upgrade to ESP or for a discounted price on a current generation, ESP supported system.

    Please note the ESP for GEN 2 systems is limited to the following codec models supported by the GEN2 EOL hardware at time of EOS.

    * See Generation 2 Support Table

    GEN 3 - This generation is not applicable. This was a manufacturing documentation alignment effort.

    GEN 4 - Systems issued on or after April 1, 2018 through January 31, 2019 may not be inclusive of ESP at the time of purchase. Systems quoted (RFQ Tool) on or after February 1, 2019 include the ESP.

  • Key Dates

    Systems quoted or purchased on or after February 1, 2019 include Freeport’s Evergreen Support Policy.

    Deployed GEN 2 and 4 systems purchased prior to February 1, 2019 with active or expired support will have the option to upgrade to the Evergreen Support Policy.

    GEN 1 systems are end of life and require an upgraded to current generation systems for inclusion of the Evergreen Support Policy. Please contact Freeport Technologies to obtain a discounted price quotation to take advantage of existing clientele discounts for current generation systems.

    Key Dates:

    1. GEN 1 - EOS March 31, 2013 EOL March 31, 2016
    2. GEN 2 - EOS March 31, 2018 EOL March 31, 2021
    3. GEN 4 - Lifecycle dates have not been determined