Introduction

SPTV and DSP PRO systems are commercial platforms used within Studio Pilates locations around the world.

Unlike traditional consumer electronics, these systems consist of hardware, software, configuration, content delivery, and remote management components. As a result, not every issue can immediately be classified as a hardware fault.

This article explains how support, replacement equipment, recommissioning, and warranty assessment are handled when a system becomes unavailable.

What Happens If SPTV Won’t Boot?

If an SPTV or DSP PRO system becomes unavailable, Wedooh will generally attempt to assist with remote diagnosis where possible.

Common causes may include:

  • Hardware failure
  • Software corruption
  • Operating system corruption
  • Storage device issues
  • Power-related events
  • Configuration issues
  • Environmental factors
  • Third-party equipment faults

In many cases, the underlying cause cannot be confirmed until further investigation has been completed.

For this reason, the initial focus is restoring service and identifying the likely cause of the issue. Determining the underlying cause of a fault may require further investigation.

What If The Cause Is Unknown?

Many system outages present similar symptoms.

For example, a system may fail to boot due to:

  • A failed storage device
  • Operating system corruption
  • Power interruption
  • Hardware failure
  • Configuration issues
  • Third-party equipment issues

Until the equipment is inspected, the exact cause may remain unknown.

Where possible, Wedooh will attempt remote recovery procedures before recommending equipment replacement.

What If I Need A Replacement Unit Urgently?

Where a studio requires rapid restoration of service, Wedooh may offer replacement equipment and recommissioning services.

This process may include:

  • Preparation and validation of replacement equipment
  • Software version alignment
  • Platform registration and configuration
  • Asset registration and tracking
  • Dispatch coordination
  • Remote commissioning
  • System testing and validation

Replacement equipment is intended to minimise operational disruption and restore service as quickly as practical.

Replacement equipment may not be identical to the original equipment and may consist of equivalent or newer hardware approved by Wedooh.

Who Arranges The Local Technician?

SPTV and DSP PRO systems are commonly installed within AV racks and integrated with other studio equipment.

For Australia and New Zealand sites, Wedooh may assist with arranging an onsite technician where available and where the work is approved.

For international sites outside Australia and New Zealand, the studio is generally responsible for arranging a suitably qualified local AV, IT, electrical, or service technician at its own cost.

Wedooh may provide reasonable remote assistance and commissioning support to the attending technician where required.

Any onsite labour, travel, freight, accommodation, or third-party technician costs may be chargeable unless otherwise agreed in writing.

Who Commissions The Replacement Equipment?

Where replacement equipment is supplied by Wedooh, Wedooh will generally perform or assist with the remote commissioning of the replacement equipment.

This may include:

  • System configuration
  • Software validation
  • Platform registration
  • Content verification
  • Operational testing

Where required, Wedooh may provide reasonable remote assistance to the attending technician during installation.

What Happens To The Old Equipment?

Where replacement equipment has been supplied, the original equipment may be required to be returned to Wedooh for assessment.

Returned equipment may be:

  • Repaired
  • Refurbished
  • Returned to spare stock
  • Submitted for manufacturer warranty assessment where applicable

The outcome of the assessment depends on the condition of the returned equipment and the nature of the fault.

Failure to return supplied equipment within the requested timeframe may result in replacement charges.

Why Might There Be Charges?

The monthly SPTV and DSP PRO subscription covers:

  • Software licensing
  • Software maintenance
  • Software updates
  • Platform development
  • Content management
  • Remote support for Wedooh supplied software and platform services

The subscription does not include:

  • Hardware maintenance contracts
  • Onsite labour
  • Local technician attendance
  • Freight and logistics services
  • Replacement equipment fulfilment
  • Electrical services
  • Third-party equipment maintenance

Where replacement equipment and recommissioning services are provided, charges may apply for activities such as:

  • Equipment preparation and validation
  • Inventory management
  • Dispatch and logistics
  • Platform configuration
  • Remote commissioning
  • Asset registration and administration

These services are separate from any manufacturer warranty assessment process.

Warranty Assessment

Where a manufacturer defect is suspected, returned equipment may be submitted for manufacturer warranty assessment where applicable.

Manufacturer warranties generally cover defects in materials and workmanship but typically do not cover:

  • Physical damage
  • Power-related damage
  • Environmental damage
  • Incorrect installation
  • User-caused damage
  • Software corruption
  • Operating system corruption
  • Third-party modifications
  • Unauthorised repairs

Please refer to the Understanding Commercial Warranty article for further information regarding warranty coverage and exclusions.

Third-Party Equipment and Site Conditions

SPTV and DSP PRO systems operate within a broader studio environment that may include:

  • Third-party AV equipment
  • HDMI transmitters and receivers
  • HDMI splitters
  • Audio equipment
  • Network infrastructure
  • Power systems
  • Internet services
  • Contractor-installed components

Wedooh cannot be responsible for faults, damage, downtime, configuration issues, or operational impacts caused by:

  • Third-party AV equipment
  • Site power issues
  • Internet service interruptions
  • Contractor activities
  • Electrical faults
  • Environmental conditions
  • Unauthorised modifications
  • Actions taken by franchisees, contractors, landlords, service providers, or other third parties outside Wedooh’s control

Summary

Wedooh’s priority is restoring studio operation as quickly as practical while ensuring systems remain properly configured and supported.

Where replacement equipment is required, Wedooh may assist with preparation, deployment, recommissioning, and remote support. Studios remain responsible for any required onsite services, unless otherwise agreed in writing.

Manufacturer warranty assessment, replacement equipment fulfilment, onsite services, and recommissioning are separate processes and may involve different parties, responsibilities, and charges depending on the circumstances.