Carousel Cloud – Priority Email & Phone Support

Product Overview

The Carousel priority email and on-demand phone support plan is an annual support subscription for organizations running Carousel Cloud digital signage that want prioritized case handling plus direct phone access without the dedicated account-management layer of the Enterprise tier. This Carousel Cloud priority support plan delivers priority email and web case routing alongside on-demand phone support for named users during business hours. It is a strong fit for K-12 districts and lean IT teams that need fast, reliable help with their signage but do not require quarterly business reviews. The plan is licensed annually and applies to your existing Carousel Cloud environment.

Product Description

This plan places your email and web cases into a priority queue handled ahead of standard Core-tier cases, with reasonable commercial efforts targeting an initial response 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 priority support subscription as listed for annual licensing. The primary plan holder maintains a list of approved email addresses or a domain so cases route to the priority queue, and a separate list of up to five named users authorized to use the on-demand phone helpdesk. Callers outside that list may be asked to wait while eligibility is verified, and the helpdesk number is issued to the primary plan holder at the start of the term. Answered calls count as an initial response; unanswered calls route to voicemail with a four-business-hour response target during the Tier 1 window. Cases escalate to Tier 2 and Tier 3 teams on a case-by-case basis depending on complexity and severity. This plan complements the underlying Carousel Cloud Pro Plan player license and additional media player licenses. Organizations needing dedicated account management can compare the Enterprise support plan or the Pro Plus support plan. You can review the full lineup of Carousel Cloud software and services in the Carousel collection. If the plan is not renewed, support reverts to the included Core-tier benefits.

Key Features

• Priority case queue — Email and web cases are routed ahead of standard Core-tier cases so urgent signage issues receive earlier attention.
• Four-business-hour response target — Reasonable commercial efforts target an initial response 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.
• Designated contact routing — A maintained list of approved email addresses or domain keeps cases in the priority queue.
• 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 of support.

Typical Applications

• K-12 districts — Schools running daily announcement and emergency-message channels that need quick, prioritized help.
• Higher education — Campus communications teams maintaining wayfinding and event signage.
• Healthcare — Clinics and facilities relying on consistent patient and staff information screens.
• Corporate enterprises — Internal communications teams managing lobby and operations displays with lean IT staff.
• Government — Agencies operating public information and emergency-alert signage.
• Houses of worship — Congregations running lobby and sanctuary displays for service and event information.

Technical Specifications

Frequently Asked Questions

What is covered by this priority support plan?
It covers priority handling of email and web cases for your Carousel Cloud deployment plus on-demand phone support for named users during the Tier 1 availability window, with escalation to Tier 2 and Tier 3 teams when needed.

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.

How is the plan billed?
The plan is sold as an annual subscription under part number CLD-SUP-K12PLUS-1YR 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 priority benefits end and support reverts to the included Core (Free) support tier.