Carousel Cloud – Enterprise Technical Support Plan

Product Overview

The Carousel Cloud Technical Support Enterprise Plan is an annual support subscription for large organizations that run Carousel Cloud digital signage at scale and require dedicated account management alongside prioritized technical support. This Carousel Cloud Enterprise support plan adds a Customer Success Manager, a Technical Account Manager, on-demand phone support, and quarterly business reviews to the priority email and web case handling included at lower tiers. It is designed for enterprise digital signage deployments where uptime, named-user phone access, and a structured relationship cadence matter. The plan is licensed annually and applies to your existing Carousel Cloud environment.

Product Description

The Enterprise Plan assigns your organization a dedicated team, including a Customer Success Manager and a Technical Account Manager, with quarterly business reviews and cadence meetings scheduled as needed. Support cases enter a priority queue handled ahead of standard Core-tier cases, and reasonable commercial efforts target an initial response to email and web cases within four business hours during the Tier 1 window, up to one to two business days under heavy load. The image shown reflects this Carousel Cloud Enterprise support subscription as listed for annual licensing. On-demand phone support is included: the primary plan holder maintains a list of up to five named users authorized to use the phone helpdesk, and callers outside that list may be asked to wait while eligibility is verified. Answered calls count as an initial response; unanswered calls route to voicemail with a four-business-hour response target. Cases escalate to Tier 2 and Tier 3 teams on a case-by-case basis depending on complexity and severity. Organizations with lighter requirements can compare the Pro Plus support plan or the priority email and phone support plan, and this plan layers on top of the Carousel Cloud Pro Plan player license. You can review the full lineup of Carousel Cloud software and services in the Carousel collection. For around-the-clock coverage, an Enterprise Plus option adds 24/7 support on top of everything in this plan. If the plan is not renewed, support reverts to the included Core-tier benefits.

Key Features

• Dedicated Customer Success Manager — A named CSM owns your account relationship and helps align Carousel Cloud with your communication goals.
• Technical Account Manager — A dedicated TAM provides a consistent technical point of contact across your deployment.
• Quarterly Business Reviews — QBRs and cadence meetings are scheduled as needed to review performance and plan ahead.
• Priority email and web SLA — Initial response is targeted within four business hours during the Tier 1 window, up to one to two business days under heavy load.
• On-demand phone support — Up to five named users can access the Tier 1 phone helpdesk during the Tier 1 availability window.
• Voicemail fallback — Unanswered calls route to voicemail with a four-business-hour initial-response target during the Tier 1 window.
• Tiered escalation path — Cases escalate to Tier 2 and Tier 3 teams based on the nature and severity of the issue.
• Annual term coverage — Benefits apply for the full subscription term to protect continuity for enterprise deployments.

Typical Applications

• Enterprise deployments — Large multi-site organizations standardizing on Carousel Cloud across many screens and locations.
• Higher education — Universities coordinating campus-wide signage with a dedicated account team.
• Healthcare systems — Hospital networks requiring named-user phone access and structured account reviews.
• Corporate enterprises — Internal communications teams managing global lobby, operations, and meeting-room displays.
• Government — Agencies operating public information and emergency-alert signage with accountability cadence.
• K-12 districts — Large districts centralizing announcement and emergency-message channels district-wide.

Technical Specifications

Frequently Asked Questions

What is covered by the Enterprise support plan?
It includes a dedicated Customer Success Manager and Technical Account Manager, quarterly business reviews, priority email and web case handling, and on-demand phone support for your Carousel Cloud deployment.

What is the response-time SLA?
Reasonable commercial efforts target an initial response to email and web cases within four business hours during the Tier 1 window, though response may take up to one to two business days during heavy caseload.

What are the availability hours?
Tier 1 support is available Monday-Friday, 7am-7pm US/Central, excluding holidays. Tier 2-3 support is available Monday-Friday, 9am-5pm US/Central, excluding holidays.

How does phone support work and who is eligible?
On-demand phone support is available during the Tier 1 window. The primary plan holder maintains a list of up to five named users authorized to use the helpdesk; callers outside that list may be asked to wait while eligibility is verified.

How are cases escalated?
Tier 1 can escalate a case to Tier 2 or Tier 3 on a case-by-case basis depending on the nature and severity of the issue, scheduled by staff availability and caseload.

Is 24/7 support available?
Yes. An Enterprise Plus option includes everything in the Enterprise plan plus 24/7 coverage; contact us to discuss eligibility.

How is the plan billed?
The plan is sold as an annual subscription under part number CLD-SUP-ENTPLUS and applies to your existing Carousel Cloud environment.

What happens if I do not renew?
If the plan is not renewed at the end of the term, the Enterprise benefits end and support reverts to the included Core (Free) support tier.