Support Resources & Operations

Scope of Support

Access to Userful Support is dependent on having an active subscription to Userful. You will not have access to over the phone support or email support without a valid support contract.

The Userful Support team proactively offers valuable services and documentation to its customers to address any inquiries related to the functionality of the software. The scope of the support regarding services and documentation include but are not limited to:

  • First-time installation documentation and Email/Phone support.

  • User training documentation including assigning display devices, creating and calibrating video walls, creating sources, etc.

  • Software update processes and procedures.

  • Display device troubleshooting and diagnostics.

  • Performance and playback troubleshooting.

  • Userful Control Center functionality and interface documentation and training videos.

  • System back-up and recovery features.

  • Licencing renewal and troubleshooting.

  • Hardware support and diagnostics with certified Userful systems.

  • API troubleshooting and documentation. (Additional paid package required).

If you require assistance and do not have an active Userful subscription, access to this portal and its resources is free.

Generating a Support Ticket

Userful Support will provide technical assistance only to the customers that purchased the license directly from the Userful Corporation. However if the license is purchased from the partner, then the partner will provide the support instead.

Userful Support provides customers with access to a variety of ways to submit a ticket. The preferred method is to submit through the Userful Control Center - Contact Support.

Email Support

The customers can also send an email to [email protected] to submit a ticket. Please include as many relevant details (System ID, Hostname, Version of the Userful Software) as you can to help the Support Rep narrow down the root cause.

Phone Support

Customers with an active subscription can call Support to submit a new case.

Service Level Expectations / SLA

Userful Support currently provides local support in major cities across the globe. The Support window will align with the physical location of the server/system within the following time frame:

Support Center

Business Hours

North America

7:00AM - 8:00PM MST (Monday - Friday)

Global

8:00PM - 8:00AM MST (Monday - Friday) 24 Hours on Saturday/Sunday

Observed Holidays

Userful Support operates at a limited magnitude during the observed holidays. We will ensure that any urgent issues are responded to as quickly as possible. Below is the list of observed holidays by the Userful Support Teams.

Head Office Support

Global Support

New Year's Day

New Year's Day

President's Day

Epiphany

Memorial Day

Good Friday

Canada Day

Easter Monday

Labor Day

May Day

Thanksgiving Day

Ascension Day

Christmas Day

Whit Monday

Corpus Christi

Assumption Day

German Unity Day

All Saints Day

Christmas Day

St. Stephen's Day

Technical Support Tiers

Depending on the Userful Support product purchased, there are differing features and varying support levels. The types of Support included with each package are outlined below, along with general response times.

Priority

Standard Support

Gold Support

Public Computing Support

P1 (Major Business Impact)

1 Business Day

1 Business Day

1 Business Day

P2 (Minor Business Impact)

2 Business Days

1 Business Day

1 Business Day

P3 (General Inquiries)

2 Business Days

1 Business Day

1 Business Day

Phone Support

No

Yes

Yes

Escalation Process

The Userful Technical Support Teams strictly adheres to triage based escalation paths. Within the Support Departments, escalation is provided through Tier One - Tier Three. Major bugs or critical outages are sent directly to a Tier Two and/or Tier Three Representative, with direct access to our Engineering Department for further escalation. Sales Escalations through the Support Teams will be redirected to either Userful North America Sales, or Userful META Support.

Language Support

While Userful strives to offer Support in multiple languages, there will be times where our Support Teams utilize an online translation service for email ticket communication.

Head Office (North America)

Global Support

English (Primary)

English (Primary)

Arabic

Arabic

Punjabi

German

Urdu

Customer Purchased Hardware

Please see Third-Party Hardware for information on servers not purchased from Userful. Note that we cannot guarantee support for third-party hardware.

Certified Server Hardware

Please see Userful Servers for further information on Userful’s Certified Hardware.