Huddly Support Process - who to raise a ticket with

Huddly Support Process – who to raise a ticket with

Always follow the point of purchase when you need to get assistance.

The Distributor from whom you purchased the camera is Level 1 Support and should be contacted first. Resellers/Integrators will need to raise a ticket with their distributors on behalf of an end customer. If Distributors are not able to resolve the issue they can raise a ticket via our support portal on behalf of the customer. Our support team, Support level 2 will triage the case and if required escalate technical issues to Level 3 Support together with the end customer. If the camera is purchased from one of our partners, please raise a ticket with them first and they will escalate the case to us if necessary.

What we need before we can escalate your case

Why we ask for a serial number

The serial number identifies the exact camera, its firmware baseline, its warranty status and its production batch. Without it we can’t verify warranty and we can’t connect your case to known issues affecting that hardware revision.

What is required before a case can be escalated

Cases are escalated when necessary to Huddly Level 3 Support (Product and Engineering) only when they include the serial number, the firmware version and camera logs captured. This is not an administrative preference. Without this information Level 2 is not able to replicate the issue and our technical team can’t establish a root cause.

Your case will still receive a response from our support team without this information and it can be added at any time by replying to email receipt you get from raising the ticket in the portal (select Technical Support). You can write TBC in the required Serial Number field in order to sumbit the case. The case can’t be escalated to technical teams until it is supplied.

For live installations

Please gather the serial number, firmware version, logs and a description of the room topology (pictures of setup and if possible a meeting recording) before contacting us. On site, this is the single largest factor in how quickly the issue is resolved.

For RMA cases

The above information is required as well as any troubleshooting steps already taken.

In general, please share any additional information that will aid in issue replication and triage.

Troubleshooting steps already taken:
- Power cycled the unit. Tested by swapping with a known working camera. Tested with different cablesTested with a different computer, port or device. Tested with a known-working power supply. Tested with hubs or extenders. Tested using a direct connection (bypassing any hubs/docks/extenders). Checked the camera is on the latest software