Authorized Technical Support
High Criteria Inc. provides technical support for Liberty products through its network of authorized Liberty resellers. Under this support model, authorized resellers provide first-level support directly to their customers, with High Criteria Inc. providing second-level product support to the reseller when an issue cannot reasonably be resolved through normal first-level troubleshooting.
First-Level Support (Liberty Resellers)
Authorized Liberty resellers are responsible for providing first-level technical support to their customers and serve as the customer's primary point of contact for technical assistance.
First-level support includes initial installation and system setup, end-user training, routine configuration assistance, general troubleshooting, issue isolation, and the collection of relevant technical information before an issue is escalated to High Criteria Inc.
First-level support may include:
- Installation and initial setup of Liberty software
- Basic software configuration using documented settings and procedures
- Configuration of recording profiles, audio and video sources, storage locations, and other normal application settings
- Verification that the customer's computer, operating system, hardware, and network environment meet applicable Liberty system requirements
- Basic troubleshooting of recording, playback, audio, video, storage, and normal application operation
- Verification that required hardware, audio devices, cameras, network resources, and storage locations are available and functioning
- Identification and correction of hardware, operating system, network, permissions, or environmental issues that are outside the Liberty software itself
- Assistance with routine software updates and upgrades
- End-user training and instruction regarding normal product operation
- Review of applicable Liberty documentation, release notes, and known configuration requirements
- Reproducing reported problems and identifying the circumstances under which they occur
- Gathering relevant diagnostic information, including software versions, system configuration, error messages, logs, screenshots, and steps required to reproduce the issue
- Serving as the primary point of communication with the end user throughout the support process
First-level support does not require the reseller to diagnose or correct Liberty software defects, modify Liberty software, or perform advanced product-level troubleshooting that reasonably requires assistance from High Criteria Inc.
Issues should be escalated to High Criteria Inc. when reasonable first-level troubleshooting has been completed and the issue appears to involve Liberty software functionality, an unexplained software error, unexpected application behavior, or a product configuration or integration question requiring additional assistance.
When escalating an issue, the reseller should provide sufficient information for High Criteria Inc. to begin troubleshooting. This may include:
- Customer and installation location
- Affected courtroom, room, workstation, or system
- Liberty product and software version
- Relevant computer, operating system, hardware, and network information
- Description of the reported problem
- Expected behavior
- Steps required to reproduce the issue
- Troubleshooting already performed
- Relevant logs, error messages, screenshots, or other diagnostic information
- Any recent changes to the system or operating environment
Submission of an issue to High Criteria Inc. does not, by itself, constitute first-level troubleshooting.
Second-Level Support (High Criteria Inc.)
High Criteria Inc. provides second-level technical support to authorized Liberty resellers for advanced troubleshooting and product-related issues that cannot reasonably be resolved through normal first-level reseller support.
Second-level support is available only for customer installations covered by an active Software Annual Support (SAS) plan on a per-room basis.
Second-level support may include:
- Assistance with Liberty software installation and advanced configuration
- Troubleshooting Liberty recording software functionality
- Diagnosing software-related errors or unexpected application behavior
- Analysis of Liberty application logs and diagnostic information
- Guidance regarding Liberty system configuration requirements
- Assistance with Liberty software updates and upgrades
- Support for integration-related questions involving Liberty software
- Investigation of suspected Liberty software defects
- Escalation of confirmed or suspected product issues to High Criteria development personnel when appropriate
Second-level support does not include:
- On-site technical service
- Software, hardware, or network installation
- Basic configuration, troubleshooting, or administration
- General operating system troubleshooting
- Resolution of security controls and access rights
- Troubleshooting of third-party hardware, software, or infrastructure except as necessary to determine its interaction with Liberty software
- Routine system administration or maintenance
- Support provided directly to end users unless specifically authorized by High Criteria Inc.
All second-level support requests must be initiated by an authorized Liberty reseller. End users should contact their reseller directly for
first-level technical support.
High Criteria Inc. may request that additional first-level troubleshooting or diagnostic information be provided before proceeding with second-level support and reserves the right to determine whether an issue qualifies for second-level technical 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.
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 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.
Support and Software Assurance Subscription (SAS) Policy
Updated: August 2026
The High Criteria Inc. Support and Software Assurance Subscription (SAS) is an annual service available for eligible Liberty software products. An active SAS subscription provides access to applicable software fixes, updates, upgrades, and new releases made available during the subscription period, as well as eligibility for second-level technical support from High Criteria Inc.
Liberty products eligible for SAS coverage may include Liberty Court Recorder, Liberty Meeting Recorder, Liberty Interview Recorder, and associated Liberty software products and supporting applications.
Unless otherwise provided under a separate written agreement signed by High Criteria Inc., the following terms and conditions apply to support services and software fixes, updates, upgrades, and new releases provided under SAS.
High Criteria Inc. maintains a separate Warranty and Returns Policy applicable to hardware and equipment sold by High Criteria for use with Liberty products. Please contact your authorized Liberty reseller or High Criteria sales representative for additional information regarding hardware warranty and return terms.
SAS Availability and Coverage
SAS is offered as an annually purchased service and applies to the specific Liberty software licenses, systems, or rooms for which SAS coverage has been purchased.
While covered by an active SAS subscription, customers are entitled to receive applicable software fixes, maintenance releases, updates, upgrades, and new versions of the covered Liberty software that High Criteria Inc. makes generally available during the subscription period, at no additional software license cost.
An active SAS subscription also provides eligibility for second-level technical support from High Criteria Inc. Second-level support is normally provided to the customer through their authorized Liberty reseller, who serves as the customer's primary point of contact and provides first-level technical support.
Customers requiring technical assistance should contact their authorized Liberty reseller first.
Technical Support Provided Under SAS
SAS provides access to second-level technical support for covered Liberty software products when an issue cannot reasonably be resolved through normal first-level reseller support.
High Criteria Inc. may request assistance from the authorized Liberty reseller or the customer's IT personnel when troubleshooting requires information about the customer's operating environment. This may include system information, diagnostic reports, application logs, network information, screenshots, traces, or other information reasonably necessary to investigate the reported issue.
The customer's authorized Liberty reseller remains responsible for first-level technical support and for coordinating communication with the end user unless direct support from High Criteria Inc. has been specifically authorized.
High Criteria Inc. reserves the right to determine whether a reported issue falls within the scope of SAS and second-level technical support.