Availability Windows

• Tier 1 Availability: Monday-Friday, 9am - 5pm US/Central, excluding holidays
• Tier 2-3 Availability: Monday-Friday, 9am - 5pm US/Central, excluding holidays

Email / Web support:

• Support cases can be created by either emailing support@carouselsignage.com or using our online case submission form.
• Email / web cases are entered into a standard support queue. All cases in this queue are initially addressed in the order they are received.
• Initial response time is 1-3 business days depending on overall caseload and the priority of the issue.

Phone support:

• Not available for case submission.
• At their discretion, Tier 1-3 support teams may choose to schedule a follow up call if necessary to resolve a case, depending on nature of the case.

Case Escalations

• Cases may be escalated from the Tier 1 support team to the Tier 2 or 3 support teams on a case by case basis, depending on the nature or severity of the case.
• Tier 2 or 3 support teams are scheduled during their availability window above. Escalated cases are scheduled with these teams based on staff availability and overall Tier 2 or 3 case load.
• Overall time to resolution depends on the complexity of the issue or the environment in which the system resides.

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