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LoopFuse Support Overview

Get Help. Get Answers.

LoopFuse is here to help. We provide a variety of support offerings designed to fit every stage of your personal or business needs from basic community support to one-on-one expedited e-support with guaranteed response times.

  • Community Support: Community support in our Forums and the User Manual are available to users of LoopFuse OneView, free of charge.
  • Premium Support: Paying Customers of LoopFuse OneView receive e-support with guaranteed response times as part of the monthly subscription fee.

Premium Support for Paying Customers

How can LoopFuse Premium Support Help you?

LoopFuse Premium Support is here to help you manage all the technical issues that may arise from introducing LoopFuse OneView into your organization. In additional to priority email support, Premium Support users have access to technical staff Monday-Friday between the hours of 9:00 a.m. and 5:00 p.m. EST.

How much does it cost?

There are no extra charges for support communication or support incidents. Support costs are part of your monthly paid subscription and entitle you to an unlimited number of support incidents.

Who can contact LoopFuse Premium Support?

LoopFuse is dedicated to success in all levels of your organization, so we are available to all registered LoopFuse users at your company. However, for privacy related issues like password resets, account information, or restorations, we will need to work with the primary account owner.

What are the response times for my support issues?

LoopFuse premium support will respond to all support cases within 4 hours Monday – Friday, 9am – 5pm EST, except for the following holidays, which are excluded: January 1st, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and December 25th.

How does LoopFuse Premium Support resolve my issue?

The LoopFuse support team will work with you to troubleshoot and triage questions about the LoopFuse OneView service as quickly as possible. More advanced cases may need to be escalated for additional troubleshooting and may require additional time to resolve. If a user does not respond back to us on a reported issue we are working to resolve within 4 days, it will be considered closed. However, the customer may re-open the support case should the issue reoccur.