Technical Support
Support Programs and Terms
⭐️ The user acknowledges and agrees that no software, including "VisioBox", is free from software bugs, instability in operation, may interact differently with various operating systems, programs and/or their components, hardware, etc.
Software Updates, Types
| Minor Updates | Major Updates |
|---|---|
| Minor updates are updates released by the Company that improve the functionality of the "VisioBox" Software, including fixing detected errors and/or adding new options (features) only within the specific version of the "VisioBox" Software acquired by the End User under the license agreement. The End User's right to use any minor updates of the "VisioBox" Software may be exercised by the End User only during the period of technical support services provided by the Company under the Agreement and under no circumstances includes the right to demand their installation (implementation, configuration, etc.). Any installation, implementation, configuration and/or launch of any updates of the "VisioBox" Software is performed by the Company and/or a third party specially authorized by the Company (reseller, partner) under a separate agreement with the End User and for a separate fee. | Major updates are updates released by the Company that significantly improve the quality of the "VisioBox" Software and enhance the functionality of the "VisioBox" Software to a new version. Any major updates to the next version of the "VisioBox" Software are provided to the End User for a separate remuneration. The specified cost of major updates also does not include installation, implementation, configuration and launch of such updates performed by the Company and/or a specially authorized third party (reseller, partner) under a separate agreement with the End User and for a separate fee. |
Support Programs Comparison
Working Hours:
- SaaS Support Program: Mon–Fri 9:00–18:00 (UTC+3)
- "Own Server" Support Program: Mon–Fri 9:00–18:00 (UTC+3)
24/7:
- "Own Server" Support Program (24/7): 00:00–23:59
| Name | SaaS Support Program | "Own Server" | "Own Server" (24/7) |
|---|---|---|---|
| Description | For cloud license holders, technical support services under the program are provided free of charge during business hours | For holders of the "server non-exclusive license", standard technical support services are provided free of charge in accordance with the SLA below | For holders of the "server non-exclusive license", standard technical support services are provided on a paid basis in accordance with the SLA below |
| Cost | – | – | – |
| Working Hours | Mon–Fri 9:00–18:00 | Mon–Fri 9:00–18:00 | Mon–Sun 00:00–23:59 |
| Access to Minor Software Updates | Yes | Yes. Minor updates are provided free of charge but are installed on the server by the client. | Minor updates are provided free of charge, installed on the server by Oohdesk CMS. |
| Technical Support. Unused hours do not roll over to the next month. | Yes (2 hours per month) | Yes (10 hours per month) | Yes (20 hours per month) |
| Response Time for Critical Incident: The System cannot be used in general or basic functions cannot be performed | Within 2 business hours from receiving the request | Within 2 business hours from receiving the request | Within 2 business hours from receiving the request |
| Response Time for High Incident: The System functions partially, some work can be performed. | Within 8 business hours from receiving the request | Within 8 business hours from receiving the request | Within 8 business hours from receiving the request |
| Response Time for Medium Incident: Non-critical problems or defects occur in the System. | Within 16 business hours from receiving the request | Within 16 business hours from receiving the request | Within 16 business hours from receiving the request |
| Response Time for Low Incident: Minimal impact on system functioning, non-critical problems. Documentation errors. | Within 24 business hours from receiving the request | Within 24 business hours from receiving the request | Within 24 business hours from receiving the request |
The technical support specialist, when processing the request from the initiator, has the right to change the priority of the request in agreement with the Customer.
The resolution time does not include the time waiting for a response from the Customer.
Submitting a Request to Support
Via email: info@oohdesk.global
By default, all requests received by email are assigned the status "Low Level" unless otherwise specified in the email. For more accurate and timely response from Oohdesk CMS technical specialists, include the following information in the message: importance of the problem, product, version and contact information, as well as a detailed description of the problem. After processing your message, you will receive a confirmation by email with a unique number assigned to your request.
Warranties
⭐️ Stable operation of Oohdesk CMS Player is not guaranteed if the last operating system or firmware update of the device on which Oohdesk CMS Player is installed was performed more than three months ago (otherwise, the latest update must be installed if it has been more than three months since its release).
⚠️ The user accepts the fact that the Oohdesk CMS Player software is connected to the Oohdesk CMS Server software via the Internet and, in the absence of communication, the Oohdesk CMS Player software becomes inaccessible to the Oohdesk CMS Server software and it is impossible to remotely control the Oohdesk CMS Player software at that moment. The Customer undertakes to familiarize themselves with the information about the specifics of internet connections for Oohdesk CMS Player. More details at the link. However, the absence of communication does not mean that Oohdesk CMS Player will stop broadcasting.
⚠️ The correct operation of external communication devices connected to devices with Oohdesk CMS Player software installed is not guaranteed (Modems, Wi-Fi modules). No guarantees regarding the quality of communication when using these devices are provided. The user acknowledges that these devices may freeze, reset to factory settings with loss of current settings, or fail. Each of these facts will lead to Oohdesk CMS Player losing communication with Oohdesk CMS Server and the player being impossible to manage or receive data about its state.
⚠️ Ensuring stable electrical power to the devices on which Oohdesk CMS Player software is installed is the responsibility of the User. Stable operation of Oohdesk CMS Player software is not guaranteed in the absence of stable electrical power.
⚠️ When using tablets, smartphones, panels with screen rotation sensors, the correct arrangement or orientation of the content played by Oohdesk CMS Player software is not guaranteed if the sensors are incorrectly configured. For correct configuration, it is necessary to study the user documentation for the listed devices used.
Rules for Submitting Requests to Technical Support
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Official methods of interaction: email info@oohdesk.global
-
Email subject: Player/Server problem, importance level (critical/high/medium/low).
Example subject: "Player problem, critical level" -
Email body:
- Name of your organization (as written in the top left of the blue navigation menu).
- Detailed description of the problem. If it's a player issue, specify its exact name in the system.
- Description of steps to reproduce the problem or patterns of its occurrence.
Example body: "Hello. Organization 'Kek'. Playback problem on the player. Player name '00102'. The problem repeats every day at 9:16 AM. The stop occurs when playing the video 'fish' in the advertiser 'not fish'."
After processing your message, you will receive a confirmation by email with a unique number assigned to the request.
The user acknowledges and agrees that no software, including "VisioBox" software, is free from software bugs, instability in operation, may interact differently with various operating systems, programs and/or their components, hardware, etc.