Skip to content

Client Support Policy

OfficeSpace Software provides clients with access to email, phone, and web-based support. Our Support team helps clients use the platform effectively, investigates reported issues, and coordinates with our technical teams when further intervention is required.

Clients can use the OfficeSpace Help Center to  access product guidance and tutorials.

Support Coverage

Core Support Hours

Our staffed Support hours are Monday through Friday, 8:00 a.m. to midnight U.S. Eastern Time.

During core Support hours, our team handles support cases and provides access to the live channels available under the client’s support plan.

Outside Core Support Hours

Support cases can be submitted 24 hours a day, 7 days a week. Requests received outside core hours are reviewed according to their technical severity, business impact, and urgency.

Validated critical incidents trigger our off-hours escalation process. Routine, administrative, educational, and non-critical requests are addressed when core Support hours resume.

24/7 case submission and critical-incident escalation do not mean that phone, chat, or general ticket support is continuously staffed 24/7.

Support Channels

Email Support: [email protected] — Emails can be submitted at any time and are processed according to our coverage model and the request’s priority.

Phone Support: +1 646-201-9664 — Available during core Support hours and subject to team capacity. If a call is not answered immediately, our team will return it as soon as possible.

Chat Support: Available during core Support hours for qualifying VIP clients.

How Support Requests Are Handled

1. 1.Record and review the request.
2. 2.Assess the technical severity, scope, business impact, and urgency.
3. 3.Assign an appropriate Support owner.
4. 4.Investigate the issue and determine whether assistance from Engineering, Product, or another technical team is required.
5. 5.Communicate next steps and provide further updates based on the nature and priority of the request.
6. 6.Confirm resolution, an available workaround, or the appropriate follow-up plan.

Response time refers to acknowledgment and initial ownership of a request. It does not represent a guaranteed resolution time.

Support Request Categories

General Product and Technical Support

• ​Floor plan update requests
• ​Questions about current product functionality
• ​Administrative and other non-technical requests
• ​Product errors or degraded functionality
• ​Configuration or integration issues
• ​Data-related concerns requiring investigation
• ​Floor plan update requests

These are handled during core Support hours. Support will investigate and, when necessary, coordinate with the appropriate technical team. Resolution timing depends on the issue’s scope, complexity, available workaround, and required technical intervention.

Critical Technical Support

• ​A total loss of core product functionality
• ​A system outage or inability to access the service
• ​Major loss of critical functionality without an acceptable workaround
• ​Significant operational or business impact requiring urgent coordination

Critical incidents received outside core hours trigger Support Leadership awareness and escalation. Once the severity and impact are validated, Support Leadership coordinates with the appropriate technical responders and establishes an incident communication cadence.

Applicable Support Commitments

Specific response-time commitments, service levels, and support entitlements may vary by client agreement or support plan. Where applicable, the terms of the client’s executed agreement take precedence over this general Support Policy.

Any non-standard support coverage must be expressly documented and approved by OfficeSpace.