Last Updated: 23 December 2024
How to Contact All Scheduled Support
All Scheduled Support provides knowledgeable and timely responses to your service requests.
Email-based support is available, with phone support provided if needed, to all customers as part of our commitment to ensure your success using All Scheduled solutions.
You may contact All Scheduled Support by emailing support@allcheduled.com.
For a Priority 1 issue or case escalation, please indicate in the support email subject that it is a priority 1.
Customers contacting All Scheduled Support must be listed on their organization’s account in when emailing support. Please provide the following information when contacting support:
- Company Name
- Contact Name
- Contact phone number
- Detailed description of the problem
All Scheduled Support Languages
Support is provided remotely and does not include on-site assistance. Support is provided by email. Our primary support language is English.
Support Service Level Agreements (SLAs)
All Scheduled Support understands that you require a timely response to your requests. Our Support hours are 9am to 5pm US MT, Monday to Friday, not including US holidays. The following table defines the different priority levels, their descriptions, and the guaranteed response time for each level of support.
Priority Level Definitions
| Priority Level | Definition | Examples |
| P1 | Production server(s) or other mission-critical system(s) are down, with users being unable to log in, and no workaround is immediately available. | Multiple users are unable to log into the Venues portal despite having tried resetting passwords and other troubleshooting steps. |
| P2 | Functionality is severely impaired While users can log in, functionality of the Venues application is severely impaired. Operations can continue in a very restricted fashion, with productivity significantly adversely affected. An urgent workaround is required. | After logging in, the user interface is unresponsive, or data and/or charts that you’re expecting to see are not visible. |
| P3 | A problem that involves partial, non-critical loss of use of the software for production or development purposes. | UI elements are not behaving as expected, or data is presented in a format that is not what is expected based on past product behavior, with that change not documented in release notes. |
| P4 | Feature request or Minor errors There is no impact on the customer except that they would like a feature added to the system or have noticed a minor error. | Request for new general product functionality. Documentation errors. Cosmetic errors. |
Response Times
Note: These are initial response times from support, not resolution times of the issue. These times are within US Business Hours 9am to 5pm EST.
| Priority Level | Free | Paid | Premium |
| P1 | No SLA offered – responded to in order received. | Within 2 hours | Within 1 hour |
| P2 | No SLA offered – responded to in order received. | Within 8 hours | Within 4 hours |
| P3 | No SLA offered – responded to in order received. | Within 48 hours | Within 24 hours |
| P4 | No SLA offered – responded to in order received. | All Scheduled Support will respond within 1 week about whether the feature is being considered, and then close the ticket if it is not being considered. All Scheduled will consider feature requests by evaluating these against other priorities, reviewing how many customers are asking for same features, positive revenue impact and level of effort and cost including opportunity cost of these features, and respond to customers within 4 weeks on the timeframe expected for these features to be added. | See information under Paid column. |
Case Closure
All Scheduled Technical Support is committed to resolving all technical support inquiries in a timely and satisfactory manner. Due to the communicative nature of the troubleshooting process, the technical support engineer and the customer must participate in the process. When a support engineer or customer relations representative cannot successfully reach a customer via email or phone either when questions are asked, or when a solution is provided after three (3) attempts (both email and phone) over a minimum of three (3) business days, or the customer has not notified All Scheduled of an out of office situation, the case will be closed. Customers can contact All Scheduled support within ten (10) business days and have the case re-opened.
Re-Opening a Closed Case
If the same issue occurs within ten (10) business days, the case can be re-opened by contacting All Scheduled support and referencing the original case number. In these instances, the case will be assigned to the same representative or escalated if required.
Normal case closure occurs when:
- The customer reports the issue is resolved and the case can be closed.
- The customer reports they no longer have the problem and agrees to close the case.
- An acceptable workaround has been provided.
Escalation Procedures
Every issue is tracked from the time you contact us until we mutually agree that the issue has been resolved. Based on the priority of an issue, All Scheduled Support escalates customer cases through our organization to ensure your business-critical issues receive a quick resolution.
If you are not satisfied with the responsiveness of our Support staff, the issue can be escalated by reaching out to escalation@allscheduled.com, which will get to our VP of Support, or by reaching out to your All Scheduled account executive.
Scope of Support
The All Scheduled support agreement is limited to investigating All Scheduled product behavior to determine any of the following:
- Answer questions related to product features, options, and limitations.
- Isolate, document, and find workarounds for reported software defects.
- Work with the engineering team to provide product fixes.
- Supply customers with general advice and best practices information regarding All Scheduled products.
Activities such as, but not limited to, assistance with setup and configuration or customization of third-party products integrated with All Scheduled are not covered under this agreement.
Product & Support Lifecycle Policies
The All Scheduled Product and System Support Lifecycle Policies are designed to provide customers with a clear understanding of the type and duration of support they can expect for licensed All Scheduled solutions. We continually monitor customer needs and review industry advancements to focus our attention on providing quality service. All Scheduled is a SaaS offering that is updated uniformly for all customers, there is no need or possibility of supporting older versions of the platform. All All Scheduled customers are by default on the latest version of the platform.
All Scheduled Cloud Service Maintenance
All Scheduled performs occasional platform updates. In cases where this will impact customers adversely, we will notify customers in advance of this maintenance via email.
It may be necessary for All Scheduled to perform Cloud Service Maintenance outside the specified timing for emergency fixes. In such cases, All Scheduled will make every effort to notify customers in advance (24 hours) of these emergency fixes.
Due to evolving technology, updates and changes are periodically necessary to improve our reliability and uptime. All Scheduled will take all necessary measures to avoid downtime.
All Scheduled 