A paid subscription to the platform means you also gain access to our ridiculously helpful technical support and to our extensive knowledge base. You may contact our support center during regular business hours on our support site, by phone, email, or chat.


BUSINESS HOURS (Pacific Time), CLOSED ON HOLIDAYS

BUSINESS HOURS

 

HOLIDAYS

Day of the Week
From
To
 
Date
Holiday
Monday
5:30 AM PST
5:00 PM PST

January 1
New Year’s Day
Tuesday
5:30 AM PST
5:00 PM PST

May 28
Memorial Day
Wednesday
5:30 AM PST
5:00 PM PST

July 4
Independence Day
Thursday
5:30 AM PST
5:00 PM PST

September 3
Labor Day
Friday
5:30 AM PST
5:00 PM PST

November 22
Thanksgiving Day
Saturday
Closed


November 23
Black Friday
Sunday
Closed


December 24
Christmas Eve




December 25
Christmas Day




December 31
New Year’s Eve


Service Level Agreement (SLA) Policy

Generally our support team will respond to tickets as follows

Priority (1)
Respond within
Resolve within
Operational Hours

Escalations (2)?

Urgent
1-2 Hour
4 Hours
Business Hours

Yes

High
4 Hours
12 Hours
Business Hours

Yes

Medium
8 Hours
1 Business Day
Business Hours

Yes

Low
1 Business Day
3 Days
Business Hours

Yes


You set the priority when opening a ticket using the support site. Tickets created via email arrive in our support center with a Low priority. Form design, workflow design or integration design problems are not generally considered High or Urgent priority. You may be referred to Professional Services group for high or urgent priority form design modifications.


The table below includes our support policy for setting ticket Priority:

Priority Level
Clients Affected
Description
Urgent
ALL or MANY
Critical business impact where ALL or MANY cloud client’s business has significant loss or degradation of services and needs immediate attention. Initial response is within 1-2 hours with continuous effort all day, every day.
High
SINGLE CLIENT
Critical business impact where a SINGLE client’s business has significant loss or degradation of services and needs immediate attention.
Medium
ONE or MULTIPLE
Moderate business impact where a SINGLE or MULTIPLE client’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner.
Low
ONE or MULTIPLE
Minimal business impact where a SINGLE or MULTIPLE client’s business has minimal loss or degradation of services and work continues. These are answered in priority of receipt and typically answers are provided as outlined in our SLA.
  • We may also re-classify your ticket priority based on how we understand your ticket. Tickets that may be affecting ALL or MANY clients may be immediately upgraded to Urgent.
  • Most tickets are reviewed by a Level 1 support specialist who is capable of solving approximately 90% of all tickets. Tickets are escalated to Level 2 personnel, whose classification and experience can solve 95% of tickets. Level 3 personnel are assigned to software developers.

*PARTNER CLIENTS, ENTERPRISE CLIENTS AND PRIVATE LABEL CLIENTS ARE EXPECTED TO PROVIDE LEVEL 1 SUPPORT AND COMMUNICATE WITH OUR SUPPORT STAFF FROM A SINGLE POINT OF CONTACT (SPOC) FROM THEIR ORGANIZATION.


Private Cloud Solution – Support Response

Individually negotiated.


Premium Support

Premium and on call technical support agreements, including dedicated phone numbers, can be purchased for an additional support retainer fee outside of regular Business Hours for $225 per hour, 2 hour minimum per month.


FREQUENTLY ASKED QUESTIONS (FAQ)


What is covered and what is not covered?

Any platform question can be asked of our support center. Problems of a general nature affecting multiple clients that require a fix and/or patch is ours and our affiliates responsibility. Problems of a specific nature related to a design you are implementing will generally be your responsibility.

How can I get training?

If you are new to the platform and you have not received any training, please contact our sales department to see how you can qualify for free training. If you have already received a beginner training class, please check out our online store to buy additional training on https://www.formsonfire.com/store.

I’m learning to design my system, how does support work for me?

If you are designing your system for the first time, feel free to ask any question. Often you will be referred to the knowledge base for tips on how to design what you want. For very involved systems design for complicated forms or involving integration or involved workflows, you may be referred to our professional services group for help. We want to be as helpful as possible, however technical support is available to get you “unstuck” during design and not to teach you how to design.

What if my design has been up and running and it stops working?

If your system stops working or stops working properly, we will do what we can to help you. If you are in the middle of a design change to your system, we suggest you set up a test environment so that your users are unaffected by the changes until it is thoroughly tested and ready to deploy. In any case, our support personnel will help you to identify the problem and recommend a suitable resolution.

What is the difference between an Urgent, High, Medium and Low priority ticket?

Generally urgent tickets are reserved for a system that is causing a problem for your business operation. If this is related to a change in form design, we may downgrade that to a high priority ticket or refer you to our professional services organization. High priority tickets have a significant impact on your business but your business can operate. Medium priority is often a downgrade from High where your system has improved, and is not yet fully functional, or upgrade from Low if our response is slowing.

What if I need more hands-on help in designing my system?

In this case, you will love our Professional Services team, they have experience in designing thousands of systems for clients and can apply their best practices and creative thinking inside the business problem you are trying to solve. Email us on engage@formsonfire.com to learn more.

What if I find something wrong with the platform? Who pays to fix it?

As long as there is software, there will be bugs. Our developers try to minimize any impact of software defects by thorough testing and in separate environments as the live system. We encourage you to do the same with your form, workflow and integration designs using the platform. Occasionally a problem is discovered by a client, either independently or working with technical support, and where a change in the base software is required to get up and running, repairing these defects are our financial responsibility. Sometimes these changes are a feature enhancement. To the extent these enhancements are on the product roadmap, we may pay for that. It is sometimes possible for a client to partially fund a feature enhancement. We will make you aware of that possibility before any charges are incurred by you.

If you are new to our platform, we will help you as much as possible to learn how to design. There are occasions where we may refer you to our professional services organization for a retainer or other quote. Generally speaking our technical support team is available to get you unstuck but not to design forms for you or to train you fully on how to use the platform.


MODES OF SUPPORT


Support Site

As a subscriber, the quickest way to get answers to your questions is most likely to visit our support site and search for an article in the knowledge base. The support site is available at the following link:

https://support.formsonfire.com

Our support system allows you to create your own private login where you can track all communication with our support team.

Email Support

Email support is available at anytime. You may be working on a project with our professional services team. During your project, you may find that emailing your lead consultant may result in a more timely response. However, as your project nears completion, it is a good idea to copy support@formsonfire.com.

Telephone Support – USA and International

+1 (425) 214-1920

Chat Support

Chat is available on all company branded sites, including:

Virtual Cloud Platform – https://secure.formsonfire.com

Web Site – https://www.formsonfire.com

Support Site – https://support.formsonfire.com