Support Overview

Technical Support

MediaRich Customer Support Center

  1. As a MediaRich customer your company is entitled to two Technical Support Contacts.
  2. Your company’s two designated Technical Support Contacts are the only individuals who have access to submit and manage support tickets.
  3. Your two (2) MediaRich Technical Support contacts were listed on the “MediaRich Technical Contacts” section of your MediaRich License Key Request Form which was completed as part of your initial license fulfillment. If you do not know who your company’s support contacts are please call 1-415-332-4343 x217 and we will provide you with this information.
Click the link below to submit MediaRich Product Support Requests for: MediaRich ECM for SharePoint, MediaRich Server, MediaRich Hot Folders, MediaRich Merchandizer and EQ Network Pro Video Accounts. MediaRich Customer Support Center login

Gold Level Support

  • Free software updates
  • Telephone and Support Center access to Technical Support Engineers
  • 5 telephone incidents (unused incidents expire one year from the date of purchase)
  • Unlimited email incidents for one year
  • Engineers are available from 6:30 a.m. to 5:30 p.m. PST and 8:am to 5:PM GMT, five days a week, excluding Equilibrium holidays at +1.415.332.4343 x5
  • After-hours service for mission-critical issues (i.e. Priority 1) is available for customers who have purchased a Gold Level Support plan for $1000 per incident
Contact an EQ sales representative for pricing details.

Platinum Level Support

  • All the items in the Gold Level Support Plan
  • Ability to access an Equilibrium Technical Support Engineer outside of Equilibrium’s normal business hours for mission critical issues (i.e. Priority 1) .
Contact an EQ sales representative for pricing details.

DeBabelizer Pro 6 Support Information

  • Technical Support is no longer available for DeBabelizer Pro.  The last remaining version of DeBabelizer Pro 6.1 is now available for Free and has been sunset.
Click here to see the DeBabelizer Pro 6 Free Download Area.

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