Support
Support and service expectations
Support runs through the client portal and email so every request has a record attached to your account.
Channels
Portal support requests and email. Requests are tracked with a status you can see.
Scope
System monitoring, configuration changes within your package, reporting questions, and minor website updates within defined limits.
Response targets
Standard support targets a next-business-day first response. Growth and Scale include priority handling. Targets are commitments to respond, not to complete.
Escalation
System-down issues affecting lead capture or routing are treated as priority regardless of package.
Out of scope
New builds, additional locations, custom integrations and net-new automation are quoted as custom scope.
For anything urgent, include your company name and the affected system.