Customer Support

Customer Support Plans

Tailored Support for Every Business

From helpdesk support to strategic sessions, we have a support plan to fit your business needs.

	Premium Care Plan	Total Care Plan	Pay-As-You-Go Plan
	6 hours of monthly support with priority service, ideal for businesses with essential communication needs.	3 hours of monthly support, perfect for businesses looking to maximise their communication channels.	Vibe's 'PAYG' plan offers hourly support, ideal for businesses needing minimal assistance.
Helpdesk Support
In-person Training			Add-on
Regular Check-ins
Quarterly Strategy Sessions
Screen Up-time Monitoring
24 hour support	Add-on	Add-on

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Frequently Asked Questions

What is Premium Care?

Premium Care is our highest level offered with 6 hours of support allocated per month which can be used on a range of services from support through to design and management of your slides. This plan is ideal for businesses with critical communication channels. This package ensures absolute priority of support with 24/7 monitoring of your content management platform, priority response times and allocated support time. If your platform goes offline, an email is automatically sent to our support ticket system. Our support team will investigate the outage during normal working hours.

What is Total Care?

Total Care is our second tier offered with 3 hours of support allocated per month which can be used on a range of services including general support, content load management and design services. Perfect for businesses who want to take advantage of a range of varied in-house services to get the most from their communication channel activities. You also have the added advantage of receiving priority over our base service level clients.

What is Pay-As-You-Go?

Pay-As-You-Go (PAYG) is our most basic level offered, charged by the hour. This plan is ideal for businesses who need minimal help to operate Vibe.fyi. While we will do all we can to ensure your communication channel network remains on-track and achieving your business objectives, we do encourage you to consider our Total Care or Premium Care Agreements for further assurance and value for money.

If I have unused hours at the end of the month, will it carry forward?

Any unused hours within the month can be transferred to one following month only if you request it.

How do I know which Support Plan is right for my organisation?

Communication channel requirements, impact on day-to-day business, requirements for updating content, and management time will vary from business to business.

Talk to our team to find out which plan will suit you. If your organisation requires a specific, tailor-made support solution, we would also be happy to accommodate you.

Can I upgrade or downgrade my support plan?

Yes, you can upgrade or downgrade your support plan by providing at least 7 days' notice, prior to your next invoice renewal date. The change to your support agreement will take effect on your next invoice renewal date.

Virtual Assistant Plans

Simplify Communications with Vibe Assist

Our bespoke Vibe Assist service takes the initiative to help you produce and manage top-down employee communications, relieving internal resource pressure.

Coordinate communication

Your Vibe Assistant will liaise with key stakeholders to coordinate communication material.

Edit content

Your Vibe Assistant will make sure your content is bite-sized and relevant to your audience.

Produce Vibe slides

Let your Vibe Assistant produce visually stunning content from our Template Library.

	Standard Plan	Plus Plan	Pro Plan
Dedicated hours	9 hours per month	22 hours per month	35 hours per month
24 hours support	Add-on	Add-on	Add-on

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Frequently Asked Questions

What's the difference between Customer Support plans and Vibe Assist?

Our Customer Support plans are designed to help you if you run into issue, or just need more help with training and support. Our Vibe Assist is a bespoke service designed to proactively create and manage your content to take the pressure off you!

What is the benefit of Vibe Assist?

With your Vibe Assistant, you’ll find that sticking to your communication plan is easy because you can take the pressure off internal resources and allow us to coordinate, edit and publish your ongoing communication content.

Does Vibe Assist provide user training?

Yes, you can use Vibe Assist time to receive training for new users.

Does Vibe Assist include development services?

Yes, we can include a range of development services to help with your future internal corporate communication requirements, such as custom API development, custom slide design and template development

Can my Vibe Assistant do tasks that aren't related to Vibe.fyi?

Unfortunately not! Vibe Assist is purely for assistance with Vibe.fyi Software and Hardware.

If I have unused hours at the end of the month, will it carry forward?

Any unused hours within the month can be transferred to one following month only if you request it.

Is there a minimum term to Vibe Assist?

There is no minimum term, you can cancel your subscription at any time.

Can I upgrade or downgrade my Vibe Assist tier?

Yes, you can upgrade or downgrade your tier by providing at least 7 days notice, prior to your next invoice renewal date. The change to your subscription plan will take effect on your next invoice renewal date.

What are the Terms of Service?

Please refer to Vibe.fyi Terms of Service

We started with COVID messages, but after 6 months, we were communicating other business events on site.

We're using Vibe for EVERYTHING. Facebook groups, café menus, surveys (with a QR code), internal videos, welcoming our summer interns, Christmas messaging from our CEO + more!

- Fisher & Paykel Healthcare

We easily share information to staff in all locations that isn't always available to them.

The different templates are a bonus - there's always a layout that works.

- DHL Freight Forwarding

You can just have it all on Vibe.

Even when you’re at home, you can have these snackable bits of content you can retain, instead of having to check an email, look at an announcement, go from one platform to another.

- Silverfin

We have found Vibe very effective as an implementation model for dashboard content.

It helps us visualise data. It’s a great system and I would definitely recommend it.

- Vulcan

Vibe helps us get internal messaging to staff in a fun, graphic format.

As well as the serious stuff, slideshows of staff events are very popular. Plus, promote our outward-facing social media content inwardly to staff and visitors.

- City Rail Link

We are now able to share general company information and specific site information to large groups of people.

It suits our teams and contractors in different locations, which in the past has been difficult to communicate with.

- Ryman Healthcare

Before Vibe there was a lot of 'printed flyers' which is both costly and environmentally unfriendly.

With Vibe's on-screen format it’s easy to make changes instantly on the fly without the need for a reprint. No more excuses from staff not reading internal emails. Messaging is right there, on the screen.

- City Rail Link

Really great for providing snackable and understandable content, it’s visually a great way to communicate.

The impact when people see our big digital wall at reception is great.

- Zespri International

This software has helped stop geographical office separation and team silos.

Meetings are shorter. We get immediate reporting to the whole business on performance without having to send more emails to get the data required.

- Marketing Specialist

It's very cool and a great way to communicate with and engage my non-wired employees.

The digital templates are extensive and the Vibe team support is outstanding. The feedback I get from my team tells me we're on the right track.

- Fletcher Steel

Workplace digital signage support plans