Support and Maintenance Terms
Phone Support: 8am to 6 pm CST (Monday - Friday) (excluding company holidays)Toll Free:+1 866 624 8960
Local:+1 281 763 7280
- Telephone Support
- Email Support
Software Service Maintenance
Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service, that it provides to all other customers under support for no additional fee.
Bug fixes to bring the service into substantial conformance with its then current user guide.
Response time of 4 business hours.
- Trouble Ticket opened
- Assign Engineer to determine and correct the error
- Periodic reports on the status of the correction
- Initiate work to correct the error
Scheduled Outages are usually scheduled during evening and weekend hours and customers are usually notified via email.
Feature Requests are included in future updates and will be given a goal for completion based on complexity of the request.
Analytic changes or Additions
Analytic changes or Additions will be given a goal for completion as they are reviewed by development
|Severity 1||Service substantially fails to perform||1 hour||
|Severity 2||Substantial degradation in performance of the Service||4 hours||
|Severity 3||Minimal to no impact on the availability or performance of the Service||7 days||
Frequently Asked Questions
How can I download the Mobile Manager app?
The Mobile Manager App is available in both iTunes and Google Play. See below to download.
Is Mobile Manager available on the web?
Yes, you can access Mobile Manager from any device, including mobile devices via a browser, even if you don't have the app. Click Here to access it via your browser.
Are Push Notifications available in Mobile Manager?
Yes, you can setup push notifications in the app by going to "More" and selecting to Create a Push Notification. There you can select from many different notification types and establish your specific rules for notification. Notifications will follow all of your devices, all you need to do is login at least once on each device you want to recieve notifications for.
How do I get support?
You can email firstname.lastname@example.org or fill out the form on this page. Your message will be automatically placed into our ticketing system and you will recieve a confirmation email with a case # shortly afterwards. Our ticketing system will notify you when your issue has been resolved.
How do I know my issue is being worked?
Our ticketing system will provide you updates as it is being worked. Additionally, if you ever have to inquire about it further, you can use the case # assigned to you so that our support staff can quickly assist you in providing you an update.