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Support Policy

Our support policy outlines how we provide assistance, response times, and the types of support available for Ashore users.

1. OUR COMMITMENT TO SUPPORT

At Ashore, we're committed to providing excellent customer support to help you get the most out of our platform. This Support Policy outlines the types of support we offer, our response times, and how to get help when you need it.

2. SUPPORT CHANNELS

Email Support

  • Primary Contact: support@ashoreapp.com
  • Business Hours: Monday - Friday, 9:00 AM - 4:30 PM CT
  • Response Time: Within 24 hours during business hours

Phone Support

  • Phone Number: 1 (800) 305-2642
  • Availability: Monday - Friday, 9:00 AM - 4:30 PM CT
  • For: Urgent technical issues and account assistance

Help Center

  • Online Documentation: Available 24/7
  • Self-Service: Tutorials, guides, and frequently asked questions
  • Knowledge Base: Comprehensive articles on features and troubleshooting

3. TYPES OF SUPPORT

Technical Support

We provide assistance with:

  • Platform functionality and features
  • Account setup and configuration
  • File upload and sharing issues
  • Browser compatibility problems
  • Integration questions

Account Support

We help with:

  • Billing and subscription questions
  • User management and permissions
  • Account settings and preferences
  • Plan upgrades and downgrades
  • Account recovery

Training and Onboarding

We offer:

  • Platform orientation for new users
  • Best practices guidance
  • Workflow optimization suggestions
  • Feature demonstrations
  • Team training sessions (for Enterprise plans)

4. SUPPORT TIERS BY PLAN

Starter Plan

  • Email support during business hours
  • Access to help center and documentation
  • Community support resources

Professional Plan

  • Priority email support
  • Phone support during business hours
  • Advanced troubleshooting assistance
  • Account management support

Enterprise Plan

  • Dedicated account manager
  • Priority phone and email support
  • Custom training sessions
  • Advanced technical support
  • SLA guarantees

5. RESPONSE TIME COMMITMENTS

Email Support

  • Starter Plan: Within 48 hours
  • Professional Plan: Within 24 hours
  • Enterprise Plan: Within 4 hours

Phone Support

  • Professional Plan: Available during business hours
  • Enterprise Plan: Priority queue with faster connection times

Critical Issues

  • Definition: System outages, security issues, data loss
  • Response: Within 2 hours for all paid plans
  • Updates: Regular status updates until resolution

6. WHAT WE SUPPORT

Covered Issues

  • Platform bugs and technical problems
  • Account and billing inquiries
  • Feature usage questions
  • Integration assistance
  • Security and privacy concerns

Not Covered

  • Custom development work
  • Third-party software issues (unless related to our integrations)
  • Hardware problems
  • Internet connectivity issues
  • Training on general computer skills

7. GETTING HELP

Before Contacting Support

  1. Check our help center for existing solutions
  2. Try basic troubleshooting (refresh browser, clear cache)
  3. Gather relevant information (error messages, screenshots)
  4. Note your account details and subscription plan

When Contacting Support

Please provide:

  • Your account email address
  • Description of the issue
  • Steps you've already tried
  • Screenshots or error messages (if applicable)
  • Browser and operating system information

8. SUPPORT BEST PRACTICES

For Faster Resolution

  • Be specific about the problem you're experiencing
  • Include relevant screenshots or screen recordings
  • Mention your browser, device, and operating system
  • Describe what you were trying to accomplish
  • Note any error messages you received

Response Expectations

  • We'll acknowledge your request within our SLA timeframes
  • Complex issues may require investigation and follow-up
  • We'll keep you updated on progress for ongoing issues
  • Critical issues receive priority attention

9. ESCALATION PROCESS

Level 1: Initial Support

  • First-line support handles common questions and issues
  • Most problems are resolved at this level

Level 2: Technical Specialists

  • Complex technical issues are escalated to specialists
  • Advanced troubleshooting and investigation

Level 3: Engineering Team

  • Critical bugs and system issues
  • Feature requests and enhancement discussions

Management Escalation

  • Unresolved issues after 5 business days
  • Account management concerns
  • Service level disputes

10. FEEDBACK AND IMPROVEMENT

Continuous Improvement

We regularly review our support processes and use customer feedback to improve our service quality.

Support Surveys

After resolving your issue, we may ask for feedback to help us improve our support experience.

Feature Requests

We welcome suggestions for new features and improvements. While we can't implement every request, we carefully consider all feedback in our product development process.

11. EMERGENCY SUPPORT

System Outages

  • Monitor our status page at status.ashoreapp.com
  • Automatic notifications for Enterprise customers
  • Regular updates until service is restored

Security Incidents

  • Immediate investigation and response
  • Communication to affected users
  • Detailed post-incident reports

12. SUPPORT LIMITATIONS

Scope of Support

Our support is limited to the Ashore platform and its documented features. We cannot provide support for:

  • Custom integrations not built by Ashore
  • Third-party software or services
  • General IT or computer training
  • Extensive consulting services (available separately)

Business Hours

Support is provided during Central Time business hours. After-hours support is available for Enterprise customers experiencing critical issues.

13. CONTACT INFORMATION

Primary Support

Sales Inquiries

General Information

This support policy was last updated on January 15, 2024. We may update this policy from time to time to reflect changes in our support processes or service offerings.