Contact in business hours
In the US, standard support runs Monday to Friday, 08:00 - 17:00 CST, except US public holidays.
Support and customer commitment
Digital signage support with set hours and response objectives.
A screen in a hospital lobby goes dark at 10:00 and someone has to own the problem. Wallboard support puts the response objectives in writing. Our standard subscription agreement sets the hours, the channels and how fast we respond, so you know before you sign who picks up when a screen fails on a busy morning. A dark screen gets a reply within three business hours.
How Wallboard support works.
Email help into the evening
Emergency email support runs until 21:00 CST on weekdays, and 10:00 - 21:00 at weekends.
A reply within three hours
Report a down player or display. We aim to respond within three business hours, then troubleshoot.
Everything else within a day
Feature questions and other requests get a response within 24 business hours. We then work the issue until it is fixed.
Updates at no extra charge
Bug fixes, patches, maintenance releases and minor version updates come with your subscription.
Read the support terms (documentation site) (opens in a new tab).
Find the answer yourself first.
Many questions already have a written answer in the Wallboard knowledge base, which covers setup, content editing, devices and troubleshooting and has a getting-started section for people new to the platform. A chatbot on every docs page answers at any hour. It knows your user role. Each answer links to the article behind it.
Search the knowledge base (documentation site) (opens in a new tab)Report a problem so we can fix it fast.
The first message decides how quickly we can start. Tell us where the problem shows up, whether in the editor, on a device or on the server, what the screen shows, and the server URL, client name and content name, plus a device log if you can get one. Screenshots or a short video help too. Our FAQ lists checks to run first. Start with the internet connection, the app version and the device clock.
See what to include (documentation site) (opens in a new tab)When a problem needs a specialist.
Some faults go deeper than configuration. Support escalates them to specialists. We keep you informed until the issue is closed. If you bought Wallboard through a partner, they may be your first point of contact, with Wallboard behind them for escalation. We diagnose self-managed installs remotely, inside your own environment, once you give us access, while your team or hosting provider keeps running the servers, operating systems, databases and network.
Maintenance and uptime in writing.
For cloud deployments hosted by Wallboard, we commit to commercially reasonable efforts for 99.95% uptime each calendar month. Scheduled maintenance does not count against the target. We give at least 24 hours of notice. Notice goes out by email or in the admin dashboard. Miss the target in a month and you can claim a credit against future invoices. Uptime for self-managed and partner-hosted deployments depends on the infrastructure that runs them.
Ask us how support would work for you.
Tell us how many sites you run. Say who looks after the screens today. We'll explain who answers when something breaks and how escalation reaches a specialist.