Get personalized help with your equipment, maintenance, and printing workflow. DTGPRO Remote Support & Training packages are available to customers who purchased equipment from us and need additional assistance beyond their included onboarding or support. Whether you need refresher training, help troubleshooting an issue, guidance on routine maintenance, or training for a new operator, our team can help you work through your questions.
Support is available for eligible DTF, DTG, UV, UVDTF, and White Toner Transfer printers, as well as related heating and curing equipment purchased from DTGPRO. Assistance with compatible software is limited to the applications and functions our team supports; some issues may require assistance from the software provider.
Support packages are separate from your equipment warranty. They do not extend warranty coverage or include replacement parts, repair labor, or on-site service. You do not need to purchase a support package to submit a warranty claim or receive assistance included under your applicable warranty. If you are unsure whether your request is covered, contact us before purchasing.
Choose Your Remote Support Package
1 Hour of Remote Support & Training
Ideal for a specific question, focused troubleshooting, a maintenance walkthrough, or a refresher on equipment operation.
- 1 hour total of personalized phone or virtual support.
- Bookable in 30-minute sessions, up to 2 sessions total.
- Valid for 1 month from the date of purchase.
3 Hours of Remote Support & Training
A flexible option for more detailed troubleshooting, operator retraining, or working through several equipment and workflow questions.
- 3 hours total of personalized phone or virtual support.
- Bookable in 30-minute sessions, up to 6 sessions total.
- Valid for 1 month from the date of purchase.
1 Month of Remote Support & Training
Ideal for customers who want ongoing email assistance plus scheduled sessions over a month of learning, troubleshooting, or refining their workflow.
- Unlimited email support for 1 month for eligible equipment and support topics.
- 4 hours total of personalized phone or virtual support during that month.
- Live support is bookable in 30-minute sessions, up to 8 sessions total.
- Valid for 1 month from the date of purchase.
3 Months of Remote Support & Training
Ideal for customers who want access to guidance over a longer period, with email assistance and scheduled sessions as questions arise.
- Unlimited email support for 3 months for eligible equipment and support topics.
- 6 hours total of personalized phone or virtual support across the entire 3-month period.
- Live support is bookable in 30-minute sessions, up to 12 sessions total.
- Valid for 3 months from the date of purchase.
How Remote Support Works
- Select your package. Choose the amount of assistance that fits your needs. If you are unsure, contact us before purchasing.
- Share your equipment details and questions. Provide your model, order information, a description of the issue, and any relevant photos, videos, or error messages.
- Schedule your session. Phone and virtual sessions require an appointment and are subject to staff availability.
- Be ready to participate. Have access to your equipment, a reliable internet connection for virtual sessions, and any materials requested by the support team. You will perform any physical troubleshooting or maintenance steps with our guidance.
Important Package Information
- Package validity begins on the purchase date, not the date of your first session. Sessions must be scheduled and completed before the package expires.
- Unused support time expires at the end of the package period and does not roll over.
- Unlimited email support applies only to the 1-month and 3-month packages. It does not include unlimited phone or virtual sessions, immediate responses, or 24/7 availability.
- Support packages are non-refundable.
- Replacement parts, consumables, shipping, and repair services are not included. Any separately chargeable products or services will be discussed with you before proceeding.
Service Expectations: Our team provides guidance based on the information you supply and the equipment conditions that can be assessed remotely. Purchasing support reserves assistance time; it does not guarantee that an issue can be resolved remotely or within the selected package. Some issues may require replacement parts, additional service, or assistance from the equipment or software manufacturer. Specific repair results, print results, production levels, or business outcomes are not guaranteed.
Support services are subject to the applicable DTGPRO Terms & Conditions.
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