Customer Support policy

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The uptick support policy defines our approach to support, how you can request support, and any limitations to our standard support. You agree to abide by the terms of this policy when engaging with our support team.

Effective date: 1st Jan 2019

If you’re already using an Uptick product your subscription includes free technical support. If you have a premium support package, you should refer to the terms of that package instead of this document.

Support Requests

Support is available to any user within your organisation with an active account with either an active DESK or FIELD license (“Licensed User”).

Uptick provides support through three primary channels: in-product support, email, or phone.

In-product support

Any Licensed User can request support on any page within the Uptick web application, or on the Support screen of the Uptick mobile application.

When requesting help through the product, your contact details and the URL you requested support from will be shared with our Customer Support team.

Email support

You can email our customer support team at any time for help with the product or to request additional training. We aim to respond to all tickets same day, or within 2-4 hours for urgent issues.

Phone support

Phone support is available to all Licensed Users, however we recommend that this only be used for high priority support incidents.

Out-of-Hours Support

If you need support outside of these hours and you have purchased an out-of-hours support package, please call the number listed on your support agreement.

Additional Training

Additional on-site training can be requested and will be charged at the rate specified in your subscription agreement under professional services.

Support for facility managers, owners or subcontractors

If you’re a facility manager or building owner using an Uptick customer portal, or if you’re a supplier or subcontractor and have received a work order or signoff request via an Uptick contractor portal - you’ll need to contact the product owner via the contact details provided on that document.

Abuse

Uptick has a zero-tolerance policy for physical or verbal abuse toward our staff. Abuse may lead to support being discontinued or limited.