Dolphin Technical Support - What We Support
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Dolphin Technical Support - What We Support

Eligibility

Dolphin provides technical support for customers who purchased their Dolphin product directly from Dolphin in the UK, USA or Sweden. Customers who purchased from a Dolphin Dealer should contact their dealer for support.

Dolphin provides technical support for the following products

  • GuideConnect
  • SuperNova
  • Dolphin ScreenReader
  • EasyReader Education Plan
  • EasyConverter Express (email only) 
  • Publisher (email only) 

Support for GuideConnect 

When you purchase GuideConnect it includes a 12-month Upgrade Agreement

This entitles you to:

  • Regular updates containing new features and improvements.
  • Essential fixes to ensure GuideConnect stays up to date with any new Microsoft changes.
  • Telephone, Remote, Email and live chat product support for customers based in the UK.

Read more about the GuideConnect Upgrade Agreement to find out how it benefits you.

Your Upgrade Agreement expires after 12 months, but you can purchase additional Upgrade Agreements to cover you for up to five years.
Call Dolphin or contact your Dolphin Dealer to renew your Upgrade Agreement at any time.

Without an active Upgrade Agreement or the latest version of GuideConnect, we only provide technical support via our online resources or via email and live chat.

When contacting technical support we aim to provide a first response within two working days.

Technical support for GuideConnect does not extend to the following - please contact the appropriate vendor or service provider about:

  • Internet connection problems
  • Data transfer
  • General PC issues or issues with 3rd party applications
  • Routine PC maintenance such as Windows updates
  • Creation and administration of third party accounts such as Gmail or Facebook.*
  • Installation of 3rd party hardware, including printers and scanners not purchased from Dolphin
  • Assistance in finding information online, for example podcast addresses, RSS feed addresses etc.

*The GuideConnect web browser provides users with the capability to create and administrate such accounts independently.

Support for SuperNova and Dolphin ScreenReader

All SuperNova and Dolphin ScreenReader licences purchased directly from Dolphin come with a 12-month Software Maintenance Agreement (SMA).

With each SMA you receive: 

  • All major upgrades for 12 months
  • Telephone, Remote, Email and live chat product support for customers based in the UK
  • Free subscription to EasyReader Premium Personal Plan

SMAs include all major and minor upgrades for the duration of the agreement.

We are unable to provide telephone or remote support for customers that do not have the latest version of SuperNova or Dolphin ScreenReader; or a valid SMA or SUP. 

When contacting technical support we aim to provide a first response within two working days.

Dolphin only offer technical support for installations in remote environments where SuperNova Enterprise has been purchased.

For SuperNova Professional and SuperNova Enterprise, Technical Support may require the creation of a map or a script for your bespoke applications to improve their accessibility.
Read more about Mapping and Scripting Services. 

Support for EasyReader Education Plan

Telephone, email, live chat and remote technical support is included with an EasyReader Premium Education Plan.

When contacting Technical Support, we aim to provide a first response within two working days.

We provide support via our online resources for Dolphin EasyReader App. To help you successfully use EasyReader App, please refer to the Online Help pages and browse the Knowledge Base for answers to any queries you might have.

If your issue is related to a book or newspaper we will share this feedback with the library provider. You may also contact the library provider directly.

Support for Dolphin Publisher

Technical support for Dolphin Publisher is only available in English, and only via email.
Support requests should be made by emailing our dedicated Publisher Support Team.

Support for EasyConverter Express

Technical support for EasyConverter Expresss is only available in English, and only via email.
Support requests should be made by emailing our support team.

Support for 3rd Party Products

Dolphin resells a number of items of third party hardware including Dell, Lenovo, HP desktop computers and laptops, and Index Embossers.

Computers - Hardware

Computers and SuperNova Education Kits sold by Dolphin all come with a manufacturer's warranty. This warranty covers faults with the computer hardware during the period of the warranty.
If you experience a hardware issue during the period of warranty, please contact Dolphin Technical support.
For hardware that is no longer under warranty, we recommend contacting the manufacturer directly, to discuss the repair options available to you.

Computers - Other Software

The computers sold by Dolphin may come with a collection of pre-installed 3rd party software.
Dolphin does not provide support for these products and customers are advised to contact the vendors of such applications for technical support.
Examples of 3rd party software include web browsers and email clients. 

Computers - Operating Systems

Dolphin may be able to offer basic advice for issues with the Windows Operating System on your PC, but we may need to refer you to speak with a Microsoft Technical Support Advisor.
Generally, we recommend speaking with the Microsoft Accessibility Team on 0800 026 0584. They, like the Dolphin Support Team, are trained in the use of assistive technology.
We also advise customers to call this number if they are experiencing issues with any other Microsoft product, for example Microsoft Outlook or Microsoft Word.

Printers and Scanners

Support for printers and scanners sold by Dolphin will be provided for the first 6 months of ownership, after which time Dolphin will refer customers to the hardware manufacturer for support.

Index Embossers

Please contact Dolphin Support only for questions relating to your Index products that were purchased from Dolphin. 
If a hardware issue is identified, the repair under warranty will be undertaken by the UK Master Distributor.

If you have questions about general accessibility issues:

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