World Class Support
You are trying to achieve something that may never have been done before and requires multiple technologies to work together seamlessly. Our experts are here to support you every step of the way to ensure you deliver.
Premium to the Core
When you become part of our ecosystem, you are joining forces with an elite club of experts committed to helping you deliver the best production, live show, broadcast or location-based experience the world has ever seen.
Our support services are unrivalled and our hardware warranty unmatched. We ensure that you receive a support package that is perfectly tailored to your production, your needs and your industry.
Discover our support packages
A Unique Approach
Versatile Teams
We blend support specialists with developers and tech solutions with creative technologists all connected into our core hardware and software teams to deliver trusted support throughout.
Industry Specific
We guarantee that whatever groundbreaking production in whatever industry you are delivering, you will have the right, tailored support package to make it work.
Global Network
Our global network of world class talent means you’re covered 24/7, no matter where in the world your production or experience is situated.
End-to-end Support
Core Support
All Disguise customers enjoy access to our dedicated global support team, ready to assist with both hardware and software inquiries.
Our team are available Monday to Friday, 24 hours a day, for general support via email.
For urgent issues impacting an active show, we provide 24/7 coverage to ensure you’re always supported when it matters most.
Enhanced Support
For customers who need priority access and round-the-clock coverage, our Enhanced Support package delivers peace of mind and premium service – whenever and wherever you need it.
Enjoy 365/24/7 access to our expert Support team via phone, email, or Slack, with dedicated SLAs to ensure rapid response times for critical issues.
Enhanced Support also includes 15 flexible onsite support days each year – perfect for troubleshooting, training, maintenance, or hands-on assistance – plus annual licenses for Designer Pro and Disguise Cloud to keep your workflow running at its best.
With Enhanced Support, we’ve got you covered every step of the way.
Tailored Support
Our Additional Support Services let you tailor your experience so it perfectly fits your production, workflow, and team.
From dedicated Slack channels for hands-on assistance with upcoming shows and events, to onsite technical support or third-party hardware integrations, our Additional Support Services ensure you have the right level of support exactly where you need it.
With Disguise, you’re always covered.
Warranties
We understand the challenges of delivering the world’s most technically ambitious shows - and we’re here to make sure you’re fully supported when the unexpected happens.
Extend your standard hardware warranty for continued protection and enjoy loan units to keep your projects running smoothly if your server ever requires repair or servicing.
For the ultimate peace of mind, our Onsite System Swap Promise ensures that if an issue arises, we’ll send a replacement server directly to your location and integrate it into your setup before we leave site — minimising downtime and keeping your show on track.
Learn more about hardware warranties
Working with the World’s Best
The Sphere x U2
We marked 18 years partnering with U2 by powering the band’s iconic residency at Las Vegas’ world-famous Sphere. Designer software and a 23-strong fleet of Disguise gx3 media servers enabled an epic world-first by driving the 16k wraparound video content live into the 360° arena. U2 called on screens producers at Fuse Technical Group and content agency Treatment Studio to deliver jaw-dropping immersive visuals, which were rendered live into the spherical arena’s 18,600-seat auditorium through a 16K x 16K resolution wraparound interior LED screen.
Pier59 Studios
As the largest virtual production stage in New York City, this impressive state-of-the-art space hosts shoots for commercials, films, and still-image advertising. Powered by disguise vx 4+ and rx II servers, the studio offers the latest in cinematic and television production technology.
Eurovision
The Eurovision Song Contest was hosted in the United Kingdom on behalf of 2022 winner Ukraine. A spectacular stage with LED displays, light, sound and FX gave the ultimate in live experience.
Building on its first official partnership with the ESC in Tel Aviv, 2019, this year saw Disguise drive the ESC stage, featuring LED screens on the wall, floor, sides and ceiling, with added projection for a few of the delegation specials.
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