FACS does not believe a client should have to pay more to receive better support. Each client is provided the same high level of custom support to ensure they are realizing value from their FACS subscription.
Live Support Hours
Monday through Friday - 6:00am to 6:00pm PST
Support Channels
- Email: support@facsware.com
- Chat: support.facsware.com/knowledge
- Phone: 415-391-3959
24x7 Support Options
Response Times
FACS uses the following table as a guide to our response and resolution schedule for reported issues. Times may vary depending on the nature of the issue.
| Priority | Low | Medium | High | Critical |
| Initial Response | 1 business day | 1 business day | 4 business hours | 1 business hour |
| Issue Resolution | 10 business days | 5 business days | 2 business days | 1 business day |
Issue Resolution Process
At FACS, we follow the below systematic process to address reported issues.
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Issue Reporting: Clients can report issues using the any of the support channels listed above or issues can be directed to their dedicated Account Manager.
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Issue Logging and Tracking: Once an issue is reported, our support team will log the details and assign a unique ticket number for easy tracking. Clients will receive the ticket number for reference and future communication.
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Issue Evaluation: Our support team will evaluate the reported issue, taking into account all relevant details and information provided. This evaluation helps correctly set the scope and severity of the issue.
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Issue Escalation: If an issue requires additional expertise or resources, it will be escalated within our support hierarchy. This ensures that complex or critical issues receive the necessary attention and resolution efforts.
- Critical: Issue is blocking users from working or using the platform. Needs to be resolved immediately.
- High: Issue is impacting multiple users or project teams' ability to use the platform, but a workaround exists or the impacted work is not urgent.
- Medium: Issue is impacting a single user's ability to use the platform, but a workaround exists or the impacted work is not urgent.
- Low: Noncritical issues that do not interfere with the platform's day-to-day performance.
- Issue Resolution: Our dedicated support team will work diligently with our internal Quality Control (QC) and Development teams to resolve the reported issue. The time required to resolve an issue may vary depending on its complexity. Throughout the resolution process, we will keep clients informed of the progress and any necessary steps they can take to facilitate the resolution.
- Issue Closure: Once an issue is successfully resolved, our support team will notify the client and provide a summary of the resolution.
If you have any questions, or need additional assistance, please reach out to our support team at support@facsware.com and we will be happy to assist you.