Enterprise Support Options

Provisioning & Deployment

In the past we have offered a paid add-on service for large projects where we assign team members to help you provision accounts in your own Office 365 or Google Workspace, and set up meeting room displays in our software.

We still do, but this is provided at no additional cost to most customers. Reach out to support if you think you may need assistance completing your project due to size. We’re happy to help!

Single-sign on Integrations

Our system is designed to work with Office 365 and Google Single Sign-on out of the box, without an additional charge. All SSO options should be supported by these scenarios for most companies, if you routinely sign in with your Office 365 or Google account at work.

However, we do not offer paid options for SAML or OIDC single-sign on support. In our experience, these are now most relevant for organizations using Hosted Exchange or another legacy system. Contact us if you have any questions.

Email, Chat, and Phone Support

We provide email and chat support which you can access 24 hours a day, 7 days per week, and are quite proud of our email support SLA. We respond during business hours Monday through Friday, and typically resolve every issue within the same business day.

We have attempted to provide phone support as an add-on package in the past, however, we don’t consider something we’re good at. Since our team (and our customers) are distributed globally and many work from home, we are able to solve problems via chat or email remarkably quickly compared to the same service over the phone.

If we run into an exceptional situation that requires additional support, select team members can set up time to meet via Google Meet or a Teams call. However, in our experience, this adds an extra step to the process which slows down issue resolution for most routine requests.

Uptime Agreements & Custom SLA

We do not currently have an agreement to offer a custom uptime guarantee for an additional fee. However, we can tell you a bit more about our historical uptime averages (which can be viewed from Meeting Room 365 Status)

Display Application

The display application is engineered in a way that it can continue to operate even in scenarios where some or all of our backend and administration services fail temporarily. Redundant sources for display configurations and connections to your calendars decentralizes the risk of the display application used by your end-users going offline.
Even in the most extreme scenarios which involve a complete failure to fetch events for an extended period, 8 hours of future events are cached on the device (while it continues to run), which allows it to continue to display meeting statuses without interruption. Your users would only see an issue attempting to modify an event on the tablet during that outage.

For this reason, historic uptime for the Display Application is virtually 100% and we are unable to measure the exact performance in any meaningful way.

Admin App & Backend Services

The admin app and backend services are distributed in a way that they can failover between multiple data centers and geographic regions, ensuring that no single point of failure brings down the entire system in any routine scenario. We have been through multiple DDoS attacks and provider outages, and developed a tiered approach to prioritize the end-user app and critical backend services over the ability to set up new displays, or modify existing ones.

This approach has led to historic uptime calculated at 99.977169% for the core user experience, with some provider outages only impacting the ability to create or modify new displays. This is the equivalent of 2 hours per year.

In short, we do everything we can to prioritize uptime and reliability of our application(s) for your end users. But, nobody is perfect, and downtime is inevitable. We plan for these scenarios so that when they do occur, they typically provide zero impact to end-user displays.

Custom Branding & Design Services

We do not currently charge an additional fee for any provided customization or design services. It’s included for free! Just reach out to support for assistance, and we’ll help you set things up.

Project Planning, MSP Assistance, and Large-scale deployment tools

We do not charge for large project planning or assistance. This typically includes PowerShell support, or help doing things more efficiently when working on large projects in Office 365 or Google Workspace.

We can provide PowerShell alternatives to many of the repetitive setup steps required when setting up a resource mailbox, or shortcuts that make Google deployments easier.

Updated on: 14/03/2024