Software support and maintenance

Decker provides technical support and software maintenance for customers who operate screen networks through the digital signage platform. Support covers daily platform use, content publishing, screen status, device behavior, data synchronization, integrations, incident review, and post-launch operations connected with the Decker security and reliability model.

The support process includes online assistance, knowledge base resources, screen monitoring, failure notifications, training materials, and support packages for standard and enterprise use.

1. How to get help

If you have a question about platform operation, setup, content publishing, screen status, device behavior, data synchronization, or integrations, send a support request with enough details for diagnosis.

A support request should include:

• company or account name;
• location where the issue occurred;
• affected screen, player, or device;
• description of the issue;
• time when the issue started;
• whether the issue affects one screen or multiple screens;
• screenshots, photos, short video, logs, or error messages, if available;
• recent changes to content, schedules, devices, integrations, or network settings.

Clear details help the support team move faster from symptom review to diagnosis.

2. What technical support includes

Decker technical support covers the main questions that appear during everyday platform operation.

Support includes:

• consultation on using the platform and dashboard;
• help with setup and configuration;
• support for content publishing;
• support for schedules and playback scenarios;
• review of screen and player status;
• incident review related to content display;
• assistance with data synchronization;
• assistance with integrations;
• screen status monitoring and failure notifications;
• access to knowledge base and reference materials;
• post-launch support during ongoing operation;
• guidance on Android-based screen devices;
• support for REST API integrations or direct connections with business systems;
• review of telemetry related to devices, content, and screen operation.

Decker uses a web dashboard for administration, Android devices on the screen side, screen and content telemetry, monitoring tools, and integrations through REST API or direct connection to customer systems.

3. Questions we help with

Decker support helps with situations that directly affect platform operation and customer workflows.

Examples include:

• content is not displayed on one or more screens;
• content was published but does not follow the expected schedule;
• prices, product items, or other data did not update from the business system;
• a screen, device, or player needs status review;
• a failure reason needs to be diagnosed;
• a publication, template, or playback scenario needs adjustment;
• an integration, setup, or access rights issue appears;
• employees need training on using the system;
• the customer needs guidance on ongoing operation and maintenance.

Decker includes real-time screen monitoring, failure notifications, POS integration setup, schedule management, online support, and knowledge base materials. These functions form the core support scenarios for the platform.

4. Self-service resources

Some common questions can be resolved without contacting support. Decker may provide reference and training materials to help customer teams work independently.

Self-service resources may include:

• knowledge base;
• FAQ;
• platform instructions;
• setup and operation guides;
• user training materials;
• troubleshooting checklists;
• onboarding materials.

These resources help users solve typical questions, train new employees, and reduce repetitive support requests.

5. What to do during an incident

If an incident occurs, it is important to describe the problem clearly and send support enough information for diagnosis.

Recommended incident steps:

1. Identify the location where the issue occurred.
2. Identify the affected screen, player, or device.
3. Check whether the issue affects one screen or several screens.
4. Describe what happened: no content, outdated content, schedule issue, offline device, failed data sync, or another problem.
5. Record the time when the issue started.
6. Attach screenshots, photos, a short video, logs, or error messages where possible.
7. Send the request to the support team.

A clear incident report helps support move faster from symptom review to diagnosis. This is especially important because Decker works through a combination of dashboard settings, connected devices, data synchronization, and screen telemetry.

6. Incident review process

After a support request is received, the review process may include:

1. Request intake
   The support team reviews the issue description and identifies the affected account, location, screen, device, user, or workflow.
2. Initial review
   The team checks whether the report includes enough information for diagnosis and may request additional details.
3. Impact assessment
   The issue is evaluated by scope, urgency, affected functionality, and business impact.
4. Diagnosis
   The team may review platform-side information, publishing history, device status, telemetry, configuration, integration behavior, or available logs under the data handling practices described in the Decker Privacy Policy.
5. Recommendation or resolution
   Support may provide instructions, correct a configuration issue, propose a workaround, escalate internally, or coordinate the next step.
6. Follow-up
   The team may ask the customer to confirm whether the issue has been resolved.

7. Incident priority levels

Decker may classify support requests by priority to determine review order.

Priority may be updated during the review if new information changes the impact level.

8. Support after launch

Decker support continues after the initial implementation. After launch, the system needs a clear operational support process for content updates, publication control, incident review, user questions, and access to current instructions.

Post-launch support includes:

• consultations on day-to-day operation;
• help with working questions;
• support for content and schedule changes;
• assistance with integrations and data synchronization;
• employee training;
• access to knowledge base materials;
• help with failure diagnosis;
• review of recurring incidents;
• support for screen monitoring;
• guidance on platform workflows.

For enterprise customers, post-launch support may also include a personal manager and a more structured support process.

