Support Information

General Support

General support is available to each account that goes live. This includes live representatives, full
access to all video training, help tips, and support articles at any time. Live support representatives
are available during regular business hours through phone, email, chat, or support center
requests.

Support Hours

Monday - Friday: 7:00 am–7:00 pm MT
Saturday - Sunday: 7:00 am–3:30 pm MT
After Hours/Holidays: Emergency-level requests only.

Contact Information

Phone: [phone] ext. 1*
Phone calls take priority and are usually answered within 45 seconds. If no answer,
we highly encourage you to leave a voicemail and a representative will return your call
as soon as possible.

Email: [e-mail]*
Emails are considered non-urgent and will be responded to within one business day.

Chat: Select the top-right dropdown in your software and choose “Chat”
Chat is available during normal support hours. Any chat started after hours will be
replied to within the next business day.

Severity Level Guidelines & Typical Response Time Expectations

Severity	Definition	Response Time	Availability
Emergency	Critical business impact/service down: Business-critical functionality is inoperable or critical interface has failed. This usually applies to a production environment and indicates an inability to access services resulting in a critical impact on operations. This condition requires an immediate solution.	1 Hour or Less	24hr
Critical	Significant business impact: A service, business feature, or function of the service is severely restricted in its use, or you are in jeopardy of missing business deadlines.	3 Hours or Less	M-F during business hours
Minor	Minor business impact: The service or functionality is usable, and the issue does not represent a critical impact on operations or an inquiry or non-technical request. We ask that these are submitted via email.	24 hours or less	M-F during business hours

Client Responsibilities & Suggestions

You play a key role in assisting us when you have questions about or have encountered problems with the foreUP software. Often, we require information to duplicate and understand an issue in order to resolve it.

Below are a few suggestions that greatly help us to quickly resolve issues:

• Submitting problems electronically
• Helping to keep different questions or issues organized in your communication with us
• Providing as much detail on what you saw, what you expected, and what you have done to diagnose or identify the issue

Necessary Information for Support:

• The question or issue.
• Duration of problem.
• Specific examples like customer name, Sale ID, time stamp, hardware being used, etc.