Dolphin Technical Support - What we Support
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Dolphin Technical Support - What we Support

Eligibility

Dolphin provides technical support for customers who purchased their Dolphin product directly from Dolphin in the UK, USA or Sweden. Customers who purchased from a Dolphin dealer should contact their dealer for support.

Dolphin Products we Support

  • GuideConnect
  • SuperNova
  • ScreenReader
  • EasyReader Premium Education Subscription
  • EasyConverter Express
  • Publisher (email only) 

Support for GuideConnect 

When you purchase GuideConnect it includes a 12-month Upgrade Agreement .

This entitles you to:

  • Regular updates containing new features and improvements
  • Essential fixes to ensure GuideConnect stays up to date with any new Microsoft changes.

Read more about the GuideConnect Upgrade Agreement to find out how it benefits you.

Your Upgrade Agreement expires after 12 months, but you can purchase additional Upgrade Agreements to cover you for up to five years.
Call Dolphin or contact your Dolphin Dealer to renew your Upgrade Agreement at any time.

 

Technical support for GuideConnect does not extend to the following - please contact the appropriate vendor or service provider about:

 

  • Internet connection problems
  • General PC issues or issues with 3rd party applications
  • Routine PC maintenance such as Windows Updates
  • Creation and administration of third party accounts such as Gmail or Facebook.*
  • Installation of 3rd party hardware including printers and scanners not purchased from Dolphin
  • Assistance in finding information online, for example podcast addresses, RSS feed addresses, etc.

*The GuideConnect web browser provides users with the capability of creating and administering such accounts independently.

Support for Dolphin Publisher

Technical support for Publisher is only available in English, via email only. Support requests should be made by emailing our dedicated Publisher support team.

Support for SuperNova and Dolphin ScreenReader

Priority technical support is included with a Software Maintenance Agreement. We are able to help you within eight working hours. Read more about Software Maintenance Agreements. 

Dolphin only offer technical support for installations in remote environments where SuperNova Enterprise has been purchased.

For SuperNova Professional and SuperNova Enterprise, Technical Support may include creating a map or a script for your bespoke applications to improve its accessibility. Read more about Mapping and Scripting Services. 

Support for EasyReader Premium

We do not provide support for our free EasyReader apps and EasyReader Personal subscriptions. To help you successfully use our apps, please refer to our Online Help pages and browse our Knowledge Base for answers to any queries you might have.

Priority technical support is included with an EasyReader Premium Education Subscription. 

If your issue is related to a book or newspaper we will share this feedback with the library provider.

Support for 3rd Party Products

Dolphin resells a number of items of third party hardware including Dell, Lenovo, HP desktop computers and laptops, and Index Embossers:

Computers - Hardware

Computers and Connect & Learn Kits sold by Dolphin all come with a manufacturer's warranty. This warranty covers faults with the computer hardware during the period of the warranty. If you experience a hardware issue during the period of warranty, please contact Dolphin Technical support. For hardware  no longer under warranty, we would recommend contacting the manufacturer directly to discuss the repair options available to you.

Computers - Other Software

The computers sold by Dolphin may come with a collection of preinstalled 3rd party software. Dolphin does not provide support for these products and customers are advised to contact the vendors of such applications for technical support. Examples of 3rd party software include web browsers and email clients. 

Computers - Operating System

Dolphin may be able to offer basic advice for issues with the Windows operating system on your PC, but we may need to refer you to speak with a Microsoft Technical Support Advisor. Generally we recommend speaking with the Microsoft Accessibility Team who, like Dolphin's support team, are trained in the use of assistive technology - they can be reached on 0800 026 0584. We would also advise customers to call this number if they are experiencing issues with any other Microsoft product, for example Microsoft Outlook or Microsoft Word.

Printers and Scanners

Support for printers and scanners sold by Dolphin will be provided for the first 6 months of ownership, after which time Dolphin will refer customers to the hardware manufacturer for support.

Index Embossers

Please contact support for questions relating to your Index products that were purchased from Dolphin. If a hardware issue is identified, the repair under warranty will be undertaken by the UK Master Distributor.

If you have questions about general accessibility issues:

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