Vibe Support

Learn more about your Contegro/Vibe support agreement inclusions.
Note: Logged time for exclusions will be invoiced monthly.

Support Agreement inclusions:

• Contegro CMS Development
  • Confirmed defects within Contegro software (see exclusions)
• Hardware Support
  
  • Operating hardware (foil, screen or computer) supplied by Labyrinth, which may include;
    • Checking logs regarding screen up-time
    • Remote management and Monitoring (i.e. TeamViewer, VPN maintenance and checking) - CPCA & CTCA only
    • Deleting slides and checking that all slides are downloading in full
    • Altering start-up scripts as required
    • Troubleshooting false touches
• Digital Signage Software
  • Firmware upgrades for cloud subscribers
  • App releases
• Updates/Changes
  • Tasks where developer-only permissions apply, which may include
    • Resetting administrator passwords
    • Updating code on the server
    • Updating template variables
• Digital Comms Entertainment Subscription
  • Fixing errors related to altered 3rd party data feeds (i.e. Labyrinth recognised Entertainment slide feeds), i.e. Fishing Slide, Weather, Traffic, News, What's On, etc
  • ENT slides updated to suit specific locations (where available within data feeds). I.e Traffic, Weather, News etc.
• Digital Signage
  • Information Bar - Positioning of content (e.g. logo and text)
• Vibe Coaching
  • Customised, personal coaching for Start-up, Growth and Enterprise Vibe Subscriptions

Vibe Marketplace

Active Vibe Start Up, Growth and Enterprise plan subscribers receive free and unlimited access to infotainment streams and dynamic slides in the Vibe Marketplace.

For all other support agreements/tiers, the Vibe Marketplace is a paid service in addition to your monthly/annual support agreement.

Email/Phone support

All Labyrinth Solutions clients with an active NCA or Base Support plan will receive up to 30 minutes of FREE email/phone support each month (unless customized in your Company's project proposal). If you exceed 30 minutes of FREE support per month, logged time for the following support tasks will also be invoiced monthly:

• Questions and 'how-to' requests
• Pathway guidance on Digital Signage support articles or Real Estate support articles

Upgrade to Total Care (CTCA) or Premium Care (CPCA) to receive high priority support response times, 3 or 5 hours of prepaid support and other cost-saving benefits each month.

Exclusions

• Contegro CMS Development
  • Custom modules
  • Maintenance, design and development related to altered data feeds, OS updates, new requirements
• Client supplied 3rd party feeds
  • Maintenance, design and development related to altered data feeds (i.e. advanced or custom slides, new data fields, etc)
• Updates/Changes/Support
  • Creation of new content on behalf of, or requested by the client (Via Email, Phone, Support ticket)
  • Fixing settings or issues that have been caused by a client making changes after client approved/signed-off project.
  • Changes on any existing slides, content, text, copy, image, playlist or schedule in the client's environment. Includes both design and front-end integration required to complete changes.
  • Adding, changes and re-organisation of new member/user accounts, updating playlists, schedules, categories
• Hardware Support
  • Any support regarding operating 3rd party hardware (such as screens not supplied by Labyrinth)
  • Support for audio settings with either Screen or Speakers hardware.
  • Reissuing/supplying IP addresses previously supplied.
  • Investigating white-listing/black-listing of IP addresses in Firewalls.
• Digital Comms Dynamic Slides
  • Updates required to fix broken slides due to altered data feeds; resupplied by the client, or sourced through a 3rd party
  • Updates required to fix broken slides due to changes made by the client within Contegro in error
• Digital Signage
  • Information Bar (Fixing bad syntax, the spacing of text, correcting wrong characters. (use Letters, Numbers and the following characters only ...!@#$%&*()_+...  )