Frequently Asked Questions - Support
If you need technical support for an Adder product, you can request help by submitting a support ticket via the Product Support request form.
You’ll be asked to provide your name and contact details, as well as specific information about your product (such as the product name/model, serial number, and firmware version if known) and a brief description of the issue you’re facing.
Before submitting a support request, please check the Adder Knowledge Base for articles which may help resolve your issue.
Adder’s standard product support is handled during regular local business hours. For customers with ADDERLink® INFINITY systems, our AIMAssist package provides enhanced, global 24/7 technical support.
Additionally, for non-ADDERLink INFINITY products we offer 24/7 support as part of the Elite Service option.
Contact us to learn more about our different support packages or see the relevant FAQs on this page.
Adder offers a range of support packages to suit different needs:
- Standard Support: Included with all products, available during local business hours.
- AIMCare: Extended hardware coverage and fast replacement service for ADDERLink® INFINITY Manager (ASP-001) units.
- AIMAssist: 24/7 global technical support and priority assistance for ADDERLink® INFINITY installations.
- Elite Service: 24/7 premium support and advanced hardware replacement for non-ADDERLink® INFINITY Adder products.
For full details or to arrange a support package, contact Adder’s Professional Services team.
AIMCare is an extended support and hardware coverage service for ADDERLink® INFINITY Manager (AIM) servers. It provides up to five years of coverage for your AIM hardware (applicable to the ASP-001 model of the AIM server).
The key benefit of AIMCare is an advanced hardware replacement guarantee: if your AIM unit encounters a hardware issue that cannot be resolved remotely, Adder will ensure a replacement unit is shipped to you within one business day. This expedited replacement service, complete with license transfer, minimizes downtime in mission-critical environments.
Learn more about AIMCare.
AIMAssist is a premium support service designed for users of ADDERLink® INFINITY systems who need enhanced technical support and proactive assistance. AIMAssist provides global 24/7 telephone technical support for ADDERLink INFINITY installations.
Subscribers to AIMAssist receive several advantages beyond standard support: around-the-clock access to Adder’s technical engineers, higher prioritization in the support call queue (meaning faster response/resolution times), regular scheduled remote check-in sessions to ensure your INFINITY setup is running smoothly and reduced-rate on-site support if an in-person visit is required.
Elite Service is Adder’s top-tier support package for non-ADDERLink® INFINITY products. It provides true 24/7 global support for customers who require the highest level of responsiveness and minimal downtime. With Elite Service, you have round-the-clock access to Adder’s technical support engineers and an advanced hardware replacement scheme applicable to your Adder KVM devices.
This service includes priority handling of your support requests and a guaranteed engineer call-back time of four hours or less outside of normal business hours. In addition, if a hardware issue cannot be resolved immediately, Elite Service guarantees that a replacement product will be shipped out to you within one business day to swap for the affected unit.
Adder maintains a Knowledge Base that contains a wealth of support articles, how-to guides, troubleshooting tips, and product manuals.
The knowledge base is regularly updated with common questions and solutions, making it easy to find answers to most product-related queries.
If you cannot find a specific answer in the support articles, you can always contact Adder’s support team for further help.
Each product page on the Adder site has the latest firmware files (along with other resources) for that product.
Simply navigate to the product’s page, scroll to Product Downloads, and click on the firmware link – you may be prompted to fill out a brief form, after which the firmware update will download.
Product datasheets are available on the specific product pages of Adder’s website.
To access a datasheet, go to the relevant Adder product page and look for the Datasheet download in the Product Downloads section. (If no datasheet is listed under a product’s downloads, it means that one is not available for that product).
Adder offers a comprehensive training program through its Professional Services team to help your staff become proficient with Adder’s KVM solutions. The training follows a “train the trainer” approach – Adder’s experts will train key members of your team, ensuring that knowledge can be passed along to others internally, which saves time and costs on future training.
Training sessions can be conducted on-site at your facilities or at one of Adder’s dedicated training centers, according to your preference. To arrange a training session for your team, contact Adder’s Professional Services team by filling out the inquiry form on the Professional Services page.
Yes – all Adder hardware products include a two-year standard ‘Return to Base’ (RTB) warranty from the date of purchase. This means any manufacturing defects or failures that occur within the first two years are covered under warranty.
Furthermore, Adder offers an Enhanced Warranty program if you wish to extend your coverage. With an enhanced warranty (purchased separately), you can extend the warranty up to a total of five years for your product.
The enhanced warranty not only lengthens the coverage period but also guarantees an expedited repair service – for example, under the enhanced plan, a faulty product that you send back to Adder will be tested and repaired within five working days of receipt. This helps ensure minimal downtime for your equipment. (Always check the specific warranty terms provided with your product).