Support
Contact Support
High Criteria provides support for Liberty Recording products based on the support level included with your purchase or active support agreement. Please refer to your license agreement or support plan for details about your coverage.
For non-urgent support requests, please email: support@libertyrecording.com
To help us respond as quickly as possible, please include:
- The Liberty product you are using
- A clear description of the issue
- Any error messages you received
- Relevant screenshots, logs, or diagnostic details
- Your organization name and contact information
We make every effort to respond to support emails within one business day.
Telephone support may be available for urgent matters, depending on your support plan. If your organization has telephone support coverage, please contact us by phone using the information on our contact page.
For security reasons, lost license key requests must be submitted by email. License key information will not be provided over the phone.
Authorized Technical Support
Dealers are responsible for providing first-level technical support to their customers, including basic installation assistance, system setup, training, and general troubleshooting.
Second-level technical support is provided by High Criteria Inc. to assist authorized Liberty dealers with advanced troubleshooting and product-related issues that cannot be resolved through normal first-level dealer support.
Second-level support is available only for customer installations that are covered by an active Software Annual Support (SAS) plan on a per-room basis.
Second-level support may include:
- Assistance with software installation and configuration
- Troubleshooting Liberty recording software functionality
- Diagnosing software-related errors or unexpected behavior
- Guidance on system configuration requirements
- Assistance with software updates and upgrades
- Support for integration-related questions involving Liberty software
Second-level support does not include:
- On-site technical service
- Hardware installation or troubleshooting
- Network configuration or administration
- Operating system troubleshooting
- Training for end users
- Support provided directly to end users unless otherwise authorized
All support requests must be initiated by an authorized Liberty dealer. End users should contact their dealer directly for first-level support. High Criteria Inc. reserves the right to determine whether an issue qualifies for second-level support.
Support for Windows
High Criteria develops and supports Liberty Court Recorder for Windows-based courtroom recording, hearing room recording, interview recording, and public meeting recording environments.
For the current release of Liberty Court Recorder, High Criteria provides software updates and support for a minimum of five years from the release date.
During the first year after purchase, updates and support are included at no additional cost. Customers may also purchase extended support for additional years. Once the extended support period ends, continued support for that version is not guaranteed.
High Criteria may also release software updates as needed to maintain product reliability, improve functionality, address compatibility issues, or support changes in Windows and related technologies.
Manufacturer's Warranties
Some hardware devices sold with Liberty Recording systems are covered by manufacturer warranties. Warranty terms vary by product and manufacturer.
Examples may include foot pedals, headset devices, microphone accessories, and telephone recording adapters. Warranty coverage typically applies to manufacturing defects and does not cover damage caused by accident, misuse, abuse, improper installation, or shipping costs.
Please contact High Criteria for current warranty details on specific hardware products.