Support Resources & Operations

Overview

Userful provides professional assistance from the best resources available to address our customers inquiries efficiently. The Userful Support Documentation  provides a wide range of video tutorials, documents on installation & troubleshooting, as well as FAQs on Userful software for all users. Customers with a valid Gold Support contracts can get in touch with Userful Support though web or phone for any technical assistance.

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 include but are not limited to:

  • First-time installation documentation and Email/Phone support.
  • User training documentation including 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 back-up and recovery features.
  • Licencing renewal and troubleshooting.
  • Hardware support and diagnostics with certified Userful systems.
  • API  troubleshooting and documentation. (Additional paid package required).

If you require assistance and have not paid for extended support from Userful you can still access the Support Portal (
https://www.userful.com/support) documentation and training videos. You will not have access to over the phone support or email support without a valid support contract.

Generating a Support Ticket

Userful Support will provide technical assistance only to the customers that purchased the license directly from the Userful Corporation. However if the license is purchased from the partner, then the partner will provide the support instead.
Userful Support provides customers with access to a variety of ways to submit a ticket. The preferred (and fastest) method is to submit through the Userful Control Center - Contact Support (under Settings).

Submitting Trouble Reports

  • Access your server through cloud.userful.com
  • Open the Userful Control Center
  • Click on Support
  • Click on Report a Problem
  • Fill in the required fields

Email Support

The customers can also send an email to support@userful.com to submit a ticket. Please include as many relevant details (System ID, Hostname, Version of the Userful Software) as you can to help the Support Rep narrow down the root cause.

Phone Support

Customers who have purchased Gold Support have a facility to call Support to submit a new case.
You will receive a notification on the confirmation of your request and the case will be assigned to a Userful Technical Support Rep. Please note that the response time frame depends on your level of support and the priority of the case

Service Level Expectations

Userful Support currently provides local support in major cities across the globe. The Support window will align with the physical location of the server/system within the following time frame:
Support Center
Business Hours
North America
7:00AM - 8:00PM MST (Monday - Friday)
Global
8:00PM - 8:00AM MST (Monday - Friday)

24 Hours on Saturday/Sunday

Observed Holidays

Userful Support operates at a limited magnitude during the observed holidays. We will ensure that any urgent issues are responded to as quickly as possible.

Below is the list of observed holidays by the Userful Support Teams.
Head Office Support
Global Support
New Year's Day
New Year's Day
President's Day
Epiphany
Memorial Day
Good Friday
Canada Day
Easter Monday
Labor Day
May Day
Thanksgiving Day
Ascention Day
Christmas Day
Whit Monday
Corpu Christi
Assumption Day
German Unity Day
All Saints Day
Christmas Day
St. Stephen's Day

Technical Support Tiers

Depending on the Userful Support product purchased, there are differing features and varying support levels. The types of Support included with each package are outlined below, along with general response times.
Priority
Standard Support
Gold Support
Public Computing Support
P1 (Major Business Impact)
1 Business Day
1 Business Day
1 Business Day
P2 (Minor Business Impact)
2 Business Days
1 Business Day
1 Business Day
P3 (General Inquiries)
2 Business Days
1 Business Day
1 Business Day
Phone Support
No
Yes
Yes

Escalation Process

The Userful Technical Support Teams strictly adheres to triage based escalation paths. Within the Support Departments, escalation is provided through Tier One - Tier Three. Major bugs or Critical outages are sent directly to a Tier Two and/or Tier Three Representative, with direct access to our Engineering Department for further escalation.

Sales Escalations through the Support Teams will be redirected to either Userful North America Sales, or Userful META Support.

Language Support

While Userful strives to offer Support in multiple languages, there will be times where our Support Teams utilize an online translation service for email ticket communication.
Head Office (North America)
Global Support
English (Primary)
English (Primary)
Arabic
Arabic
Punjabi
German
Urdu

Customer Purchased Hardware

Userful Support will provide full technical assistance (including RMA’s) only to customers that have purchased certified hardware. Non-certified hardware will be diagnosed to the best of our ability. Additionally non-certified hardware is not guaranteed to be compatible with our software. In the case of required RMA’s customers may need to contact the manufacturer as needed - This cannot be completed by Userful Support for customer purchased hardware. For further information regarding please contact a Userful account manager.

Certified Server Hardware

Please visit System Hardware Guide for further information on Userful’s Certified Hardware.