Zynchro Support


Zynchro's support services are limited to Tier 3, and are exclusively available to our direct clients. We cannot assist end users of third-party organizations, client branches, subsidiaries, sub-clients, and other entities (when and if applicable).

Zynchro users are expected to have a certain level of prior knowledge of BrightSign to resolve technical inquiries. Additionally, our help documentation at https://zynchro.helpdocs.com is available to assist users. We strongly encourage our clients to review the BrightSign tutorials and training resources, thoroughly study the Zynchro help documentation, and conduct comprehensive in-office testing to simulate the hardware and connectivity conditions they will encounter in their existing business facilities.

Our warranty covers all bugs, while any non-bug-related issues will be considered additional assistance and charged at the specified hourly rate.

Zynchro provides two types of support: Standard and Dedicated Priority:

Standard Support.
Our Standard Support is accessible through Zynchro's online ticket system at https://zynchro.teamwork.com/support/#/tickets/new. Our Standard support team is available Monday to Friday from 9:30 am CST to 6:00 pm CST. Please note that e-mail response times may vary and take up to 72 hours.

Dedicated Priority Support.
Zynchro's team of Dedicated Priority Support agents is trained to understand the client's unique needs and requirements and is responsible for providing personalized support and solutions to our clients.

You can access our Dedicated Priority Support via Zynchro's online ticket system at https://zynchro.teamwork.com/support/#/tickets/new. Our support team is available Monday to Friday from 9:30 am CST to 6:00 pm CST, and we guarantee that Priority Dedicated Support requests will be responded to within 24 hours.

Our Dedicated Priority Support covers a range of requests, such as customized inquiries, training, BrightSign presentation development, Zynchro customizations, testing, content management, and more. Please note that these services will be charged at the specified hourly rate.

We offer the following payment options for our Dedicated Priority Support services:
  • Bucket of Hours: The client can purchase a prepaid number of hours, which will be deducted as requests are made. Starting from 10 hours. Discounts may apply for pre-payment.
  • Fixed Monthly Retainer: The client hires a fixed number of hours per month, and the monthly fee remains constant. Unused hours can be carried over to the following month, up to a limit of 12 months.
  • Monthly Payment by Usage: The client pays for all used hours at the end of the month.

To request Dedicated Priority Support, your company must have purchased a bucket of hours or entered into a fixed monthly retainer or monthly payment by usage agreement with us beforehand.