Support
In this section, we will discuss the support options available to you.
Support Channels
The following support channels are available to you:
Standard Support
Scope
This support policy covers the infrastructure, connectivity, and software deployed by customers. It applies to standard level of support provided by our support team during business hours.
Support Hours
Our standard level of support is available Monday through Friday, 8:00 AM to 5:00 PM Central Time, excluding holidays. Support requests received outside of these hours will be addressed on the next business day.
Response Time
Our goal is to respond to all support requests within one business day. However, response times may vary based on the complexity of the issue and the number of requests we receive.
Support Channels
Customers may submit support requests through the following channels:
Email: [email protected]
Support Priority
Support requests are prioritized based on the severity of the issue and the impact on the customer's business. The following priority levels are used:
High Priority: The issue is preventing the customer from conducting business operations. Medium Priority: The issue is causing significant inconvenience to the customer but is not preventing business operations. Low Priority: The issue is causing minimal inconvenience to the customer.
Support Exclusions
The following are not covered by our support policy:
- Issues caused by third-party software or hardware not supported by us.
- Issues caused by customer modifications to our software or infrastructure.
- Issues caused by unauthorized access to our systems or customer data.
Disclaimer
This support policy may be subject to change without notice. We make no warranties or representations, express or implied, regarding the accuracy, completeness, or usefulness of the information contained in this policy.
Enterprise Support
Scope
This support policy covers the infrastructure, connectivity, and software deployed by customers at the enterprise level. It applies to enterprise-level support provided by our support team 24 hours a day, 7 days a week, including holidays.
Support Hours
Our enterprise-level support is available 24x7, including holidays.
Response Time
Our goal is to respond to all support requests within 30 minutes. However, response times may vary based on the complexity of the issue and the number of requests we receive.
Support Channels
Customers may submit support requests through the following channels:
Email: [email protected]
Support Priority
Support requests are prioritized based on the severity of the issue and the impact on the customer's business. The following priority levels are used:
- High Priority: The issue is preventing the customer from conducting business operations.
- Medium Priority: The issue is causing significant inconvenience to the customer but is not preventing business operations.
- Low Priority: The issue is causing minimal inconvenience to the customer.
Support Escalation
If a customer's issue is not resolved within the expected timeframe or the customer is not satisfied with the support provided, they may request escalation to a higher level of support. The following escalation levels are available:
- Level 1: Support team lead
- Level 2: Department manager
- Level 3: Executive management
Support Exclusions
The following are not covered by our support policy:
- Issues caused by third-party software or hardware not supported by us.
- Issues caused by customer modifications to our software or infrastructure.
- Issues caused by unauthorized access to our systems or customer data.
Disclaimer
This support policy may be subject to change without notice. We make no warranties or representations, express or implied, regarding the accuracy, completeness, or usefulness of the information contained in this policy.