DotSignage Customer Support & Service Level Agreement (SLA)

Last updated on 14th July 2026

1. Purpose

This Service Level Agreement ("SLA") outlines the support services and service availability commitments provided by DotSignage to eligible customers. It defines our support channels, response time objectives, and platform availability commitments.

2. Eligibility

This SLA applies only to active, paying DotSignage customers with a valid subscription.

This SLA does not apply to:

  • Resellers
  • White label partners
  • OEM partners
  • Trial accounts
  • Suspended or terminated accounts
  • Customers operating under a separate written support agreement

Support terms for resellers, white label partners, and OEM partners are governed by their respective agreements.

3. Support Channels

Email Support

Email support is available 24 hours a day, 7 days a week.

Support Email: support@dotsignage.com

Phone Support

Phone support is available:

Monday through Friday
4:00 AM – 4:00 PM Eastern Time (ET)

Phone: +1 475 465 5787

Text: +1 315 915 5787

Phone & Text support availability may be limited during U.S. public holidays.

4. Service Availability (Uptime Commitment)

DotSignage is committed to maintaining a reliable cloud-based digital signage platform and targets 99.9% Monthly Uptime for the DotSignage cloud service.

Uptime Calculation

Monthly Uptime is calculated as:

Monthly Uptime (%) = ((Total Minutes in the Month − Unplanned Downtime) ÷ Total Minutes in the Month) × 100

Uptime Exclusions

The uptime commitment does not include service interruptions resulting from:

  • Scheduled maintenance announced in advance whenever reasonably possible.
  • Emergency maintenance required to protect the stability or security of the platform.
  • Internet service provider (ISP) outages.
  • Customer network connectivity issues.
  • Customer-owned hardware failures, including displays, media players, computers, or networking equipment.
  • Power failures or environmental issues at the customer location.
  • Third-party cloud providers or services outside DotSignage's reasonable control.
  • Customer configuration errors, misuse, or unauthorized modifications.
  • Force majeure events including natural disasters, acts of government, war, terrorism, labor disputes, or other circumstances beyond DotSignage's reasonable control.

DotSignage continuously monitors its infrastructure and makes commercially reasonable efforts to restore service as quickly as possible in the event of an unexpected interruption.

5. Support Priority Levels

The response times below represent the maximum target time for DotSignage to acknowledge and begin investigating a reported issue.

Priority Description Initial Response Time
Priority: Priority 1 – Critical Description: Complete service outage or a critical issue preventing normal business operations with no available workaround. Initial Response Time: Within 1 Hour
Priority: Priority 2 – High Description: Major functionality is impaired, but the service remains partially operational or a temporary workaround exists. Initial Response Time: Within 6 Hours
Priority: Priority 3 – Medium Description: Non-critical software issue, bug, or functionality not operating as expected with limited business impact. Initial Response Time: Within 1 Business Day
Priority: Priority 4 – Low Description: General questions, configuration assistance, cosmetic issues, documentation requests, or feature requests. Initial Response Time: Within 2 Business Days

6. Response Time vs. Resolution Time

The response times stated in this SLA refer to the initial acknowledgment of a support request.

Actual resolution times depend on several factors, including:

  • Issue complexity
  • Required investigation
  • Availability of customer information
  • Third-party vendor involvement
  • Software updates or releases required to resolve the issue

DotSignage will use commercially reasonable efforts to resolve all issues as quickly as possible.

7. Customer Responsibilities

To help us investigate and resolve issues efficiently, customers should include the following information when contacting support:

  • Organization name
  • Device name(s) or Screen ID(s)
  • Description of the issue
  • Date and time the issue occurred
  • Steps to reproduce the issue (if applicable)
  • Screenshots, videos, or error messages when available

Providing complete information helps reduce investigation and resolution time.

8. Exclusions

This SLA does not cover issues caused by:

  • Internet connectivity problems.
  • Customer-owned hardware failures.
  • Unsupported operating systems or browsers.
  • Third-party applications or integrations not provided by DotSignage.
  • Improper installation or configuration performed by the customer.
  • Unauthorized modifications or misuse of the platform.
  • Force majeure events beyond DotSignage's reasonable control.

9. Planned Maintenance

DotSignage may perform scheduled maintenance to improve platform performance, security, or reliability.

Whenever reasonably possible, advance notice will be provided for maintenance that may impact service availability.

Emergency maintenance may be performed without prior notice when necessary to protect the platform or customer data.

10. SLA Modifications

DotSignage reserves the right to modify this Service Level Agreement at any time.

Any updates will become effective upon publication on the DotSignage website unless otherwise stated.

Continued use of the DotSignage platform after the effective date of an updated SLA constitutes acceptance of the revised terms.

Contact Information

Email Support: support@dotsignage.com

Phone Support: +1 475 465 5787

Text Support: +1 315 915 5787

We appreciate your business and are committed to providing reliable service and responsive customer support.