Support & Maintenance Terms

Support Hours

8 am to 6 pm Eastern U.S. time (Monday – Friday; excluding company holidays)

Support Phone

877-387-8632 ext. 2

Support Channels

  • Support Portal (
  • Email Support (support @
  • Telephone Support

Support Services

  • 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.
  • Scheduled Outages are usually scheduled during weekends and customers are usually notified via email if down time is expected.

Severity & Response



Response Goal

Severity 1 (Emergency)

Service substantially fails to perform or complete system outage.

1-hour response

Severity 2

Minimal to no impact on the availability or performance of the Service.

4-hour response
during Support Hours



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