Carousel Cloud – Pro Plus Technical Support Plan

Product Overview

The Carousel Cloud Technical Support Pro Plus Plan is an annual support subscription for organizations running the Carousel Cloud digital signage platform who need a faster, prioritized response than the free Core tier provides. This Carousel Cloud Pro Plus support plan combines priority email and web case handling with on-demand phone support during business hours, giving AV and IT teams a direct line to Tier 1 technicians. It is built for sites that depend on Carousel Cloud signage for daily operations and cannot wait through a standard two-business-day queue. As a Carousel Cloud technical support plan, it is licensed annually and applies to your existing Carousel Cloud deployment.

Product Description

The Pro Plus Plan places your support cases into a priority queue that is addressed ahead of standard Core-tier cases, based on issue severity and current caseload. Reasonable commercial efforts are made to provide an initial response to email and web cases within 24 hours during the Tier 1 availability window, though response can take up to two business days during periods of heavy load. The image shown reflects this Carousel Cloud Pro Plus support subscription as listed for annual licensing. To route cases correctly, your designated primary contact maintains a list of approved email addresses or an email domain; cases originating outside that list may fall back to the standard queue. On-demand phone support with the Tier 1 team is available during the Tier 1 window, and the helpdesk number is issued to the primary plan holder at the start of the term. Cases can be escalated to Tier 2 and Tier 3 teams on a case-by-case basis depending on complexity and severity. This plan pairs naturally with the underlying Carousel Cloud Pro Plan player license and additional Carousel Cloud media player licenses. Organizations needing on-demand phone support with dedicated account management should compare the Enterprise 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 — Your email and web cases are routed ahead of standard Core-tier cases so urgent signage issues receive earlier attention.
• Prioritized initial response — Reasonable commercial efforts target an initial response within 24 hours during the Tier 1 window, up to two business days under heavy load.
• On-demand phone support — Tier 1 phone support is available during the Tier 1 availability window, with the helpdesk number issued to the primary plan holder at term start.
• Designated contact routing — A maintained list of approved email addresses or domain ensures your cases enter the priority queue reliably.
• Tiered escalation path — Cases can be escalated to Tier 2 and Tier 3 teams based on the nature and severity of the issue.
• Annual term coverage — Plan benefits apply for the full subscription term and protect continuity of support for your Carousel Cloud deployment.

Typical Applications

• Higher education — Campus communications teams keeping wayfinding and event signage running across multiple buildings.
• K-12 districts — Schools that need quick help with daily announcement and emergency-message channels.
• Corporate enterprises — Internal communications and facilities teams maintaining lobby, breakroom, and operations displays.
• Healthcare — Hospitals and clinics relying on consistent patient and staff information screens.
• 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 the Pro Plus support plan?
It covers priority handling of email and web support cases for your Carousel Cloud deployment, plus on-demand phone support during the Tier 1 availability window and 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 24 hours during the Tier 1 window, though response may take up 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?
On-demand phone support with the Tier 1 team is available during the Tier 1 window. The helpdesk number is provided to the primary support plan holder at the beginning of the term.

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. Escalated cases are scheduled by staff availability and overall caseload.

How is the plan billed?
The plan is sold as an annual subscription under part number CLD-SUP-PROPLUS-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.