Vibe.fyi Support

Vibe.fyi Support

Contacting Support

To discuss your specific support needs or upgrade/downgrade your plan, contact the Vibe.fyi Customer Success team at support@vibe.fyi. You can switch plans at any time.

Service Level Overview

Vibe.fyi offers three support options designed to fit different business needs and risk profiles:

  • Premium Care
  • Total Care
  • Pay-As-You-Go

All plans provide access to our Helpdesk for technical assistance, with response and delivery timelines managed according to the plan level. On-site or after-hours support is not included and will be quoted if required.

Support Packages

We aim to ensure your communication channel network remains online and on-track to achieving your business objectives, for further assurance, we encourage you to add-on our Total Care or Premium Care Agreements. You can discuss upgrading or downgrading your support plan at any time with the Vibe.fyi Customer Success team (support@vibe.fyi ).


Premium Care
Total Care
Pay-As-You-Go

6 hours of support/month and priority over all other clients. Ideal for businesses with
critical communication channels.		3 hours of support/month.
Perfect for businesses who want to get the most from their communication channel activities.		Our 'PAYG' plan is charged by the hour and ideal for
businesses who need
minimal help.
Technical Helpdesk Support*


Bespoke Online Training

Add-on
Regular Check-ins


Quarterly Strategy Sessions 


Screen Up-time Monitoring


After-hours supportAdd-onAdd-on

*For Pro and Enterprise plans, technical helpdesk support is available via Email, Telephone and LiveChat. For our Free plan, support is available via LiveChat.

Included Services

Our helpdesk team are available to assist with the following technical helpdesk support requests, free of charge:
  1. Tech Support - Investigating and confirming bugs in the web portal, admin console, templates, content library, data integration and Vibe.fyi player app software
  2. Remote Hardware Support (for hardware supplied by Vibe.fyi that is still covered under warranty)
    e.g. Operating hardware (foil, screen or computer) supplied by us, which may include;
    1. Checking logs for screen up-time details
    2. Remote management and Monitoring (i.e. TeamViewer, VPN maintenance and checking) -  Premium Care only
    3. Remote 'save and sync', 'deleting' slides and checking that all slides are downloading in full
    4. Altering start-up scripts as required
    5. Troubleshooting false touches
  3. Digital Signage Software - Firmware upgrades and Vibe App releases - Total Care & Premium Care only

What's Not Included

  • On-site support and after-hours support beyond plan allowances (quoted separately)
  • At-location service or work outside regular business hours
  • Development work beyond the standard support scope (quoted separately; requires PO)
  • Unused inclusive time does not roll over or transfer by default
  • Public holidays: NZ and some AU holidays may affect availability (local variations apply)

Helpdesk Support

This section outlines what tasks can our Helpdesk support you with.  Performing these tasks at your organisations request and any billable support will be quoted beforehand.
  • Development
    • Custom API feeds, New or revised slide design
    • Maintenance, design and development related to altered data feeds, OS updates, new requirements
  • Client supplied 3rd party feeds
    • Maintenance, design and development related to altered data feeds (i.e. advanced or custom slides, new data fields, etc)
  • Updates/Changes/Support
    • Creation of new content on behalf of, or requested by the client (Via Email, Live-Chat, Phone, Support ticket)
    • Fixing settings or issues that have been caused by a client making changes after client approved/signed-off project
    • Changes on any existing slides, content, text, copy, image, playlist or schedule in the client's environment. Includes both design and front-end integration required to complete changes.
    • Adding, changes and re-organisation of new member/user accounts, updating playlists, schedules, categories
    • Training
    • Monthly Check-ins
    • Quarterly Strategy Sessions
    • Screen Uptime Monitoring
  • Hardware Support
    • Any support regarding operating 3rd party hardware (such as screens not supplied by us)
    • Support for audio settings with either Screen or Speakers hardware
    • Reissuing/supplying IP addresses previously supplied
    • Investigating white-listing/black-listing of IP addresses in Firewalls
  • Custom Slides
    • Updates required to fix broken slides due to altered data feeds; resupplied by the client, or sourced through a 3rd party
    • Updates required to fix broken slides due to changes made by the client in error
  • Digital Signage
    • Information Bar (Fixing bad syntax, the spacing of text, correcting wrong characters. (use Letters, Numbers and the following characters only ...!@#$%&*()_+...  )

Invoicing

How the Vibe.fyi support team tracks, logs and invoices for support time for your requests. Individual support requests are logged with a 15-minute minimum time, with a per-minute rate after this.
  1. Time logged in excess of your Inclusive time, is charged at an hourly rate.
  2. Unused Inclusive time does not carry forward, or transferred, by default.
  3. Technical issues need to be reported and logged against your support agreement , but this is for reference only - they are not charged. (see Subscription Inclusions)
  4. Job reports and any time in excess of your Inclusive time is invoiced after the 20th of each month.
  5. There are 2 ways that our support team will track/log their time for exclusions, this will be either.
A quote for support time will be submitted for approval, and invoiced at after completion.
Increments of support 'time' will be logged in our time tracking software to complete your requests, and invoiced after the 20th of each month.
Alert If your organisation requires a PO number for invoices, please help us out by providing this when you contact us, so that there are no delays.
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 FREE chat today to find out how Vibe Assist can help you keep your communication plan on track.

FAQs

What are your support hours?
Weekdays Monday–Friday, 8:30am–5:00pm (New Zealand Standard Time). Note: New Zealand Public Holidays are observed. Some of our team observe Australian Public Holidays.
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?
 Not included. 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 we proceed. 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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