At ScreenCloud, we pride ourselves on delivering exceptional support to all users with 24/5 access to expert help via live messaging, email, and our intelligent virtual assistant, Screeny, who’s available 24/7 to guide you instantly.
But for growing teams, mission-critical environments, or customers who demand more speed, personalization, and strategic alignment, ScreenCloud Premium Support takes service to a whole new level.
Whether you're rolling out digital signage across hundreds of locations or troubleshooting high-priority issues on tight timelines, Premium Support gives you faster answers, deeper support, and a team that knows your business inside and out.
Premium support comes available on the Enterprise plan. If you are on another plan, you can make a request for the service as an add-on by contacting support. Pricing is dynamic and based on your subscription use case.
Premium vs. Standard support
Feature | Standard Support | Premium Support |
Live Chat & Email Support | ✔️ | ✔️ Priority Access |
WhatsApp Support | ✔️ | ✔️ Priority Messaging |
Phone Support | ❌ | ✔️ Available via Live Chat Prompt |
Chat with Support in Microsoft Teams | ❌ | ✔️ Available on request |
Chat with Support in Slack | ❌ | ✔️ Available on request |
Response Time (P2 Issues) | 6 Hours | ⚡ 2 Hours |
Response Time (P3 Issues) | 1 Business Day | ⚡ 8 Hours |
Customer Success Manager | ❌ | ✔️ Included |
Dedicated Support Engineer | ❌ | ✔️ Included |
Proactive Case Monitoring | ❌ | ✔️ Yes |
Faster Resolution Times | ✔️ | ⚡ Prioritized Routing & Fixes |
❌ | ✔️ Yes |
Why choose Premium Support?
Strategic partnership
Get more than just answers. With a Dedicated Customer Success Manager, you’ll receive proactive guidance tailored to your goals, whether it is improving adoption, planning a new rollout, or driving measurable results from your signage network.
Expert troubleshooting
Gain direct access to a Dedicated Support Engineer who understands your environment. No more starting from scratch, just fast and focused help from someone who knows your setup.
Speed when it matters
When time is critical, Premium Support puts you at the front of the line. With priority routing, accelerated SLAs, and faster fixes, your requests are handled with urgency and precision.
Real-time support
For those “we need help now” moments, Premium customers can initiate phone support directly through our live chat. Get connected fast with no delays and no waiting games.
Proactive monitoring
Do not just wait for answers, get them before you even ask. With proactive case management, we keep an eye on your open issues and drive resolutions forward without you needing to chase us.
Comparison of response times (SLAs)
Priority Level | Description | Premium | Standard |
P1 – Critical (App Down) | Severe outage or platform failure | 1 Hour | 1 Hour |
P2 – High (Serious Degradation) | Major feature broken, workflow blocked | 2 Hours | 6 Hours |
P3 – Medium (Moderate Impact) | Partial feature issue, workaround available | 8 Hours | 1 Business Day |
P4 – Low (General Questions) | Minor issue or informational request | 12 Hours | 2 Business Days |
Chat with ScreenCloud Support in Microsoft Teams
Available upon request
If your organisation works in Microsoft Teams, you can get help without leaving it. On request, we'll invite your team to a dedicated ScreenCloud support channel, so you can message ScreenCloud Support and our virtual assistant, Screeny, from your own Microsoft Teams app.
Here's what that looks like day to day:
You message us in the ScreenCloud support channel, the same way you'd message a colleague.
Screeny replies straight away where it can, and passes anything it can't resolve to a member of our support team.
Replies appear as threaded messages in the same channel, so conversations stay organised.
Quick replies and satisfaction surveys appear as interactive cards right inside Teams.
We can also post ticket status updates in the channel, so you can follow progress without switching tools.
How it works
When you request Microsoft Teams support, ScreenCloud creates a dedicated support channel in our own Microsoft Teams and invites your nominated contacts to join it. There's nothing for you to install. Because the channel is hosted in ScreenCloud's Microsoft 365 organisation rather than yours, your IT team may need to allow access, as covered below.
What your Microsoft 365 admin needs to do
Your team joins the channel as external guests. Most organisations allow this by default, but if your Microsoft 365 settings are restricted, ask your IT or Microsoft 365 admin to check the following before we send invites:
Check | Where (Microsoft admin center) | What to do |
Collaboration with ScreenCloud is allowed | Microsoft Entra ID > External Identities > Cross-tenant access settings | If your organisation only allows collaboration with approved domains, add screencloud.com. We'll confirm our exact domain when you request the channel. |
External access isn't blocked in Teams | Microsoft Teams admin centre > Users > External access | Make sure external domains are set to Allow all, or add screencloud.com to your allowed list. |
Device policies won't block sign in | Microsoft Entra ID > Conditional Access | If your organisation only allows sign in from managed devices, add an exception for staff joining the ScreenCloud channel. Otherwise they may see Microsoft error 53003 when opening it. |
Nominated contacts accept the invite | Each user's email or Teams | Each person accepts a single invite by email or in Teams to confirm their identity and join the channel. Nothing needs to be installed. |
Once these are confirmed, let us know and we'll send the channel invite to your nominated contacts.
Seeing error 53003? This almost always means a Conditional Access policy is blocking access from that person's device. Only your admin can fix this, either by allowing access from unmanaged devices for the channel or by enrolling the device.
Chat with ScreenCloud Support in Slack
Available upon request
On request, we'll set up a support channel in your company's own Slack workspace that connects directly to the ScreenCloud Support team, so you can message ScreenCloud Support and Screeny without leaving Slack. It appears in your sidebar like any other channel. This uses Slack Connect, Slack's feature for channels shared between two organisations, and ScreenCloud only has access to this one channel.
Replies, quick reply buttons and satisfaction surveys work the same way as in Microsoft Teams, and you can start a new conversation with an emoji reaction.
What your Slack admin needs to do
A couple of Slack settings can get in the way. Ask your Slack admin to check the following:
Check | Where (Slack admin console) | What to do |
Slack Connect is turned on | Settings & administration > Organisation settings > Slack Connect | Make sure Slack Connect channels are enabled. If your workspace only allows certain domains, add screencloud.io. |
Admin approval for external invites | Settings & administration > Permissions > Slack Connect | If invites need admin approval, your admin will need to approve ours before the channel goes live. |
Nominated contact accepts the invite | Slack | We'll send a Slack Connect invite to your nominated contact. They accept it in Slack and choose which workspace to add the channel to. If your workspace needs admin approval, the invite goes to your admin to approve before the channel appears. |
Once these settings are in place, let us know and we'll send the invite.
Is premium support right for you?
If your team relies heavily on ScreenCloud for operations, or if speed, white-glove service, and tailored support are critical to your success, Premium Support is designed for you.
Let us be your partner, not just your provider.
Chat with or email us today to upgrade or learn more about how Premium Support can help your organization get the most from ScreenCloud. If you are on the Enterprise plan, premium support is already available to you.