24/7 Display Support: Your Network, Always On
Uninterrupted Performance, Guaranteed
Our dedicated team of experts is available around the clock to ensure your digital signage network operates flawlessly. With our 24/7 support, you can focus on your business, knowing your displays are in reliable hands.
Key Benefits:
- Round-the-Clock Support: Our support team is always ready to assist you, 365 days a year.
- Expert Troubleshooting: Our skilled technicians can quickly diagnose and resolve a wide range of technical issues.
- Rapid Response Times: We prioritize swift issue resolution to minimize downtime.
- Remote Support Efficiency: Our remote support capabilities often eliminate the need for on-site visits, saving you time and money.
- Proactive Network Monitoring: We actively monitor your network for potential problems, addressing them before they impact your business.
What You Get:
- Unlimited Phone and Email Support: Direct access to our support team whenever you need it.
- Remote Troubleshooting and Diagnostics: Efficient problem-solving without the need for on-site visits.
- Regular Software Updates and Patches: Ensuring optimal performance and security.
- Hardware Troubleshooting and Repair: Expert assistance for hardware-related issues (additional charges may apply).
- Managed OS and Hosting: We handle the complexities of operating system updates, security patches, and hosting, freeing you to focus on your core business.
Invest in Reliability
Choose our 24/7 Display Support and experience the peace of mind that comes with a well-maintained digital signage network. Our comprehensive support, combined with our robust managed OS and hosting services, ensures your displays are always on and performing optimally.
Service Level Agreement (SLA) for WAND Digital Smart Screen Support
Purpose: This Service Level Agreement (SLA) defines WAND Digital's commitment to supporting the integrated System-on-Chip (SoC) Smart Screens we provide. This document serves as our promise to transform potential complexity into seamless operation, ensuring your all-in-one digital displays function as a powerful communication tool.
1.0 Scope of Coverage
This SLA applies to:
- Integrated Hardware: The SoC player and display panel that constitute the Smart Screen unit provided by WAND Digital.
- Software: The WAND Digital content management system (CMS) software and platform-specific OS running on the Smart Screen's integrated player.
- Functionality: The operational performance of the Smart Screen as a single, integrated unit.
Exclusions: This SLA does not cover client-side network infrastructure (ISP, wiring, firewalls), issues stemming from unsupported third-party applications, or physical damage caused by misuse, accident, improper mounting, or environmental factors.
2.0 Support Channels & Availability
- Support Portal: support.wanddigital.com (24x7 for ticket submission)
- Support Email: support@wanddigital.com (24x7 for ticket submission)
- Store Support Phone: +1 (952) 361-6250 (Available 24x7 for initial ticket creation)
- Advanced Support Business Hours: Monday – Friday, 8:00 AM – 6:00 PM Central Time (CT), excluding public holidays.
3.0 Issue Severity Levels, Response, & Resolution Times
|
Severity Level |
Description & Examples |
Initial Response Time |
Target Resolution Time |
|
S1 - Critical |
A complete Smart Screen failure causing a critical business impact. • Example: The screen is black, will not power on, or displays a critical system error, preventing any content playback. |
< 30 Minutes (24x7) |
4 Hours (for remote fix) or Initiate RMA process within 8 hrs |
|
S2 - High |
A major function of the Smart Screen is impaired, with no acceptable workaround. • Example: The screen is frozen; the WAND Digital application fails to load; intermittent flickering or signal loss. |
< 2 Business Hours |
8 Business Hours |
|
S3 - Medium |
Minor service degradation or operational inconvenience; a workaround may be available. • Example: A specific content zone fails to display; incorrect colors or brightness; audio not functioning. |
< 4 Business Hours |
2 Business Days |
|
S4 - Low |
A cosmetic issue or request for information with no direct impact on service. • Example: A single dead pixel (subject to manufacturer's warranty policy); a general question about screen settings. |
< 1 Business Day |
5 Business Days |
Note on Hardware Resolution: If a remote software or configuration fix cannot be achieved for a hardware-related issue (S1-S3), "Resolution" is defined as the initiation of the Return Merchandise Authorization (RMA) process. The specific procedure is detailed in Section 4.0 below.
4.0 Hardware Warranty & Replacement Process
All LG Smart Screens provided by WAND Digital are covered by LG's standard 3-year manufacturer's warranty against defects. After our support team diagnoses a hardware failure that is covered under warranty, the replacement procedure is determined by your WAND Digital service plan.
- Clients with White Glove Service:
- WAND Digital will facilitate the entire RMA process on your behalf. We act as your liaison with LG, manage the claim, and coordinate the logistics for the replacement unit. Our goal is to make the hardware replacement as seamless as possible for your team.
- Clients with Standard Service (Without White Glove):
- The WAND Digital support team will provide you with our diagnostic findings and direct you to the LG online replacement and service portal. Your team will then be responsible for initiating and managing the claim directly with the manufacturer per their standard warranty replacement policy.
5.0 Client Responsibilities
For effective and timely support, we ask our clients to:
- Provide the screen's serial number or other identifiable information, along with a clear description of the issue.
- Perform basic troubleshooting steps as guided by the WAND Digital support team (e.g., power cycling, checking the network connection).
- Ensure the Smart Screen is installed and operated within the manufacturer's specified environmental guidelines.
