Warranty and Support You Can Rely On
An LED video wall is a business-critical asset. When it’s displaying live content in a retail window, a control room, or a stadium concourse, downtime costs money and damages credibility. That’s why every Dynamo LED display ships with a comprehensive warranty — and why we offer extended Service Level Agreements (SLAs) for organisations that need guaranteed response times and proactive maintenance.
Standard 3-Year Return to Base Warranty
Every Dynamo LED display installation includes a 3-year Return to Base (RTB) warranty as standard. RTB means that if a component fails due to a manufacturing defect or fault under normal operating conditions, you return the faulty part to us and we repair or replace it at no charge.
What’s Covered vs What’s Not
| Covered Under Warranty | Not Covered |
|---|---|
| LED modules and panels | Physical or accidental damage |
| Power supplies | Damage from improper installation |
| Receiving cards | Misuse, neglect, or abnormal operating conditions |
| Internal system components | Power surges or electrical faults external to the unit |
| Manufacturing defects and component faults | Water or heat damage beyond rated specifications |
| Normal wear and tear |
The RTB warranty covers the cost of parts and repair. You are responsible for returning the faulty component to our service centre — or, if you have an SLA in place, we handle the full process on-site.
Extended SLA Contracts
For business-critical installations where downtime is not an option, we offer extended SLA contracts priced at 5% of hardware value per year. An SLA moves you from Return to Base to a fully managed support service with guaranteed response times, on-site engineering, and proactive maintenance.
What’s Included in an SLA
| Service | Detail |
|---|---|
| 24/7 Message Centre | 7 days a week — call logging, fault description, on-call engineer escalation |
| Technical Service Centre (TSC) | Monday–Friday 08:00–17:30 — direct access to technical engineers |
| Weekend & bank holiday cover | Message Centre logs fault, emails on-call engineer, remote resolution attempted, site visit arranged if needed |
| On-site maintenance & support | Scheduled and reactive site attendance per your SLA response level |
| Replacement stock | Order, delivery, provision, and installation of replacement components |
| Re-calibration | Colour and brightness calibration following any module replacement, at engineer’s discretion |
| Remote diagnostics | Connection via NovaStar Cloud CMS for remote fault diagnosis and content verification |
| CMS licence installation | Licence provisioning and configuration as part of any hardware swap |
| Service performance reporting | Maintenance records, inventory control, and performance reports |
Hardware Covered Under SLA
SLA contracts cover your complete display system: P1.5 LED video displays, NovaStar controllers, LED modules, and LED receiver cards. The specific hardware schedule is documented in your contract appendix.
Dedicated Support Line
SLA clients receive access to a dedicated support number: +44 (0)203 489 9878. Calls are triaged by the Message Centre and escalated to the Technical Service Centre (TSC) or on-call engineer as appropriate to your response level.
How the Support Structure Works
Weekdays (Monday–Friday, 08:00–17:30)
Call the dedicated support line. The TSC team diagnoses the issue — often remotely via NovaStar Cloud — and either resolves it directly or dispatches an engineer to site in line with your SLA response level.
Evenings, Weekends & Bank Holidays
The 24/7 Message Centre takes your call, logs the fault in full, and immediately emails the on-call engineer. Remote resolution is attempted first. If the fault requires a site visit, the engineer will contact you to arrange attendance. No call goes unanswered.
How to Make a Warranty Claim
- Contact our support team — by phone on +44 (0)203 489 9878 or email at sales@dynamo-led-displays.co.uk
- Describe the fault — include photos or diagnostic information where possible. The more detail you provide, the faster we can assess the issue.
- We assess and advise — our team will confirm whether the fault is covered under warranty and outline the next steps: return of component, remote fix, or engineer attendance.
For SLA clients, the process is managed end-to-end by our support team — you don’t need to handle returns or arrange couriers.
Frequently Asked Questions
How long is the standard warranty on a Dynamo LED display?
Three years, Return to Base (RTB). This covers manufacturing defects and component failures under normal operating conditions from the date of installation. Extended SLA contracts are available beyond this period.
What does Return to Base mean in practice?
RTB means the faulty component — an LED module, power supply, or receiving card, for example — must be returned to our service centre for assessment and repair. We cover the cost of repair or replacement. You cover the cost of shipping the faulty part to us. Under an SLA, we handle collection and re-installation on-site.
How much does an extended SLA contract cost?
SLA contracts are priced at 5% of hardware value per year. For a £50,000 installation, that’s £2,500 per year for fully managed on-site support, 24/7 cover, and guaranteed response. Pricing is confirmed in the contract based on your specific hardware schedule.
Is re-calibration included after a module replacement?
Yes, under an SLA contract. Following any module swap, our engineer will perform a power-on test and re-calibrate the screen where applicable and at their discretion, to ensure colour and brightness consistency across the display.
What if a fault occurs outside of business hours?
The 24/7 Message Centre is available every day of the year. For SLA clients, a fault reported at any time will be logged immediately and escalated to the on-call engineer, who will attempt remote resolution and arrange a site visit if required.
Discuss Your Support Requirements
Whether you’re planning a new installation and want to understand your warranty coverage, or you need an SLA for an existing display, we’re happy to talk through the options. Get in touch with our team →