Our support specialists got you covered regardless of the type of your request! You can get in touch with us via chat, email, phone or request a remote Q&A session at any point.
Support Service Plans
|Access to Documentation Portal and Resources||v||v|
|Priority Case Handling||v|
|Dedicated Support Specialist||v|
|Dedicated Q&A Support Sessions||4 hours / month|
|Document & template customization||add-on||2 docs/month|
*Phone support is currently available only for the USA and Canada-based customers.
First Response Time
The first response time reflects the average amount of time in which someone from our team will reach out to you to better understand your support request and provide you with information about the next steps we will take to resolve it.
|Severity||First Response Time|
|Critical / SEV 1||4h||1h|
|Restricted Operations / SEV 2||24h||8h|
|Normal / SEV 3||24h||10h|
You can set the severity of tickets when you submit them from within the OfficeRnD admin portal or from our Help Portal. The severity of a ticket can increase its priority in the support queue as it indicates the business impact of the issue on your end.
|Critical / SEV 1||A problem is preventing the platform from functioning normally and there is no workaround to enable you to continue executing your business operations.|
|Restricted Operations / SEV 2||A less severe problem that may restrict the usage of the platform but does not prevent it from operating.|
|Normal / SEV 3||Questions and feedback on the platform features and functionality.|