Launch My Office offers several support options to provide you with a successful experience. The following describes our support options:
Support hours
- 9am – 5pm Mountain Standard Time
- US holidays and weekends are excepted
Free Support Options (during business hours)
- New clients will benefit from free setup and training (which is a one time occurrence) as follows:
- Subscription based: 1 hour of free site setup and site training
i. Subscription based clients are those who enroll in Launch My Office services without requiring the purchase of their own servers.
- Server based: 4 hours of free site setup and site training (plus 2 hours installation support)
i. Server based clients are those who pay a license fee to run Launch My Office on their own server
- Free Email Support Incidents (support for 1 narrowly defined topic):
- Subscription based: 10 Free Incidents per year
- Server based: 20 Free Incidents per annual support contract
- Enhancement requests may be made via email at no charge
- Response from support will be made within 1 business day
- Bug reports may be made via email at no charge
- Response from support will be made within 1 business day
- Emergency Support
- Call or email for immediate response if your server or ecommerce is down (we provide 99.97% uptime)
Paid Support
- If you require support (other than a downed server) you may purchase support as follows:
- Support Incident: $75
i. Clients may purchase a support Incident after use of Free Incident(s) (which is based on 1 narrowly defined topic).
NOTE: these support policies may change at any time and will be posted on the Launch My Office website.