Carousel 7: SUPPORT PLANS

RUN AT PEAK PERFORMANCE
Carousel support plans help keep your signage network running at peak performance!
Choose the plan that fits best with your organization:

Remote Support Incident DETAILS

A remote support incident is typically needed any time a customer requires a Carousel support rep to perform an action on the customer's behalf, that they could or should otherwise be able to do themselves. T1 cases do not require an incident to be used, whereas T2 or T3 cases might.

Such incidents are defined by the root cause of the issue and/or nature of the request.

Incident Required:

If we document or offer training on a software feature/function that is reasonably accessible to an outside party and they still require a Carousel representative to remotely assist via telephone or web conference, an incident will be charged.

If an update or install is attempted by the customer and is unsuccessful due to any reason besides a bug in our installer, an incident will be charged

New player installation assistance is a billable incident (add to doc's)

Any issue reported by an end user which, after troubleshooting and diagnosis by a Carousel Support Rep, is determined to be caused by their unique server/network configuration, will be charged a support incident. Resolution of end user IT/Network can not be addressed by Carousel Support Representatives.

If a server comes back from RMA and requires reinstallation and it is under warranty, an incident will not be charged

Incident NOT Required:

If it is determined that the incident was a result of a feature either not adequately documented or a bug in the Carousel software, an incident will not be charged.

If a feature is working as expected but not documented enough to be useable with a reasonable amount of due diligence and a Carousel representative needs to remotely assist, an incident will not be charged.

If a server comes back from RMA and requires reinstallation and it is under warranty, an incident will not be charged

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