Support and Service Escalation

WEDOOH provides remote technical support for the SPTV workout player and DSP Pro reception player used in Studio Pilates studios. Our support team is based in Sydney, Australia, and operates during Australian business hours.

WEDOOH Support Hours

Monday to Friday, 9:00 AM – 5:00 PM (Sydney time, AEST/AEDT), excluding NSW public holidays.

Support requests can be submitted at any time. Our team monitors incoming requests outside normal business hours where possible; however, responses, troubleshooting and immediate assistance are not guaranteed outside our published support hours.

Support Options

For technical assistance or to report an issue, please use one of the following channels:

  1. Email: support@wedooh.com.au (preferred)
  2. Online Support: Submit a request through our ticketing system.
  3. Knowledge Base: Refer to our online troubleshooting guides and FAQs for common issues.

Please direct support requests through these official channels rather than contacting individual technicians. This ensures issues are properly recorded, tracked and escalated where necessary.

What WEDOOH Supports

WEDOOH provides remote technical support for:

  • SPTV workout player operation and scheduled workout playback.
  • DSP Pro reception player operation and media playback.
  • Remote diagnostics, investigation and troubleshooting of WEDOOH-supplied players.
  • General troubleshooting guidance through our online Knowledge Base.

Our Knowledge Base provides troubleshooting procedures that studio staff can follow to help identify and potentially resolve common issues.

If these steps do not resolve the issue, please contact our support team with details of the problem and any troubleshooting already performed.

Studio AV Equipment Support

The SPTV and DSP Pro players connect to the studio's wider AV system, which may include TVs, HDMI splitters, transmitters, receivers, amplifiers, speakers and cabling.

An issue appearing on a TV or through the studio's audio system does not necessarily indicate a fault with the SPTV or DSP Pro player.

Further investigation may be required to determine whether the issue originates from the player or connected AV equipment.

Studios Outside Australia and New Zealand

WEDOOH provides remote technical support for WEDOOH-supplied players.

Where appropriate, we may provide general troubleshooting guidance to help identify issues involving connected AV equipment. However, diagnosis, servicing and repair of third-party AV equipment remain the responsibility of the studio and its appointed local AV service provider.

WEDOOH does not provide onsite AV servicing or arrange local AV technicians for studios outside Australia and New Zealand.

Studios in Australia and New Zealand

WEDOOH provides remote technical support for WEDOOH-supplied players and may assist with coordinating an AV service provider when onsite technical assistance is required.

Onsite service is subject to prior authorisation, technician availability and applicable service charges.

Troubleshooting and Equipment Restarts

Please follow the recommended troubleshooting procedures provided in our Knowledge Base.

Avoid repeatedly restarting equipment or disconnecting power, as improper shutdowns may cause software corruption or additional issues.

If the recommended troubleshooting steps do not resolve the problem, contact WEDOOH support before attempting further resets.

Some issues may require additional investigation, remote diagnostics or assistance from the studio's AV service provider before the cause can be identified.

Reporting an Issue

When contacting WEDOOH support, please include:

  • Studio name and location: Identify the affected studio.
  • Issue description: Explain what happened and when it occurred, including the approximate time.
  • Affected equipment: Specify which TVs, screens or equipment were affected.
  • Current status: Confirm whether the issue is ongoing or has since been resolved.
  • Troubleshooting performed: Include any restarts, power disconnections or other troubleshooting steps already attempted.
  • Supporting information: Attach photos or videos of the issue where available.

Providing accurate information helps our team review system logs, investigate the issue and determine the appropriate next steps.

Support Escalation and Onsite Service

WEDOOH will generally undertake remote diagnostics and troubleshooting before determining whether onsite technical assistance is necessary.

Additional information or investigation may be required to identify the cause, particularly where third-party AV equipment is involved.

Where onsite service is available and required, WEDOOH will confirm the scope of work, obtain the necessary authorisation and coordinate technician attendance, subject to availability.

Any required replacement parts, service charges and estimated attendance times will be communicated where applicable.

Please note: Reporting an issue does not automatically require or authorise an onsite service visit. Remote investigation and appropriate troubleshooting must first be undertaken to determine the necessary course of action.