Invoicing: Support Inclusions/Exclusions

This article outlines what are considered Inclusions within Contegro Support Agreements and what are Exclusions to Contegro Support Agreements and applies once you have approved/signed off your project. Logged time for Exclusions will be invoiced monthly.

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

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 ...!@#$%&*()_+...  )

Vibe Marketplace

• The Vibe Marketplace is a paid service
• Refer to details of your Vibe Subscription if the Vibe Marketplace is included
• If the Vibe Marketplace is included, you will have Access to unlimited Dynamic Slides to download and install

30 Minutes FREE Support per month

All Digital Signage clients (year 2018+) receive 30-days of free email/phone support on project completion to ensure that any queries that you may have are answered.

After 30-days, you will default to 'No Agreement' called NCA or Base Support, or you move to a paid support agreement by prior arrangement, such as Total Care (CTCA) or Premium Care (CPCA) which have prioritized turnaround times and other cost-saving benefits.

NCA includes 30 minutes FREE of email/phone Contegro support per month (unless customized in your Company's project proposal). Once your 30 minutes of FREE support is exceeded per month, logged time for the following support tasks will also be invoiced monthly.

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