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Support

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Ensure continuous availability, correct operation, and up-to-date content for all wayfinding components (interactive kiosks, digital signage, mobile apps, location services, backend).

Scope of Services

  • 1st‑Level Support: Centralized intake via phone/email/chat, triage, user guidance, and resolution of common issues; ticket creation and tracking.
  • 2nd‑Level Support: In‑depth troubleshooting of software, routing logic, CMS configuration, integration points, and permission issues.
  • 3rd‑Level / Vendor Escalation: Coordination with developers and hardware vendors for firmware, device faults, and code defects.
  • Remote Diagnostics & Management: Secure remote access for log analysis, service restarts, configuration changes, and software deployments.
  • Monitoring & Alerting: 24/7 health checks for device/status, service availability, performance metrics, and automated alerting for outages or degradation.
  • Maintenance & Updates: Scheduled OS/firmware/security patches, CMS/content rollouts, map/routing data updates, and routine preventive maintenance.
  • Backup & Recovery: Regular backups of configurations and content, tested recovery procedures, and disaster-recovery coordination.
  • Security & Compliance: Access control, encryption, vulnerability management, secure remote access, and compliance reporting.
  • Change & Release Management: Staging/testing of releases, planned deployments, rollback procedures, and change documentation.
  • Reporting & KPIs: Periodic reports on uptime, incident volumes, response/resolution times, trend analysis, and improvement recommendations.
  • Training & Documentation: End‑user guides, administrator manuals, and operator training sessions.

Service Levels & Communications

  • Defined SLAs with priority tiers, target response/resolution times, and escalation paths.
  • Transparent ticket updates, incident post‑mortems, and continuous improvement cycles.

Optional Add‑Ons

  • Content management and design services (signage text/layout).
  • System integrations (BMS, IoT feeds, real‑time transit data).
  • Multilingual support and accessibility validation.
  • Dedicated account management and periodic on‑site reviews.