1. Scope
This policy applies to customers with an active PulsePanels subscription and to the platform, official player applications and services covered by that subscription. Support is provided by Technoserve W.L.L., Doha, State of Qatar.
The specific support entitlements available to you depend on your plan and any order form or master agreement. Where a signed agreement sets different support terms, that agreement prevails.
- Supported: the PulsePanels cloud platform and web dashboard, official player applications, and account and billing assistance.
- The exact set of features and entitlements per plan is described at the point of purchase or in your order form.
- Beta, preview and experimental features are supported on a best-effort basis only and are excluded from response targets.
2. Support channels
You can reach us through the following channels:
- Email — support@pulsepanels.com.
- In-app support chat — in the PulsePanels app. An AI assistant may answer first; you can ask to be handed over to a member of our support team at any time.
- In-app support tickets — open and follow a ticket from the PulsePanels app.
- Help Center — self-service guides at https://help.pulsepanels.com, available 24/7.
3. Support hours and language
Our support team is available Sunday to Thursday, 8:00–17:00 Arabia Standard Time (AST, UTC+3), excluding public holidays in the State of Qatar. In this policy, "business hours" and "business days" refer to these support hours. The Help Center is available at all times.
Coverage for critical (Severity 1) incidents outside these hours is available to enterprise customers by contract.
Support is provided in English and Arabic. Support in French is provided on a best-effort basis.
4. Severity levels
When you contact support, we classify each issue by severity based on its impact. The table below describes the levels we use.
| Severity | Description | Examples |
|---|---|---|
| Severity 1 — Critical | The service is down or all screens are affected, with severe business impact and no workaround. | The platform is unavailable; screens across an account are showing no content or a persistent error. |
| Severity 2 — Major | A major feature is broken or many screens are affected; a partial workaround may exist. | Content publishing repeatedly fails; a core feature is broken for many screens. |
| Severity 3 — Minor | A minor issue, or a problem affecting a single screen, with limited impact or a reasonable workaround. | A non-critical feature behaves incorrectly on one screen; a cosmetic or intermittent defect. |
| Severity 4 — Question / request | A general question, guidance request, or non-urgent change or feature request. | How do I configure a playlist? A request for documentation or a future enhancement. |
5. Initial response targets
We aim to give a first human response within the following targets, counted during support hours from when we receive your request:
| Severity | First human response target |
|---|---|
| Severity 1 — Critical | 4 business hours |
| Severity 2 — Major | 1 business day |
| Severity 3 — Minor | 2 business days |
| Severity 4 — Question / request | 5 business days |
6. What is included and what is out of scope
Included
- Help with using and configuring the platform and official player applications.
- Investigation of suspected defects in the Services and, where confirmed, working toward a fix.
- Account, subscription and billing assistance.
- Guidance on supported devices and supported player versions.
Out of scope
- Creation, design or management of your content, playlists or campaigns on your behalf.
- Hardware faults — hardware we supply is covered by the Hardware Warranty; other hardware is covered by its own manufacturer's warranty.
- Network, internet connectivity, power or on-site infrastructure issues outside of our platform.
- Custom development, bespoke integrations or professional-services work not covered by your subscription.
- Issues arising solely from beta, preview or experimental features, which are supported on a best-effort basis only.
- Problems caused by use of the Services contrary to our documentation, Terms of Service or Acceptable Use Policy.
7. Escalation
If a response target is missed, or you believe an issue has been misclassified or is not progressing, you can ask us to escalate it:
- Reply to your existing support ticket asking for escalation, and explain the business impact so we can re-assess the severity; or
- Email support@pulsepanels.com with "Escalation" in the subject line and your ticket reference.
Enterprise customers can also use the escalation contacts named in their contract.
8. Self-hosted and on-premise support
Self-hosted and on-premise deployments are supported under the customer's contract, which sets the scope, channels and response times. Assistance is provided remotely, by email or remote session. Updates are delivered as versioned offline bundles.
9. How to get help
To open a support request, email support@pulsepanels.com, use the support chat or open a ticket in the PulsePanels app. To help us respond quickly, please include:
- A clear description of the problem and the impact on your operation.
- The affected account, screen(s), player platform and version where relevant.
- Steps to reproduce the issue, along with any error messages or screenshots.
- When the issue started and whether it is ongoing or intermittent.
10. Contact
For support, contact us at support@pulsepanels.com. For sales or plan questions, contact sales@pulsepanels.com.
Contact
- Support: support@pulsepanels.com
- Sales: sales@pulsepanels.com
Change history
- v1.0.0 · 2026-10-03 — First published version.
- v0.1.0-draft · 2026-07-28 — Initial internal draft prepared for review.