Table of Contents
Subscriptions
What subscription terms are available?
The Avocor R Series and Rise Vision Media Player Hardware as a Service subscriptions are available in 3 year or 5 year subscriptions.
What payment methods are accepted?
For Hardware as a Service subscriptions with monthly payment terms, we require a credit card.
We accept purchase orders for Hardware as a Service subscriptions with annual payment terms.
Does the Hardware as a Service subscription include a display license?
The Rise Vision Media Player and Avocor R Series are add-on subscriptions. You’ll need to purchase your display licenses or unlimited licenses separately.
What if I want to purchase additional Hardware as a Service subscriptions during my current subscription term?
You can easily add Hardware as a Service subscriptions at any time. Each addition will be treated as a new subscription. Unfortunately, alignment of billing dates can only be achieved for monthly invoicing subscriptions paid via credit card, and no reference to a PO is required.
What happens when my subscription runs out?
At the end of a subscription term, you have a few different options:
#1 - Renew for another 3 or 5-year term and get a hardware refresh, the newest technology we offer.
#2 - Take an annual extended service subscription and continue using your existing hardware at a reduced cost after the 3 or 5-year hardware term is up. Rise Vision will continue to support and manage the hardware for you. The hardware is no longer covered under warranty. If it requires replacement at any point during an extended service subscription, we will apply the time remaining as a credit towards a new 3 or 5-year term.
#3 - Cancel and send the hardware back to Rise Vision.
Is there a free trial?
For large orders, we offer evaluation units. Please contact us to purchase your Avocor R Series or Rise Vision Media Player Hardware as a Service evaluation device.
Do I own the Hardware as a Service device?
Rise Vision owns all Avocor R Series and Rise Vision Media Player devices. A Hardware as a Service subscription gives you predictable low costs and makes budgeting easier. And you can easily scale your digital signage network without worrying about sunk hardware costs.
Where is Hardware as a Service available?
The Rise Vision Media Player hardware as a service is currently available in the United States and Canada.
The Avocor R Series hardware as a service is currently available in the United States.
How long does it take to receive my Hardware as a Service device?
Shipping time is typically 1 week from the date of your purchase.
Is shipping included, or do I have to pay for shipping?
Ground shipping is included with your Hardware as a Service device, you don’t need to pay for it.
What is the cancellation policy?
Any cancellations will take effect at the end of your current subscription term and will require you to return the device to us within 30 days of your subscription ending.
Rise Vision will continue to invoice you until we receive your device. If the device gets reported lost or arrives back damaged, we’ll invoice you for any damages.
Please contact Rise Vision Support (support@risevision.com) to coordinate your return.
Can my existing devices get the same services as the Hardware as a Service devices?
The services are only available for the subscription Hardware as a Service devices.
Support
Do Hardware as a Service subscriptions include content management?
Rise Vision does not provide content management services. With the Hardware as a Service subscription we will ensure the device software is up to date, provide remote technical support, replace the device if there’s an issue, and refresh it upon renewal if you’d like.
Who is responsible for installing the Hardware as a Service devices?
You’ll install the plug-and-play Avocor R Series or Rise Vision Media Player.
For the Avocor R Series, simply mount the display to your wall, and then connect it to the power, internet, and your Rise Vision account to start using it immediately.
For the Rise Vision Media Player, simply connect the media player to your display, power, internet, and your Rise Vision account to start using it immediately.
Who is responsible for connecting the Hardware as a Service device to the network?
You are responsible for connecting the Hardware as a Service device to their network, including any advanced configuration to support a static IP address, connecting through a proxy server, etc.
In the event of a network issue, you are responsible for any issue “outside the device”. If a network issue is specific to the device we are using (e.g., the problem is “inside the device”), then we will help you solve the issue.
Does Hardware as a Service include onsite service?
Hardware as a Service does not include onsite support. We will provide you with phone, emails, and remote desktop support to help you get your Hardware as a Service devices back online.
What is the Hardware as a Service replacement policy?
Your Hardware as a Service subscription keeps the devices in your digital signage network working at all times. If a device fails, we’ll send you a replacement. Replacement devices typically arrive within one week. This policy does not apply to devices that are on an extended service subscription and out of warranty.
Please contact Rise Vision Support (support@risevision.com) to receive technical support and if necessary coordinate your replacement.
When can my Hardware as a Service devices get refreshed?
Rise Vision can refresh your Avocor R Series or Rise Vision Media Player when you renew your subscription.
Does Rise Vision have remote access?
Yes, Rise Vision has remote access to manage the device.
What kind of remote device management features are available?
We handle all of the remote device management so you don’t need to.
What are the network requirements for the Hardware as a Service devices?
You can see all of the network requirements for the Hardware as a Service devices here.
What happens if I break the Hardware as a Service device?
If you break or lose the device we will invoice you the full cost of the device. The Rise Vision Media Player has a Kensington Security Slot so that you can protect the device from theft. The Avocor R Series display should be securely mounted to the wall to prevent theft.
Can other applications be installed on the Hardware as a Service device?
You are not permitted to enroll the device into your device management system or install other applications. If you try to install other applications or tamper with the software or hardware we will not be able to support you and will invoice you for the full cost of the device.
Rise Vision Media Player Hardware
What’s included in the box with the Rise Vision Media Player?
The Rise Vision Media Player box includes:
- 1x 12V power cable
- 1x 3’ HDMI cable
- 1x wifi antenna
- 1x wall mount
- 1x ethernet cable
- 1x remote control & batteries
You’ll also receive 1x USB stick per order used for mass activating large quantities of Rise Vision Media Players.
How do I mass activate Rise Vision Media Players using the USB stick?
Take a look at this help article: How do I bulk activate many Rise Vision Media Player devices at once?
Does the Rise Vision Media Player support dual output?
The Rise Vision Media Player supports mirroring the content on two displays.
Does the Rise Vision Media Player support all of the Rise Vision features?
The Rise Vision Media Player supports all features, such as restart, reboot, screen capture, and display control via CEC (display control is supported on Rise Vision Media Players with the firmware version DN74-JHS558-R-FOR_CAIR-20230822 and above).
Does the Rise Vision Media Player support Power-over-Ethernet?
PoE is not natively supported, but can be used with a PoE splitter like this one from Amazon.
What operating system does the Rise Vision Media Player run?
The Rise Vision Media Player runs Android 11.
Avocor R Series Hardware
What’s included in the box with the Avocor R Series?
The Avocor R Series box includes:
- 1x wall mount
- 1x tabletop stand
- 1x remote control & batteries
- 1x AC power cord (2pin, 1.5m)
- 1x quick start guide
Does the Avocor R Series Hardware as a Service support portrait and landscape?
The Avocor R Series Hardware as a Service only supports landscape orientation.
What operating system does the Avocor R Series run?
The Avocor R Series runs Android 11.
Does the Avocor R Series Hardware as a Service support all of the Rise Vision features?
The Avocor R Series Hardware as a Service supports all features, such as restart, reboot, screen capture, and display control via CEC.