9. Support for large and enterprise projects

Enterprise projects may require a broader support format. Decker can support larger deployments with additional operational and technical assistance.

Enterprise support may include:

• audit of the current operating model;
• launch support and rollout coordination;
• team training;
• personal manager;
• dedicated technical support;
• support for integrations and customization;
• screen network operation review;
• support for multi-location deployments;
• on-site specialist visit under agreed conditions;
• coordination with customer IT or operations teams.

Enterprise support scope, availability, response rules, and on-site conditions are defined in the applicable customer agreement and the service conditions covered by the Decker Terms of Use.

10. Technical support packages

The table below shows the standard support package structure. Exact conditions may depend on the customer agreement, subscription plan, or enterprise support terms.

11. Software maintenance

Decker may perform software maintenance to keep the platform stable, secure, and up to date.

Maintenance may include:

• software updates;
• bug fixes;
• performance improvements;
• security patches;
• infrastructure updates;
• player application updates;
• database maintenance;
• integration improvements;
• monitoring improvements;
• compatibility improvements.

Maintenance may be scheduled or emergency-based.

12. Scheduled maintenance

Scheduled maintenance is planned technical work that may affect platform availability, performance, publishing, synchronization, or related functions.

Where practical, Decker will use commercially reasonable efforts to:

• schedule maintenance in a way that reduces customer disruption;
• notify affected customers when maintenance may materially affect production use;
• perform updates in a controlled manner;
• restore normal operation after maintenance is complete.

Not all maintenance affects customers. Some updates may be applied without visible interruption.

13. Emergency maintenance

Emergency maintenance may be required without advance notice when immediate action is needed to protect:

• service security;
• system stability;
• customer data;
• platform availability;
• infrastructure integrity;
• content delivery;
• users, customers, or third parties.

Emergency maintenance is used when delaying action could create greater operational, security, or data risk.

14. Customer responsibilities

Support works faster when the customer provides accurate information and maintains the local environment required for the system to operate.

Customers are responsible for the local environment and customer-side obligations described in the Decker Terms of Use, including:

• maintaining internet connectivity at locations;
• keeping local networks, Wi-Fi, Ethernet, firewalls, and VPN settings functional;
• maintaining screens, Android devices, TV boxes, and other local hardware;
• using supported file formats and content settings;
• keeping account users and permissions up to date;
• protecting passwords and access credentials;
• providing timely information during incident review;
• following reasonable support instructions;
• reviewing content, schedules, and publications before use.

Decker may assist with diagnosis, but issues caused by local hardware, internet providers, customer networks, unsupported devices, third-party systems, or incorrect customer configuration may require customer-side action.

15. What may be outside standard support

Standard support focuses on Decker platform operation and related workflows. Some tasks may require a separate agreement, project scope, or enterprise package.

Standard support may not include:

• custom software development;
• custom design of screen content;
• creation of marketing materials;
• physical installation of screens;
• cabling, mounting, or electrical work;
• repair of customer-owned hardware;
• customer network administration;
• customer Wi-Fi, firewall, router, or VPN configuration;
• troubleshooting third-party systems outside Decker’s control;
• correction of data inside external POS, ERP, accounting, or inventory systems;
• work with unsupported devices or operating systems;
• on-site specialist visits unless agreed separately.

16. Support for integrations and synchronization

Decker can support workflows that depend on external systems and data sources.

Integration and synchronization support may include:

• checking whether data is received by Decker;
• reviewing synchronization events;
• reviewing product, price, or availability update issues;
• helping diagnose mapping or configuration problems;
• coordinating with customer IT teams;
• reviewing REST API behavior;
• assisting with POS, ERP, accounting, or product catalog connections.

Decker can help diagnose integration behavior inside the Decker environment. If the issue is caused by an external system, the customer may need to involve the owner or provider of that system.

17. Training and user enablement

Training helps customer teams use Decker more effectively after launch.

Training may cover:

• dashboard overview;
• user roles and access rights;
• content upload;
• media library use;
• templates;
• playlists;
• schedules;
• publishing;
• screen groups;
• device status;
• monitoring;
• integration basics;
• incident reporting.

Standard and Enterprise packages may include regular training sessions. Training recordings may be provided where available.

18. On-site assistance

Decker primarily provides support online. For enterprise customers or larger projects, on-site assistance may be available under agreed conditions.

On-site assistance may include:

• launch support;
• screen and device review;
• employee training;
• incident diagnosis;
• integration coordination;
• assistance with customer operations teams.

The availability of on-site assistance depends on location, project scope, schedule, and commercial terms.

19. Contact information

For support requests, incident reports, or questions about support packages, please contact:

• Technical Support: support@deckerapp.com
• Sales and account questions: info@deckerapp.com
• Phone: +1 213 6469356
• Website: deckerapp.com

Last updated: 06/04/2026