How to Get Support
The best way for you to get help immediately is to search for a relevant help article in our Open Social help center.
Send an email to firstname.lastname@example.org for support. Please use your official work email address. This is so we can identify your account. We aim to reply to all support requests within one business day (09:00 - 18:00, Central-Eastern Time).
Open Social only offers phone support within the enhanced support services, which is only available in the Open Social enterprise package.
Customers may report errors or abnormal behavior in the service by contacting Open Social via email at email@example.com. We will then forward the issue to a developer, as appropriate. The resolution time depends on the nature of the problem. Customers will cooperate with Open Social in order to ease the support process. This includes, without limitation, providing the following information to Open Social regarding the incident:
- Aspects of the service that are unavailable or not functioning correctly
- Incident's impact on users
- Start time of the incident
- List of steps to reproduce incident
- Information about your operating system and browser
- Wording/attachment/image of any error message
Exclusions. Open Social will have no obligation to provide support if the bug arises from one of these occasions: (a) the customer used the service in a manner that is not authorized in the agreement or the applicable documentation; (b) general internet problems, force majeure events, or other factors outside of Open Social’s reasonable control; (c) the malfunctioning of a customer's equipment, software, network connections, or other infrastructure; or (d) third party systems, acts, or omissions. Support Service Policy Open Social Basic/Premium Date: 18 - January - 2018 Version: 1.14
Bug response. Open Social’s Support Team will assign a priority level to each bug and seek to provide responses in accordance with the table below.
Feature requests for the Basic and Premium plan can be submitted via Receptive. The requests are prioritised according to votes provided by the entire Open Social customer base. Customers can also see the Open Social Roadmap on Receptive. It should be noted that Open Social does not build custom features (for a single customer) within the Basic or Premium plan.
System Status & Availability Issues
In the event of a server or service issue affecting a significant number of Open Social customers, we’ll communicate this to our customers via email within 24 hours.
All users of Open Social will need a modern web browser and operating system. We support customers using the latest stable versions of Chrome, Firefox, Safari, and Microsoft Edge.
Standard Support Services
What is offered in the Standard Support Services?
- Access to the documentation in the help center is available to all customers at no additional cost.
- Support is restricted to the customer’s employees, i.e we don’t offer support services to the customers of our customers.
- Email support is available to all paying customers.
- Telephone support is available to customers in the enterprise package.
Service interruption and server status
Customers will receive service status announcement or service interruption via email.