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 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 |
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 |
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 |
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.