August 8, 2022

Client Support Policy

OfficeSpace Software Support offers clients access to phone, email and web support to ensure that you are getting the most from your investment. Each client is given their own access to our Web Support where they can file support tickets, access step by step tutorials and learn about the newest feature releases.  This support policy may be modified from time to time; provided, however, such modifications will not adversely affect the Services or reduce the level of support provided to our clients.

 

Support Hours:

Monday through Friday 5:00 AM to 10:00 PM Central Standard Time (GMT-6)

Saturday 5:00 AM to 8:00 PM Central Standard Time (GMT-6)

Sunday 7:00 AM to 8:00 PM Central Standard Time (GMT-6)

excluding New Year’s Day and Christmas Day.

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, which includes maintenance releases, enhancements, new versions, additions and modifications to the Service, that we provide to all clients current on support for no additional fee.

Bug fixes: to bring the Service into substantial conformance with the then current user guide, a copy of which is available 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: are usually scheduled during weekends and clients are usually notified via email and/or through the support site at support.officespacesoftware.com

Two people, one standing with computer

Support Levels

Basic Product Support

  • Including use of current software features
  • Answering ‘how to’ questions
  • Non-technical support requests

Details

  • Support Ticket opened or phone or email received
  • Assign client support staff to contact client
  • Review features and answer questions

Response Goal: 24 Hours

Technical Support

  • Including problems in the service
  • Loss of data that has an impact on 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 consisting of a total loss of core functionality in the service
  • Inoperability of the product (i.e., 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