Support

Our new Customer Portal is now live. Please use this portal to log all support cases through the ‘Log an Incident’ feature. This new system is designed to streamline your experience and provide faster, more efficient support.

For detailed guidance, please refer to our video tutorial on updating user details, submitting hardware or software tickets, and viewing your existing tickets.

Please note: Once verified, you will receive a welcome email with your login details for the Customer Portal from [email protected]. Please note this is only valid for 24 hours. If the details have expired, please contact us via [email protected] or +44 (0)203 890 2000 for assistance.

Reveal Support Care Plans 

We understand that body-worn video is an essential piece of technology. As a result, we have built robust support mechanisms to allow all customers to keep their hardware and software performing at their optimum for their maximum lifetime.

Hardware 

Our products are ruggedised and designed for use on the front line. However, there are instances where support and repairs are needed. For this reason, all of our products from 1st February 2025 are sold with Reveal Warranty, a comprehensive manufacturer’s warranty providing cover for 12 months from the date of delivery, including fault and failure cover for: body cameras, camera batteries, in-the-box accessories, docking stations and Smart Gateways.

Reveal Ultimate Care is available after the 12 months warranty period or at a reduced fee for the first year, and for a yearly fee thereafter. Ultimate Care includes the features of our Warranty cover for fault and failure, but also includes cover for operational damage (not including loss or theft).

Existing customers who have not had a care plan from inception of sale may purchase Ultimate Care. Customers who have previously purchased Reveal Care, Care Plus, Total Care or Total Care Plus can also switch to Ultimate Care. Request a Quote 

If you do not have a care plan in place for your hardware, you can use our Pay-as-you-go Repair option.

With our Pay-as-you-go Repairs, you can simply choose to pay for repairs as and when you need them. The fee depends on your camera model.

To report a fault with your device and/or to request a PAYG Repair, please use our Customer Portal. To discuss the best option for your device, contact our Support team on +44 (0) 203 890 2000 or email [email protected].

Software 

From 1st February 2025, DEMS 360 software Support and Maintenance is part of your subscription and includes:

• Telephone and email access to our Helpdesk
• Access to any published knowledge bases
• Access to DEMS 360 updates and patches that address bugs, security, and usability issues
• Access to upgrades and new releases of DEMS 360 containing enhancements and new features.

Support is subject to Reveal Media Master Services Agreement Terms