Support Program | FacilityOS

Every FacilityOS subscription comes with global technical, product and billing support. This program applies to all agreements unless specifically negotiated otherwise.

The FacilityOS support troubleshoots issues directly related to performance and operation of the FacilityOS products. Issues that originate within customer infrastructure are outside of the support responsibilities and must be addressed through customer’s own support team.

For items not covered in this program and/or depending on the type and complexity of the problem, customer may need to engage professional services or their sales representatives. This can be done through the sales team or by contacting support, which will direct to the correct contact.

Contacting support

Support can be accessed by opening a ticket through email to support@facilityos.com or by telephone at 1-855-545-6229. Support business hours are 9am to 5pm EST., Monday – Friday, excluding applicable holidays. Support is available in English only.

Self-service support options

Self-service support is available to all clients and includes help articles and videos and can be accessed at https://help.ilobby.com

Shared support responsibilities

FacilityOS understands that receiving timely and accurate resolutions from qualified professionals is key to providing a reliable service and product. It is equally important for the customer to implement necessary internal processes, training and procedures to properly utilize FacilityOS products, services and support.

Technical support case categories

Support Category	Example
Installation and setup	Connecting iPad to WiFi Connecting iPad to printer Configuring initial flow of screens Uploading a logo Automating address book upload Initial user setup
Changes to configurations	Modifying existing flows Modifying system rules Changing existing integrations Adding additional integrations Enabling/disabling screens
Training	Explaining how specific features work
Performance issues	Badges not printing Portal not showing latest sign-ins Notifications not sent/received Any of the services not accessible Application crashing Features not working as configured

Technical support case handling

The table below does not consider possible delays caused by third parties, shipping, hardware availability/replacements, issues and delays caused by customer, and other events beyond control of FacilityOS support. The quoted times represent business hours.

Severity Level	Description	Example	Target Response Time	Target Resolution Time
Level 1 – Critical, System wide performance issues only.	This level refers to a condition in which all primary functions of the software are not working or not available for access by permitted users.	Devices are offline, portal is not accessible, and all system functions are fully offline for all sites / devices / users.	1 hour	< 1 hour
Level 2 – Critical, Station specific performance issues only.	This level refers to a failure at a specific station(s).	iPad unable to sign-in visitors because the app is crashing; Hosts are not receiving notifications when visitors sign-in; Employees unable to use mobile pass or self-sign-in features.	1 hour	< 2 hours
Level 3 – Non-critical	This level typically refers to general training questions and system changes.	Changes on customer side require an update to existing configuration or integration; Need assistance re-arranging the screen flows; Question regarding specific feature	< 3 hours	5 business days

Please note that FacilityOS is built and delivered as an “always on” product with various redundancy, backup, and auto-scaling mechanisms in place to make sure that Severity Level 1 events do not occur.

System maintenance and updates