Support that stays responsive
Our support model provides clear response pathways, proactive monitoring, and human escalation at every level. When something needs attention, you reach a person who can act.
Business hours support
Standard support is available Monday through Friday, 8:00 AM to 6:00 PM in your local time zone. During business hours, you can expect immediate acknowledgment of support requests and initial response within the timeframes outlined below.
For clients with 24/7 managed operations agreements, critical incident support is available around the clock with dedicated escalation contacts.
Urgent business-impacting incident?
If you're experiencing a critical issue that's actively disrupting business operations—system outage, security incident, or production-impacting failure—use the phone escalation path immediately.
Call +17747247990Three ways to reach us
Choose the channel that matches your situation. All paths lead to the same accountable support team.
Portal request
Submit and track support requests through your client portal. Best for non-urgent issues, feature requests, and scheduled work.
Best for: Standard requests, status updates, documentation needs
Email request
Send detailed support requests via email. Include screenshots, error messages, and context to help us respond faster.
Best for: Detailed issues, complex problems, non-urgent matters
Phone escalation
Call our support line for urgent business-impacting issues. Available during business hours with after-hours coverage for managed operations clients.
Best for: Critical incidents, security events, production outages
Submit a support request
Fill out the form below and we'll respond within the timeframe appropriate for your urgency level.
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Please try again or call us directly at +17747247990 for urgent matters.
Expected response times
Response times vary by urgency level. All timeframes are measured during business hours unless you have 24/7 managed operations coverage.
Critical
Business-impacting outage or security incident affecting multiple users or core operations
Initial response: Within 30 minutes
High
Significant disruption to business operations affecting a department or key workflow
Initial response: Within 2 hours
Normal
Individual user issues, non-urgent requests, or problems with workarounds available
Initial response: Within 8 business hours
Planning
Feature requests, general inquiries, scheduled work, or non-urgent improvements
Initial response: Within 2 business days
Common troubleshooting
Quick solutions for the most common support requests. If these don't resolve your issue, submit a support request above.
Account access issues
- • Verify you're using the correct login URL provided during onboarding
- • Check that your account hasn't been locked after multiple failed attempts
- • Clear browser cache and cookies, then try again
- • Try accessing from an incognito/private browser window
- • Contact your internal IT administrator to verify account status
Device connectivity problems
- • Restart your device and network equipment (modem/router)
- • Check that you're connected to the correct network
- • Verify VPN client is running if remote access is required
- • Test connectivity from a different device to isolate the issue
- • Check for system updates that may be pending installation
Email delivery concerns
- • Check spam/junk folders for missing messages
- • Verify sender address isn't blocked by your email filters
- • Confirm mailbox hasn't reached storage quota
- • Test sending from a personal email account to isolate the issue
- • Check email service status page for known outages
Service request status
- • Log into your client portal to view request status and updates
- • Check your email for confirmation and status notifications
- • Reference your request number when following up
- • Allow the full response timeframe before escalating
- • Contact your account manager for urgent request acceleration
Service communications
Service status communications are available through your dedicated support contact. For managed operations clients, proactive notifications are sent via email and SMS when scheduled maintenance or service events occur.
Still need help?
If your issue isn't covered here or you need immediate assistance, don't hesitate to reach out.