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 have not paid for extended support from Userful, access to this portal and its resources is free.
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 (and fastest) method is to submit through the Userful Control Center - Contact Support (under Settings).
Access your server through cloud.userful.com
Open the Userful Control Center
Click on Support
Click on Report a Problem
Fill in the required fields
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.
Customers who have purchased Gold Support have a facility to call Support to submit a new case.You will receive a notification on the confirmation of your request and the case will be assigned to a Userful Technical Support Rep. Please note that the response time frame depends on your level of support and the priority of the case
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 |
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 | Ascention Day |
Christmas Day | Whit Monday |
​ | Corpu Christi |
​ | Assumption Day |
​ | German Unity Day |
​ | All Saints Day |
​ | Christmas Day |
​ | St. Stephen's Day |
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 |
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.
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 | ​ |
Please see Third-Party Hardware for information on servers not purchased from Userful. Note that we cannot guarantee support for third-party hardware.
Please see Userful Servers for further information on Userful’s Certified Hardware.