Client Support Policy
OfficeSpace Software Support provides clients with 24/7 phone, email, and web support—including ticket filing, tutorials, and updates—with a structured resolution process for bug fixes and service issues, scheduled maintenance typically on weekends, and distinct support levels offering basic product assistance within 24 hours and technical support for service problems, all subject to policy updates that do not reduce service quality.
OfficeSpace Software Support offers clients access to phone, email, and web support to ensure optimal use of their investment. Each client receives access to Web Support, where they can file support tickets, access step-by-step tutorials, and learn about new feature releases. This support policy may be modified from time to time; however, such modifications will not adversely affect the Services or reduce the level of support provided to clients.
Support Hours:
- 24 hours a day, 7 days a week
Contact Methods:
- Phone Support: +1-646-201-9664
- Email Support: [email protected]
- Web Support: support.officespacesoftware.com
Case Logging
- Telephone Support
- Email Support
- Web Support
Software Service maintenance includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, provided to all clients current on support at no additional fee.
Bug fixes: Provided to bring the Service into substantial conformance with the current user guide, available at support.officespacesoftware.com.
Resolution Process
- 1.Trouble Ticket opened
- 2.Assign engineer to determine and correct the error
- 3.Periodic reports on the status of the correction
- 4.Initiate work to correct the error
Scheduled Outages:
- Usually scheduled during weekends
- Clients are usually notified via email and/or through the support site at support.officespacesoftware.com
Support Levels
Basic Product Support
- Use of current software features
- Answering ‘how to’ questions
- Non-technical support requests
Details:
- Support Ticket opened or phone/email received
- Assign client support staff to contact client
- Review features and answer questions
Response Goal: 24 Hours
Technical Support
- Problems in the service
- Loss of data impacting the Licensee’s business operations
- Updating of floor plan layouts
Details:
- Support Ticket opened
- Assign engineer to determine and correct the error
- Periodic reports on the status of the correction
- Initiate work to correct the error
Response Goal: 4 Hours
Critical Technical Support
- Critical technical issues (total loss of core functionality)
- Inoperability of the product (e.g., a down system) that severely affects the Client’s business operations
Details:
- Support Ticket opened
- Assign engineer to determine and correct the error
- Periodic reports on the status of the correction
- Initiate work to correct the error
Response Goal: 2 Hours