Before contacting Userful Support, please ensure your Userful host is connected to a network that enables Internet access. This is crucial in order for Userful support staff to deliver the best possible support experience and is vital for receiving live telephone support. We highly recommend that the system has continuous, or at least readily available, Internet access in its final location.
If you ever need help or have a question about Userful, here are some tips:
Search these support pages. They have lots of useful information about installation, troubleshooting, and best practices.
Fill out the Report a Problem form. Navigate to Support > Step 3: Contact Support > Report a problem. Include your full email address and name, and as much information as you can about what you need help with. Click the Submit option to create a ticket.
Sending a detailed email to email@example.com will automatically create a ticket.
See our Support Resources & Operations for details on response times.
Corporate Contact Information, addresses, sales, and media inquiries: https://userful.com/contact-us
Scope of Support
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 includes but is not limited to:
First-time installation documentation and Email/Phone support.
User training documentation includes 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 backup and recovery features.
Licensing renewal and troubleshooting.
Hardware support and diagnostics with certified Userful systems.
API troubleshooting and documentation. (Additional paid package required).
For more information on Userful Support, and response time refer to the Service Level Agreement topic.
To arrange a live training session for yourself and/or your Organization, reach out to us at firstname.lastname@example.org. Please include the name of your Organization and the Partner you have been working with.
Please note that training is included only with the Remote Setup and Training. Training is included for all new Public Computing (Library) deployments.