Legal
Support terms
Last updated October 1, 2026
These terms describe what our Essential and Premium support plans include and how quickly we respond. They are part of the terms of service between you and Vistapane LLC. Plans are per server, billed monthly, and you can cancel any month.
Business hours
Monday to Friday, 8 am to 5 pm Arizona time (MST, which doesn't change for daylight saving), except US federal holidays. "Business day" means one of these days. Response times below count business hours only, unless they say otherwise.
What each plan includes
| Without a plan | Essential $99/month | Premium $249/month | |
|---|---|---|---|
| Updates | Download and install them yourself | We install them for you | We install them for you |
| Email support | Help getting started, best effort | Response by the next business day | Response within 4 business hours |
| Phone support | No | No | Yes, during business hours |
| Monitoring | No | No | Server and screens, around the clock |
| Remote fixes | No | Help by email | We connect and fix it, starting by the next business day |
| Quarterly check-in | No | No | A 30-minute call every quarter |
Updates (Essential and Premium)
- We install each new release within 10 business days, at a time that suits you.
- For a security fix we mark as urgent, we aim to install it within 2 business days.
- Before an update, we copy your data folder so we can roll back if something goes wrong.
Monitoring (Premium)
Your Vistapane server checks in with our license server about every 10 minutes. Monitoring watches those check-ins around the clock:
- Server offline: no check-in for 30 minutes.
- Screens offline: fewer screens online than expected for 30 minutes. We agree with you on the expected number and on any quiet hours, for example nights and weekends when display PCs are turned off.
When an alert opens, we and your contact on file both get an email. During business hours we start looking into it within 4 business hours, and we contact you if it needs action on site. Alerts that open outside business hours are picked up at the start of the next business day. We email again when the problem clears.
Monitoring needs an online license, since offline licenses never check in. It can only see what the check-ins report, so it can't tell, for example, that a TV was switched off while its display PC is still running.
Remote fixes (Premium)
For problems with Vistapane, we connect to your server or display PCs and fix them, starting by the next business day after you report the problem or an alert opens. You provide the remote access, using your own remote support tool or one we send you. We only connect when you've agreed to it.
What support covers
Support covers the Vistapane software: the server, admin, Vistapane Player and Vistapane Panel. It doesn't cover:
- hardware repairs, such as TVs, PCs, tablets, cables and network equipment
- your network, firewall, Wi-Fi and Microsoft 365 setup, beyond telling you what Vistapane needs
- making content, such as slides, videos and dashboards
- problems caused by changes to the software or its files that we didn't make
- servers running a version more than 12 months old, until they're updated
We'll gladly help with these if we can, and we'll tell you first if there's a charge.
How to reach us
- Email hello@vistapane.com from the contact address on your plan. Include the server's organization name, and what happened.
- Premium customers also get a support phone number with their welcome email.
About these targets
Response times are when we start working on your request, not a promise of when it will be fixed. They're targets we take seriously, not guarantees. If we keep missing them, tell us. You can cancel any month, and for any month in which we missed a Premium target more than twice, we'll credit that month's fee on request.
Changes
We may improve these terms at any time. If a change takes something away from your plan, we'll give you 30 days' notice, and you can cancel before it applies.