Priority Support

Overview

The BrightSign Support page offers several avenues for solving issues: Email support, FAQs, documentation, and forums. However, all these solutions can take time, and sometimes you need immediate, comprehensive assistance to get a digital signage setup up and running. For this reason, we are offering a new Priority Support feature, which ensures that you receive a call back from our support team within a certain number of business hours or days.

Note that Priority Support is an additional feature and is not replacing our other support options: Email-based support is still completely free, and Email response times will remain consistent.

Purchasing Details

Priority Support is offered at two price tiers:

Call Back ($100.00): Schedule a call with BrightSign Technical Support within the next business day.

Priority Call Back ($400.00): Schedule a call with BrightSign Technical Support within the next 4 business hours.

Note: Business hours and days are defined as 9AM GMT to 12AM GMT, Monday through Friday.

To purchase a call back, visit the BrightSign Store. The Call Back and Priority Call Back options are located under Services near the bottom of the page. Once you've purchased a Call Back or Priority Call Back, a member of the support team will contact you to get a description of your issue and detailed contact information.

Have more questions? Submit a request

18 Comments

  • 0
    Avatar
    Pierre Denis

    Customers facilities such as retail museums entertainment restaurant are open during the week-end. 

  • 0
    Avatar
    Hemant Desai

    Why do I want to pay you 400 for brand new units not working

  • 0
    Avatar
    Alex Karbuiuk

    Hi Hemant,

    What have you tried to do and what isn't working? Have you watched our training videos and read quick start kit? Here's a link: https://www.brightsign.biz/training/overview/ What is your support ticket number?

  • 2
    Avatar
    John Reis

    I agree with others - you guys need to provide tier 1 24/7 support and regular/full support during normal business hours. The cost of $400 for a 'quick' call back is highway robbery and not a great way to show your support to your dealers/installers.

  • 0
    Avatar
    GregP64

    I have watched all the videos, read the quick start, and done all that has been suggested.

    So far, a unit that is not even 6 months old does not display the presentation via HDMI. It displays while booting but goes blank when the presentation is supposed to start.

    Took the same SD card into other units same model and they work fine, and took the SD card from a unit that works onto this one and still does not display. 

    Created the presentation several times thinking i might have done something wrong, but the presentation is a single JPG image, i don't see how i can do that wrong.

    The unit is on a display in the lobby at the client's and it's been down for a week. Yet i can't contact anyone and have to wait now almost a week for a reply, and you guys are asking for $400 so that i can give the client some resolution while they are on my back about getting it resolved because their lobby display is blank.

    Also, "Priority" support means $400 for a call "Within 4 hours" while i am onsite at a client's Lobby? 

    I think this model of support needs some serious revision

  • -1
    Avatar
    Alex Karbuiuk

    John,

    Full free support is available via emails (ticket system). Tickets are handled fast. If you need training on the product, it must be setup beforehand.

    Useful material:

    Training videos / webinars:

    http://www.brightsign.biz/training/

    User guides and documentation:

    http://support.brightsign.biz/entries/314526-brightsign-user-guides-troubleshooting

    Downloads page:

    http://www.brightsign.biz/downloads/

    Demo presentations (published and source files):

    http://www.brightsign.biz/demos/

    Frequently Asked Questions:

    http://support.brightsign.biz/categories/20038092-frequently-asked-questions/

    Forums:

    http://support.brightsign.biz/categories/20036772-brightsign-support-forums

  • 0
    Avatar
    Alex Karbuiuk

    Greg,

    We sent you instructions in support ticket #34735 and waiting for the results.

  • 1
    Avatar
    Joel Williams

    This company's support service is going to end up costing them a 3000 unit school district deployment! Too bad... 

  • 0
    Avatar
    Alex Karbuiuk

    Hi Joel,

    What problem do you have?

  • 0
    Avatar
    Joel Williams

    I am having several issues. The players in use have all been updated to the latest firmware and the latest release of BrightAuthor is in use. Players are XD232 Some of the issues:

    Text won't scroll in RSS feeds. It has been changed from animated to scrolling to fixed and back again. After this change happens the words become large and static, and only 2 or three of the words are shown and it goes to the next line break. The text has no sizing options, transparency doesn't change and if the feed happens to scroll it contains weird characters and the scroll speed will not change.

    When updating the player with a new presentation, the red error light flashes and the player continuously reboots.

    Preview in BrightAuthor does reflect what is going to be published. For instance the screen remains black or it will show one of the five zones. To go along with this when adding a background ground zone it will not show up. some time the presentation can be discarded and a new one started and then the background will show up.

    Some images won't drag over into the playlist, normally i would know that it is an incompatible image file type, but the same image was used in a previous presentation.

    The training videos offer some support but they do not cover some of these issues. Secondly, my office and the district have web filter security and your support site cannot be accessed due to this. I cannot speak for the school but my office has very lenient web filters and i still am not able to access the site. My browser states because the site is using HSTS. I have no idea what that means, but its very frustrating for myself and my clients when support can't be obtained. Even more frustrating when you can't get someone on the phone or a $100 to $400 charge is the offered options. 

    I have other issues but these listed seem to be the most occurring. Maybe we can start there and resolve some of these and retain the client. I have fought pretty hard to get BrightSign into the district to replace Safari Montage but its becoming a losing battle. Any help is greatly appreciated. Forgive me if i seem pissy, and although I am no expert, I understand and know how to use the software a good bit and these issues are giving me quite a bit of frustration as well.

  • 0
    Avatar
    Alex Karbuiuk

    Joel,

    I created support ticket # 36238 to resolve your issues. Please reply in the ticket.

  • 0
    Avatar
    Mark B

    Team,

    I never got any call back for a sales question.  None of the training documentation answers 2 questions:

    1.  Can the image hold time (refresh) be changed to a speed LESS than 1 second?

    2.  Can a 4K player be set to output a 1080p signal of a 1080p QUADRANT of a 4K MOV file?  IF so, how?  This will allow for four 4K players connected to four 1080p displays in a 2x2 arrangement show a single synced 4K image.

    -Mark 

  • 0
    Avatar
    Alex Karbuiuk

    Hi Mark,

    1. If you need to play image for a half of second, then you should enter 0.5 in the Timeout event. You can enter 0.1, 0.05 and other values respectively.

    2. You can create a stretched BrightWall 2x2 presentation in BrightAuthor, add a 4K video file to a wall. Each 4K unit will decode a quadrant of a source 4K file and play it.

  • 0
    Avatar
    Serhat Tunc

    "Full free support is available via emails (ticket system). Tickets are handled fast."

    Thats not correct. I have waited 1 month now on your answers! 

  • 0
    Avatar
    Sr. Support America

    Serhat, I'll check on any open requests you have to see what the delay is. 

  • 0
    Avatar
    Hemant Desai

    Dear Sir, my unit

    L2D575010894 is connected at the location thru the location wifi. But, I am not able to see the unit on my bright author. This was the same story for last 5months with this location. So I put new media player XD232 and still the same problem.

    Can you please tell me what it can be? This is mind boggling and have wasted lots of time. I have checked the Wifi it shows on the screen the IP address it is connected. But, I am not able to see it on my 

  • 0
    Avatar
    Hemant Desai

    BA and not able to change the content remotely either.

  • 0
    Avatar
    Sr. Support America

    Please submit a ticket to support@brightsign.biz. Please include a login to the bsn account, if that's what you're using, setup for support@brightsign.biz.  Have you tested the player on a wired connection to see if it's a wireless only issue?

Article is closed for comments.
Can't find what looking for? Try to
Powered by Zendesk