After-Sales Support

We’re here
after the
sale.

Leo Technical Support Engineer

Available · Dubai HQ

Phone +971 4 346 3342 WhatsApp Start a Chat Email Open a Ticket

The sale is not the end of our relationship — it’s the start. Technical help, warranty, repairs, training: every MediaCast customer has a real specialist behind them, reachable by phone.

Technical Support

Certified specialists on Blackmagic Design, Universal Audio, Vizrt and 30+ brands. Real answers by phone, WhatsApp or email.

Warranty & Repair

Authorised service for major brands. We manage the whole process — you deal with us, not a foreign support portal.

Training & Certification

DaVinci Resolve, NDI, Universal Audio and more. Hands-on at MCX. Free for customers, structured for resellers.

Reseller Support

Dedicated channel programme. Co-marketing, leads, training and technical backup for 100+ partners across 20+ countries.

Response Times

You’ll hear back.
Quickly.

These are our actual response windows — not aspirational targets. Contact us during business hours and this is what to expect.

Issue Type

First Response

Resolution Target

Escalation

Channel

Technical query — product operation

Same day

Within 24 hours

Brand support if needed

Phone · WhatsApp · Email

Software / firmware issue

2–4 hours

24–48 hours

Manufacturer engineering

Email · Remote session

Warranty claim — hardware fault

Within 24 hours

5–10 business days

Authorised service center

Email · In-person at MCX

Out-of-warranty repair

1–2 business days

Quote within 3 days

Managed by MediaCast

Email · Phone

Broadcast-critical system down

Immediate

Best-effort same day

Senior engineer direct

Phone only

Training request

Within 48 hours

Scheduled within 2 weeks

—

Email · MCX booking

Fast track (<4 hours)

Standard (24–48 hours)

Emergency — call direct

Business hours: Mon–Fri, 9am–6pm GST

Warranty & Repair

We manage the
whole process.
Not just the first step.

When something breaks, most distributors point you at the manufacturer and step back. We don’t. MediaCast manages from initial diagnosis through to return — authorised service with our key brands means you’re never passed to a stranger.

Bring it to MCX in Dubai or ship it to us. We assess, quote if out of warranty, and handle the rest.

Log a Repair Request Bring It to MCX

The Repair Process

Contact Leo

Phone, WhatsApp or email. Describe the fault — we’ll confirm immediately whether it’s a warranty claim, a simple fix or a physical repair.

Bring It In or Ship It

Drop off at MCX Dubai or ship to our warehouse. We confirm receipt and begin assessment within one business day.

Assessment & Quote

In-warranty: no charge. Out-of-warranty: clear quote before any work begins. No surprises.

Repair & Return

Completed by authorised engineers. Returned tested and documented with a service report.

Authorised

Blackmagic Design

Full warranty and repair on cameras, switchers, converters, DaVinci panels and all BMD hardware.

Authorised

Universal Audio

Apollo interfaces, UAD hardware, Luna peripherals and all UA-branded audio equipment.

Authorised

Vizrt

Broadcast graphics systems, TriCaster and NDI hardware across MENA & Türkiye.

Authorised

30+ Portfolio Brands

MediaCast is an authorised service center for the majority of brands we carry — warranty and repair handled directly by our certified team, not passed to a foreign portal.

Training & Certification

Know the gear.
Use it properly.

Every major brand in our portfolio comes with training built around it. Certified specialists run workshops at MCX — hands-on, practical sessions for working professionals.

Free for end customers. Structured programmes for reseller sales teams. Sessions run at MCX or at your facility for group bookings.

Book a Training Session Visit MCX

DaVinci Resolve — Colour & Edit

From fundamentals to advanced node-based colour. Full-day and half-day formats.

Certified

Universal Audio — Studio Setup

Apollo interface configuration, UAD plug-in workflows, Luna recording setup.

Certified

NDI & IP Video Networking

BirdDog, Netgear AV, VLAN configuration and full IP production workflow design.

Workshop

Blackmagic Camera & ATEM

URSA, Pyxis, Cinema Camera operation plus live production with ATEM switchers.

Free

Reseller Sales Training

Product knowledge and positioning workshops for reseller teams. Run quarterly across MENA & Türkiye.

Channel

About you

First name

Last name

Email address

Phone / WhatsApp

Company

Country

Your issue

Brand & Product

Serial / Model (optional)

Firmware / Software version

Operating system / Platform

Describe the issue

Warranty & repair details

Brand & Product

Serial number

Purchase date

Invoice / Order number

Purchased from

Fault type

Describe the fault

Training request

Training topic

Preferred format

Number of attendees

Preferred date

Preferred location

Additional notes

Your message

Subject

Message

Responded within 4 business hours, Mon–Fri.

Request sent.

Leo’s team will be in touch within 4 business hours.

WhatsApp us for something urgent

Your Support Contact

Leo

Technical Support Engineer

+971 4 346 3342
support@mediacastsys.com

WhatsApp Leo+971 50 977 5867

Bring it inMCX — MediaCast Experience Center, Barsha Heights, Dubai

Response CommitmentAll requests within 4 business hours. Broadcast emergencies: call direct, we pick up.

Business Hours

Monday – Friday
9:00 am – 6:00 pm GST

Dubai HQ · Barsha Heights

Reseller & Channel Support

We support the partners
who support your customers.

Technical Backup

Your customers ask hard questions. Leo’s team is behind you — pre-sale configuration advice, post-sale troubleshooting, escalation to manufacturers. You’re not selling alone.

Get partner support →

Partner Training

Regular product knowledge sessions. Your sales team learns the portfolio, the positioning, the workflows — so they can recommend confidently. Run quarterly at MCX.

Request training →

Become a Reseller

Authorised locations in 20+ countries. If you’re selling professional AV in MENA or Türkiye and want the strongest portfolio in the market behind you — talk to us.

Apply to join →

< 4Hour Response Time

30+Brands Supported

25+Years Supporting Customers

50+Specialists on Team

Something’s not working?
We’ll fix it.

Call Leo directly, send a WhatsApp, or fill in the form above. Support is not a separate department here — it’s the same team that sold you the gear. They know it.

Call +971 4 346 3342 WhatsApp

Send a Support Request Visit MCX

Begin the Conversation

Start wherever it feels easiest. Visit us, message us, call us or send the details through. We will guide you to the right person and the right next step.