TECHNICAL & CUSTOMER SUPPORT

We work around the clock, assessing, addressing, and implementing escalation procedures to keep your in-store digital solutions operational.

Our remote technical and customer support has three (3) tiers of service levels that can be subscribed to at any time with your digital signage and/or in-store analytics projects. Our dedicated and friendly team of highly trained specialists will gladly understand your query, assess the scenario, and prescribe the most convenient and efficient manner of proceeding to resolve your query. 

Note:  Should your query be assessed and require resources and/or answers that go beyond your service level agreement there may be a need to escalate the query further, where your dedicated account management team will be informed and the query will be assessed for further action. During this process, the query will be categorised as a unique ticket and will be referred to during all future communication concerning the specific query in question. Should your query require an integration specialist to be sent out to your store(s) to resolve the query, please be advised this may or may not be covered in your service level agreement depending on what has been discussed with your account management team. 

Technical and Customer Support Service Level Agreements: 

BRONZE: 

  • Remote Phone Support: Monday – Friday (9:00am – 5:00pm)
  • Monitor up to 3 devices per digital signage and/or analytics configuration per store. 
  • Optional: Incremental devices greater than 3, incurs a cost per device. 

SILVER: 

  • Remote Phone Support: Monday – Sunday (9:00am – 5:00pm) 
  • Monitor up to 5 devices per digital signage and/or analytics configuration per store. 
  • Optional: Incremental devices greater than 5, incurs a cost per device. 

GOLD:

  • Remote Phone Support: Monday – Sunday (6:00am – 11:00pm) 
  • Monitor up to 7 devices per digital signage and/or analytics configuration per store. 
  • Optional: Incremental devices greater than 7, incurs a cost per device.