Technical Support Policy and Procedures

Tech support calls are limited to one 15-minute call per day or a limit of 3 calls totaling 15 minutes. If any additional calls are needed they must be approved by a customer support manager.

In order to receive customer support, customer must have immediate access to the computer which has the issue and which has the Fretlight software installed. They must also have the Fretlight hardware at issue in front of them and they must have a working internet connection.

Customers must have fully updated software on their computers before attempting to contact Optek. This includes their operating system and any updates, patches, or service packs, any security software updates, the latest Internet browser version, email program, USB driver updates, video card driver updates, sound card updates, etc. Please see (link) for current OS requirements.

Customers must download the latest version of Fretlight software from www.fretlight.com to insure they have the latest version. Please uninstall any previous version prior to installing the latest version. .

Customers must attempt to resolve their Fretlight software issue by using our online knowledge base (www.fretlight.com/kb first before attempting to contact Optek.

Customers will only receive support for operating systems that are approved for use with the Fretlight software, i.e., we do not support Linux.

Optek customer service cannot accept calls or assist with issues pertaining to non-Optek software or hardware. Customers must contact the non-Optek company for support.

Customer support will not be offered for Fretlight software or hardware that has been altered from its original condition. This includes customer created files such as user created M-Player songs for use with Fretlight software and customer installed hardware such as a third-party pickups, after-market bridges, etc.

Customers can only receive customer support to resolve issues that directly affect the normal operation of Fretlight hardware and software.

Callbacks must be taken with the original customer support agent, if available. If original customer support agent is not available then the answering customer support agent may take the call but customers are on notice that their particular issue may not be able to be resolved. This is to insure the most streamlined and efficient support.

It is suggested that customers with limited computer knowledge get help from a friend or an online tutorial regarding the basic functionality of their computers before calling Optek for software support.

Customers should be aware that many basic functions or actions needed to install and use Fretlight software are explained on many sites with simple step by step instructions (e.g., how to unzip a zip file, how to drag and drop from a disc to the desktop, how to adjust the sound volume, how to open and save an email attachment, how to navigate folders and files, etc.) and a basic internet search will be able to provide these sites to them. Please note that Optek is not responsible for any outside website's contents, instructions, recommendations, context or correctness.

Current OS levels:

      WIN XP - service pack 3 must be installed
      Vista - service pack 2 must be installed
      Win 7 - most recent update
      Mac OS 10.x.x - most recent update