You must register your product to qualify for any support!
There are 2 (two) registrations processes.
Step 1:
Register your product with the Vendor (Pinnacle/Dazzle/Magix) using the online registration provided in the software/hardware product you purchased.

Step 2:
Register your product with Edutain Distribution to qualify for local support either online at:
http://www.edutain.co.za/register1.htm

Or telephonically on 011-450-4168

Or by faxing the completed registration form to 011-450-4577

Step 3:
• Carefully read the manual and documentation supplied!
• Check for any new patches or updates for your software on www.edutain.co.za
• Most support issues are resolved by updating your software with the latest version and or patches and due to the evolving nature of technology, new features and product enhancements are contained in regular updates, offering more compatibility and features.
• Check the product FAQ’s (Frequently asked Questions) for common support questions and resolutions.

Step 4:
For all Pinnacle Systems product support contact:

0861 STUDIO (788-346)
(local call rates apply)
Step 5:
(Note: You must be registered first)
Contact Edutain Distribution on technical@edutain.co.za

Or

Call 011-450-4168 (9:00am to 5:00pm, Monday to Friday. Excl. Public Holidays)

PLEASE NOTE:
Edutain Distribution support has been developed to help our customers, who are experiencing problems with their Edutain products, and who cannot or are not able to obtain support through our vendors support solutions. These support services have been based on the industry standard support services provided in the South African market.
Support Services offered:
No-Charge Support:

Depending on product and how it is purchased, you may be eligible for five (5) support incidents at no-charge for a period of three (3) Months from date of purchase. These incidents apply to retail products only. You must have registered with Edutain in order to get access to our local support services.

Paid-for Support:
Edutain Distribution paid-for support provides support in multiples of one (“single incident” or “Pay-per-incident”) or five/ten incidents (“Incident packs”)
• Consumer product support price per incident R35.00
• Consumer product support incident pack of 5 incidents R150.00 (Valid for 3 months)
• Consumer product support incident pack of 10 incidents R250.00 (Valid for 12 months)
Please note: Paid-for support users must register with Edutain and payment needs to be made up-front before any support can be provided.

Training:
Edutain Distribution provides product training:
• Basic Starter Course R300.00
• If taken up in 1st month of purchase R250.00

Frequently Asked Questions – PAID-FOR SUPPORT

What is Paid-For support?
Paid-for Support is provided in the form of single support incidents or in multi packs. You will need to establish whether you have a no-charge entitlement to these incidents, if not, you may need to purchase them. To find out, e-mail technical@edutain.co.za or call 011-450-4168. You can also visit the website for no-charge support information and self-help support resources, which are available 24x7. The site provides easy-to-use self-help resources and is designed to carry the minimum level of jargon.

What defines an ‘incident’?
An incident is defined as a single support issue and the reasonable effort(s) needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate incident. An incident may require multiple contacts and off-line research to achieve final resolution. The time spent in delivering these solutions is independent to the amount you will be charged.

Once I have reported a problem, can I leave it to Edutain?
Edutain may require additional information regarding the problem. Edutain will contact you to discuss the issue and to collect any further information that may be required.

Am I guaranteed a solution?
While our support professionals will endeavour to resolve your issue, Edutain cannot guarantee to resolve all issues due to the diversity of our customers’ computer configurations. Customers may request to close a case before it is resolved; however the chargeability is at the discretion of Edutain.

Who defines what constitutes an acceptable solution to the problem?
The Support Professional will agree upon the definition of the problem with you when you raise the support incident. The incident will be closed after the support professional has delivered one or more suggested solutions to you. The time spent in delivering these solutions is independent to the amount you will be charged. If the support professional is unable to deliver a solution, you will be notified and the case will be closed as unresolved. The chargeable status of an unresolved case will be at Edutain discretion.

Is there anything that Personal Support does not cover?
We do not provide support for any problems with hardware and software that is not directly related to our products. Any support related to non Edutain products that requires support will be charged at R275.00 per hour or part thereof.

Will I have to do anything to help with the problem resolution?
You may be asked to perform problem determination activities as suggested by us. Problem determination activities may include system diagnostics, capturing error messages and collecting configuration information. You may also be requested to perform problem resolution activities including changing product configurations, installing new versions of software or new components, or modifying processes.

Can I do anything to prevent problems occurring?
We consider it prudent practice to fully back up systems at least every 24 hours. A failure to do so significantly decreases the opportunities for you to mitigate any harm or damage arising from an irregularity in your system’s operations or any harm or damage that might result as a consequence of the provision of support services.

How do I purchase additional incident support?
Contact: 011-450-4168 and Edutain will fax or e-mail you a purchase order form. We required the signed order form and proof of payment before any support can be offered.

Please have all your product information and personal details available when you call.

