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Client Support
We provide full support during business hours, and 24 hour emergency support for emergency issues to subscribers to any of the following services:
- Public Platform
- Public NewsRoom
- Public Arts
- JukeBox
- Public Events
- Quick Pledge
- Composer Pro
- Live Streaming
- Pulse
For support regarding other services, see:
Non-Emergency Help and Tech Issues
- Your forgot your password.
- Your issue is not time sensitive.
- You're not sure how to use the Admin Tools.
- You think you're using the Admin Tools correctly, but changes are slow to post.
- You want to change a link, edit your style sheet.
- You want to make a change to the masthead.
- You have questions about SoundExchange reporting.
- You need training.
Examples of Emergency Tech Issues OFF HOURS: emergency issues only
- A critical system is down or offline. E.g, you cannot load your Quick Pledge® page or your admin tools on more than one computer.
- Your station web stream is off-line and at least 3 people in different locations, cannot hear it.
- Your Public Platform home page will not load, and you've checked on more than one computer.
Lead Time: For the following types of requests, please allow:
- Design changes - small: 1-3 days
- Design changes - big: 5-10 days
- Quick Pledge Batch File changes: 5 days
- Quick Pledge Certificate Install: a few hours to 1 day
- Content Export requests: 2-3 weeks.
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Routine Maintenance Policy
Providing our clients with a continuously
operating Internet infrastructure is a crucial component to our
operational policies. To operate and maintain this infrastructure, we
must perform preventative system maintenance from time to time.
The following policy outlines our philosophy and our operational guidelines for performing system maintenance.
- Whenever possible, we will restrict maintenance affecting your services to between 1am - 4am ET.
- When maintenance is needed, we will send out
a notification email to the Weekly Updates email list three business days in advance. Service may be interrupted during this maintenance window.
- Should any maintenance exceed its scheduled window, we will
send another notification to the Weekly Updates email list
providing updated information and the expected time that service will
be restored.
- Any emergency maintenance that cannot be postponed until the
next scheduled window will be performed at our discretion. Emergency
maintenance will be scheduled outside of business hours, if possible. A
notification email will be sent to the Weekly Updates email list
providing details about the specific emergency.
For Core Publisher:
Core Publisher is a new product. Currently, we tend to have downtime from 10 PM - 11 PM EST every other Tuesday. Typically during this time, admin systems are unreachable for approximately 15 minutes.
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