Notice Regarding Doubleknot Support
Doubleknot works very hard at providing a very high level of customer support. To continue to provide you with outstanding support we want to clarify our support policy. Doubleknot Support is provided as part of your subscription package. Your subscription type determines the response commitment and methods of support for your organization. You can view your subscription type under the organization profile section.
The primary method of support for all organizations is via email. In addition, telephone support is available to those organizations that are entitled.
Support commitments and methods at our different subscription levels are as follows:
|
Package
|
Email Support
Monitored 7 days per week.
|
Telephone Support
7am to 5pm Pacific Time Monday Through Friday. Holidays excluded.
|
|
Basic Service
|
2 Business Day Response
|
None
|
|
Professional
|
1 Business Day Response
|
First 30 Days From Initial Signup Only
|
|
Executive
|
1 Business Day Response
|
First 60 Days From Initial Signup Only
|
|
Enterprise
|
½ Business Day Response
|
First 90 Days From Initial Signup Only
|
|
Universal
|
½ Business Day Response
|
Unlimited
|
Please only use the method(s) of support that is available to your organization.
For subscriptions packages that only provide support for a period from initial setup additional telephone support packages can be purchased. For more information please contact doubleknot@doubleknot.com.