Service Level Agreement (SLA)

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

2026 Support Plans Transition Update

Vibe is currently transitioning to our updated 2026 Support Plans and support experience. Existing support plans and arrangements will continue to be honoured through to 30 July 2026 while we phase in updated support practices, guidance, and portal improvements. During this transition period, some Help Centre articles may reference either current or upcoming support plans and inclusions.

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.

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.

Helpdesk Services

All SLAs include assistance with response times aligned to your support level including:

1. Vibe.fyi player app, web portal, admin console, templates, and content library
   
2. Screens and display connection issues
   
3. Slides and playback problems
   
4. Remote hardware device support
   
5. Firmware and software updates
   

Self‑Help Resources

Vibe.fyi provides several tools to help users resolve issues independently:

• Help Centre: step-by-step guides
• Template Tours: visual walkthroughs
• Quick-start Templates: pre-built layouts for fast setup

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 template designs, etc.)
   
3. Slide design or training content recommendations
   
4. Work caused by client-side (3rd-party) changes or errors
   
5. Public holiday availability of our support teams

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 SLA is billed hourly.
2. Unused inclusive time does not roll over.
3. Technical issues should be reported to us, but they 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
   

If your organisation requires a PO number, please provide it when contacting support.

To discuss your specific support needs, please contact support@vibe.fyi

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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