Service Level Agreement (SLA)

Service Level Agreement (SLA)

How to Contact Vibe.fyi Support

Clients can reach the Vibe.fyi Customer Success team for any Software or Hardware support update & changes and questions.
  1. Start a Support Ticket - Email support@vibe.fyi
  2. Engage in Live Chat - Available inside your Vibe Portal during support hours
Quote
Vibe’s support team is honestly one of the best we’ve worked with. Whether it’s a quick LiveChat or running through a technical setup, their replies are fast, friendly, and always spot‑on. It gives us real confidence knowing help is only a ticket away.

SLA Overview

If Vibe is part of your core internal communications stack, relying solely on ad-hoc support is a risk.

An SLA ensures you have guaranteed access to the Vibe team when it matters most — during live comms campaigns, urgent screen updates, integrations, or unexpected playback issues. It removes procurement delays, approval bottlenecks, and uncertainty at the exact moments when internal visibility and trust are on the line.

For experienced comms teams, an SLA isn’t about “help if something breaks” — it’s about:
  1. Protecting critical moments (leadership messages, safety updates, launches)
  2. Faster turnaround from people who know the platform inside-out
  3. Predictable cost, no surprise invoices
  4. Confidence that Vibe is operationally backed, not just licensed
Vibe.fyi offers two Service Level Agreement (SLA) options for different business needs and risk profiles.


Best For
Key Benefit
Premium Care
For businesses with critical communication channels.
Priority over all other clients + 6 hours/month
Total Care
Perfect for businesses who want to get the most from their communication channel activities.
3 hours/month + strategic guidance

*For Pro and Enterprise plans, personal helpdesk support is available via Email, Telephone and LiveChat. For our Lite plan, support is available via our Help Centre.

Included Helpdesk Services

All SLAs include technical assistance with response times aligned to your support level. 
Examples of the kinds of support you can expect include:
  • Screens and display issues
    • Investigating why a screen is down or not displaying content
    • Checking connections, ensuring content playback, and restoring normal operation
  • Slides and playback problems
    • Resolving slides that aren’t advancing, content that isn’t loading, or timing issues
    • Ensuring slides are downloaded and ready for playback across devices
  • Hardware and device support
    • Remote hardware troubleshooting for devices supplied by Vibe.fyi (still under warranty)
    • Checking logs for screen uptime and performing basic remote maintenance
  • App and portal assistance
    • Troubleshooting issues in the Vibe.fyi player app, web portal, admin console, templates, and content library
    • Remote management tasks such as save/sync operations and slide management (where supported by your plan)
  • Advanced monitoring and configuration
    • Remote monitoring and diagnostics (Premium Care)
    • Assisting with startup scripts and addressing false touches or input anomalies
  • Firmware and software updates
    • Digital Signage firmware upgrades and Vibe App releases (Total Care & Premium Care)

Self‑Help Resources

Vibe.fyi provides several tools to help users resolve issues independently:
What's Not Included
Some services fall outside standard support and may incur additional charges.
  1. On-site or after-hours support
  2. Development work (custom feeds, new slide designs, etc.)
  3. Slide design or content recommendations
  4. Work caused by client-side changes or errors
  5. Public holiday availability (NZ + some AU holidays)
  6. Unused inclusive time (does not roll over)

Additional Helpdesk Services (Billable)

These tasks can be performed on request and will be quoted beforehand.
  • Development
    • Custom API feeds
    • New or revised slide designs
    • Updates due to OS changes or new requirements
  • 3rd-Party Feeds
    • Maintenance or redesign due to altered data feeds
  • Content & Account Support
    • Creating new content on your behalf
    • Fixing issues caused by client changes
    • Updating slides, playlists, schedules, categories
    • User account management
    • Training, check-ins, strategy sessions
    • Screen uptime monitoring
  • Hardware
    • Support for non-Vibe hardware
    • Audio configuration
    • IP address reissuing
    • Firewall whitelist/blacklist investigations
  • Custom Slides
    • Fixing broken slides caused by altered data feeds or client errors
  • Digital Signage
    • Information bar corrections (syntax, spacing, characters)
      Note: use Letters, Numbers and the following characters only ...!@#$%&*()_+...

Invoicing & Time Tracking

How support time is logged and billed:
  1. Support time beyond your inclusive hours is billed hourly.
  2. Unused inclusive time does not roll over.
  3. Technical issues must be logged but are not charged.
  4. Excess time is invoiced after the 20th of each month.
  5. Support time may be tracked via:
    1. Pre-approved quotes, or
    2. Logged increments in time-tracking software
Alert
If your organisation requires a PO number, please provide it when contacting support.
Info
To discuss your specific support needs, please contact support@vibe.fyi
Idea
Did you know that Vibe.fyi also provides a personal Vibe Assist service? Book in a chat today to find out how Vibe Assist can help you keep your communication plan on track.

FAQs

What are your support hours?
  • Our support hours are longer and internationally oriented. We aim to cover Europe (including the UK) and USA time zones in addition to New Zealand head-office time-zone, so you can reach us across a broader range of hours.
  • Holiday observations:
    • Local New Zealand public holidays are observed.
  • Regional alignment note:
    • If you’re in the UK/Europe, US (various time zones), or NZ, you can expect support during overlapping business hours that accommodate those regions. Exact windows may vary by plan and region.

Do you offer on-site or after-hours support?
On-site (at your location) and/or after-hours support (remote/onsite) is not included in our standard support plans. Support requested to be carried out at your location, or outside our normal days/hours, will be quoted separately.

How do I know which plan is right for me?
Consider your reliance on uninterrupted communication channels, risk tolerance, and desired level of proactive engagement (strategy sessions, quarterly reviews, etc.). Our team can help you choose and upgrade/downgrade as needed.

Do unused hours roll over?
No. Unused inclusive time does not roll over or transfer by default.

Are after-hours or on-site services included?
 All on-site or after-hours work is quoted separately.

How are development tasks billed?
Development will always be quoted and isn’t generally considered 'support'. A Purchase Order (PO) Number will be requested before development proceeds. Tasks go through our development lifecycle (Briefing, Planning, Development, Testing 1, Testing 2, Sign-Off, Deployment). Estimates or fixed quotes are outlined as: 1/4 Day, 1/2 Day, or Full Day costs.

Can I upgrade or downgrade my plan later?
 Yes. You can discuss changes with the Vibe.fyi Customer Success team at any time.


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