Support
Who is responsible for what
Self-hosting divides the work, and a page that is vague about which side of the line a problem falls on is a page that causes an argument later.
Ours
The software, and getting it running
- Installing it on your server, or handing you scripts that do
- Provisioning your first screens with you, however many that is
- Training whoever will use the panel — usually under an hour
- Bugs in the product, fixed and shipped
- Answering questions from your IT and security teams
- The Android signing key, so you are never locked out of updating the app
Yours
The machine it runs on
- Keeping the server patched and backed up
- The network the screens sit on
- Physical access to the screens themselves
- Deciding who gets an account and which role
We will help with any of it. But the line has to be somewhere, and this is where self-hosting puts it.
Before you call
The three things that are usually wrong
In rough order of frequency. All three are visible in the panel before anybody notices them on a wall.
A screen is offline
Nine times in ten it is power or network, not software. The panel shows when it last reported, which narrows it immediately: minutes ago means network, days ago means somebody switched it off at the wall.
An alert did not appear on one screen
Check whether that screen is flagged as unable to cover other apps. A set missing the overlay permission plays its own content perfectly and carries no alert over anything else.
A schedule did not fire
The health page says whether the scheduler is running and which mode it is in. This is the failure that looks like nothing at all, which is exactly why the page reports it.
Getting hold of us
A person, in working hours
We are a small team, which means whoever answers can usually fix it rather than route it. It also means we are not a twenty-four-hour operation, and pretending otherwise would be worse than saying so.
If you need a contractual response time outside working hours, that is a support agreement rather than a licence — ask, and we will quote for it properly rather than implying it is included.
Direct
+44 7488 265083hello@fugenservices.co.ukInclude the screen name from the panel and roughly when it started. That is usually enough to answer without a call.
Other ways to reach usSee it running on your own screens
We will set up a live system with your own login, and walk you through anything you want to see.
No open demo, no sign-up wall — a person reads every request.