Daktronics Customer Service — Expert Guide for Owners, Facilities, and Integrators

Overview of Daktronics Service Capabilities

Daktronics, founded in 1968 and headquartered at 201 Daktronics Drive, Brookings, SD 57006 (phone +1 (605) 692-0200, website https://www.daktronics.com), is one of the largest global suppliers of LED video displays, scoreboards, digital signage and control systems. Their customer service covers product types from 1 m2 retail signs to 1,000+ m2 stadium video boards and includes factory technical support, spare parts distribution, field service, warranty administration and training.

Service delivery is structured to support high-visibility, revenue-generating installations (stadiums, arenas, transportation hubs) as well as smaller municipal and commercial projects. Typical turnaround expectations are scaled to criticality: for event-critical stadium boards Daktronics prioritizes 24/7 coverage and expedited parts; for non-critical installations standard business-hours support applies.

Channels, Hours and First-Contact Procedures

Daktronics provides multi-channel customer support: phone-based support via the Brookings headquarters (+1 (605) 692-0200), online case entry through the company support portal (see https://www.daktronics.com/support), and field service dispatch through authorized service partners. For event-critical issues customers should call the main number and request “critical event support” to escalate to the on-call engineer; Daktronics maintains a rotating on-call roster for nights/weekends on major projects.

When opening a case, have the following data ready to minimize triage time: product model, serial number, firmware/software versions, installation date, IP address (if networked), and a brief description plus photos or short video of the fault. Providing this information up front reduces time-to-resolution; Daktronics aims for remote-diagnostic acknowledgment within 1–4 hours for high-priority cases and within one business day for routine tickets.

Warranty, Maintenance Contracts and Typical SLAs

Daktronics issues factory limited warranties that vary by product class; typical durations are between 2 and 5 years on LED modules and electronics, with extended coverage available as a paid option. Warranty terms include repair or replacement of defective components and, for many products, on-site labor for certain failure modes. Customers should always request a written warranty schedule as part of procurement because warranty start dates, coverage limits and exclusion lists are specific to each contract.

Maintenance contracts (often called Service Level Agreements or SLAs) are available in tiered forms. Typical SLA tiers and common features (examples):

• Standard SLA — business-hours remote support, parts at list price; response time: 1–3 business days; typical annual cost range: $1,200–$6,000 for small to midsize displays.
• Priority/Event SLA — 24/7 remote support, expedited parts shipping, onsite dispatch window 24–48 hours (U.S. domestic); typical annual cost range: $6,000–$25,000 depending on system scale and travel exposure.
• Comprehensive SLA — all-inclusive coverage (parts, labor, preventative maintenance visits scheduled yearly/biannually); pricing commonly customized and used for stadium-class systems (costs often exceed $25,000/year for very large boards).

Technical Support Workflow and Diagnostics

Daktronics uses a structured troubleshooting workflow: open ticket → remote diagnostics (log collection, firmware checks, network tests) → parts determination → repair scheduling (onsite or depot) → verification and closeout. Remote diagnostics often uses log files, ping/traceroute, firmware version comparison and video capture to isolate failures to a module, power supply, controller card or network link. Having serial numbers and access to the controller’s management IP greatly reduces diagnostic time.

Spare-part logistics are staged from central warehouses and regional depots. Common consumables (LED modules, drivers, power supplies) are generally shippable in 24–72 hours in North America; custom or larger controller units may require 5–15 business days. For critical events, customers should negotiate expedited shipping and parts consignment to site to guarantee availability.

Recommended Spare Parts, Repair Costs and Inventory Practices

For practical spare-part planning, maintain a small on-site kit sized to your system. A recommended baseline inventory for a small-to-mid-size scoreboard or video wall (example):

• 2 LED display modules (typical module cost range $300–$1,500 each depending on pixel pitch and size)
• 1–2 spare power supplies ($150–$600 each)
• 1 spare controller or data receiver card ($2,000–$15,000 depending on model)
• spare cabling and mounting hardware (estimated $200–$1,000)

Repair costs vary by fault: replacing a single LED module is typically labor + part (module price above), power supply replacement is generally lower cost, while controller or processor board replacement and software updates are higher. Depot repair (ship-to-factory) can reduce onsite labor costs but increases downtime; for high-availability venues an on-site swapkit strategy plus same-day field dispatch reduces event risk.

Field Service Network, Training and Preventative Maintenance

Daktronics operates a mix of in-house field technicians and authorized local partners to provide nationwide (and international) coverage. Customers should request a service map and primary service contact for their geographic region. For stadiums and high-use installations, a recommended preventative maintenance cadence is quarterly visual and electrical inspection and a full annual preventive maintenance visit including firmware audit, cabinet alignment, and thermal performance checks.

Training options include onsite operator training, remote webinars, and documentation packages. Typical training engagements are half-day to multi-day sessions; pricing commonly ranges from $1,200–$2,500 per day for instructor-led on-site training. Well-trained local staff, combined with an agreed SLA and spare kit, reduces emergency dispatch frequency and lowers total cost of ownership.

Practical Contact Information and Contract Tips

Primary corporate contact: Daktronics, 201 Daktronics Drive, Brookings, SD 57006. Main switchboard: +1 (605) 692-0200. General product and support information is maintained at https://www.daktronics.com/support — use that portal to open tickets and track case history. For bids and service proposals request a formal Service Level Agreement that spells out response times, parts lead times, labor rates, travel allowances and escalation paths.

Negotiation tips: (1) specify uptime requirements and measurable KPIs in the SLA; (2) request parts consignment or guaranteed-spare locations for event-critical installations; (3) include annual preventative maintenance and firmware/patch management in the price for predictable budgets. These practical contract elements are the fastest way to convert Daktronics’ technical capability into reliable, predictable service on game day and beyond.