LoopFuse Support Overview
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.
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.
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.
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.
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.
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.