Payment options:

Via credit card (Mastercard & VISA only)

Via debit card (Only available if customer is at our premises)

Via direct deposit into out bank account:

Terms of Use Agreement
Edutain Support

IMPORTANT -- READ CAREFULLY:
This Terms of Use Agreement ("AGREEMENT") is a legal agreement between you and Alien Enterprises cc Trading as Edutain Technology, (EDUTAIN) which governs: 1) your access to and receipt of support, including Edutains remote access to your system to analyse problems, sources of problems, and when appropriate, to fix problems (collectively the “SUPPORT”); and 2) your use of documents (“Documents”), support software in the form of hotfixes, updates, bug fixes, workarounds, patches, or other software that Edutain provides to you in the course of providing SUPPORT or which is otherwise located on this website (collectively the “SOFTWARE"). By making use of Edutains support services, accessing support services on the Edutain website and or purchasing additional support services you agree to be bound by the terms of this AGREEMENT. If you do not agree to the terms of this AGREEMENT, you are not authorised to use Edutain’s website or SOFTWARE.
1. PURCHASING SUPPORT INCIDENTS
a. if you purchase SUPPORT incidents, then these terms shall govern in addition to the other terms and conditions of this AGREEMENT.
b. The SUPPORT provided under these terms, and how it is delivered, is described in the Frequently Asked Questions and covers one SUPPORT incident. This incident will remain open until you agree with the technician handling your incident that the incident should be closed, or for three (3) months, whichever is the shorter.
c. Because the process of working on your incident will begin as soon as you have submitted your incident to us, you will not be able to cancel your request for SUPPORT.
d. If you have any questions arising from these terms, please contact the Edutain on 011-450-4168
e. The price of a SUPPORT incident will be as indicated on this website and on the registration documentation and the price of your incident will be the price at the time you submit your SUPPORT incident. All prices will display VAT separately. VAT will be payable at the rate in force at the time we debit your credit card and may change.
f. By submitting a request for a SUPPORT incident you confirm that
i. you are over 21 years old;
ii. that you are entitled to use the credit card, details of which you provide under ‘payment details’ for the purposes of purchasing a SUPPORT incident;
iii. that you accept these terms and the other terms and conditions of this AGREEMENT;
g. We will send you an email confirming your request for a SUPPORT incident. This email will have a reference number and this must be quoted in all communications about your SUPPORT incident.
h. In order for your Edutain Support engineer to effectively diagnose your problem, some machine configuration data and personal information will need to be collected
2. Termination. Without prejudice to any other rights, Edutain may terminate this AGREEMENT if you fail to comply with the terms and conditions of this AGREEMENT. In such event, you must destroy all copies of the SOFTWARE.
3. CONSENT TO USE OF DATA. You agree that Edutain and its affiliates may collect and use technical information gathered during the product SUPPORT services provided to you, if any, related to the SOFTWARE.
4. LIMITED WARRANTY. Save that Edutain will perform its obligations under this AGREEMENT in a good and workmanlike manner, the SOFTWARE, SUPPORT and access to this website are provided "as-is," without warranty of any kind, and any use of this SOFTWARE, SUPPORT and access to this website is at your own risk. To the maximum extent permitted by applicable law, Edutain and its suppliers disclaim all other warranties and conditions, either express or implied, including, but not limited to, implied warranties and conditions of no latent defects, merchantability, fitness for a particular purpose, title, and non-infringement. With regard to the SOFTWARE and this website, Edutain does not warrant that the functions contained in the SOFTWARE or this website will meet your requirements, or that the operation of the SOFTWARE or this website will be uninterrupted or error-free, or that defects in the SOFTWARE can be corrected. Furthermore, Edutain does not warrant or make any representations regarding the use or the results of the use of the SOFTWARE or this website in terms of their correctness, accuracy, reliability, or otherwise. No oral or written information or advice given by Edutain or its authorised representatives shall create a warranty or in any way increase the scope of this warranty. Should the SOFTWARE prove defective after Edutain has delivered the same, you shall assume the entire cost associated with all necessary servicing, repair or correction.
5. CUSTOMER WARRANTY. You will not allow any person who is not authorised by you, or who has not accepted the terms of this AGREEMENT to access this website or submit SUPPORT requests from your computer.
6. LIMITATION OF LIABILITY; NO LIABILITY FOR CONSEQUENTIAL DAMAGES. To the maximum extent permitted by applicable law, in no event shall Edutain or its suppliers be liable for any special, incidental, indirect, or consequential damages nor for any damages for loss of business profits, business interruption, loss of business information, or any other pecuniary loss) arising out of the use of or inability to use the SOFTWARE or this website, or arising as a result of Edutain provision or failure to provide SUPPORT, even if Edutain has been advised of the possibility of such damages.
7. USE TERMS. Edutain reserves the right to change the terms under which SUPPORT, remote access and the SOFTWARE are provided. Edutain will give notice of any such changes on this website at least fourteen days before such changes are implemented, and your continued use of SUPPORT or this website will be deemed to be your acceptance of any changes to the terms. A certificate signed by Edutain (or by one of Edutain's directors, whose appointment, qualification and authority need not be proved) shall be prima facie proof of the date of publication and content of the current version and all previous versions of the terms.
8. LINKS TO WEBSITES. The links in this website may take you outside of this website. The linked sites are not under the control of Edutain and Edutain is not responsible for the contents of any linked site or any link contained in a linked site, or any changes or updates to such sites. Edutain is not responsible for webcasting or any other form of transmission received from any linked site. Edutain is providing these links to you only as a convenience, and the inclusion of any link or the content in any link does not imply endorsement by Edutain of the site or the contents therein.