Support Policy

Support Policy

 

Version 2.7 – 1st July 2018

This policy outlines wallboard.info Digital Signage support practices and resources.

 

Technical Support

  • We offer several options for technical support. All accounts get basic support. Support includes:
  •  Answering questions about our service, features and hardware
  •  Advice regarding best practices for our service
  •  Advice regarding hardware options
  •  Troubleshooting our services

Support does not include:

  • Hardware not supported by us
  • Third party applications, services and frameworks

 

Support Business Hours

Normal business hours are 8AM-4PM CET. Accounts that exceed €500/month in usage, have access to 24/7/365 support business hours.

 

Response Times

The following table is used to internally prioritize support requests and to give time commitment.

IMPORTANT: the support response time commitment is ONLY applicable to issues directly related to Wallboard.info service and player application. The response time commitment is NOT applicable to issues related to hardware and software other than Wallboard.info.

 

 

 

Severity Level
Definition
Response time
1. System Down Server outage Immediate
2. Critical Business outage or significant customer impact that threatens future productivity Within 1 hour
3. Important Important issue that does not have significant current productivity impact Within 4 hours

 

Deprecation

We will announce if we intend to discontinue or make backwards incompatible changes to any service. We will always try to give you as much time as possible to make any necessary modifications to your applications or processes. This policy does not apply to versions, features, and functionality that we label as “beta” or “experimental.”

 

Documentation

We may provide documentation for the service and the use of our service. Our documentation may specify restrictions on how plugins and features may be used or configured, or how our service must be configured. You agree to comply with any such restrictions as specified.

 

Monitoring

Our systems are continuously monitored by automated systems and health checks. In the event of any issue that adversely affects the performance, security, reliability, or integrity of the service, we will receive notification and respond immediately.