In addition to our Terms of Service, the following outlines Shape Software Inc.’s (“Shape’s”) Support Policy for all paying clients and customers (“Client”) of Shape. We try to make our software available 24 hours a day, 7 days a week, except for planned down-time for maintenance.
Customer Support
Shape Software Inc. is committed to providing comprehensive technical support to ensure the smooth operation of our software and timely assistance whenever needed. Please contact our support team here for any technical support needs. Our technical support services include:
Outages and Emergency Assistance
Outages and emergency issues are reviewed 24/7 to ensure the prompt resolution of critical problems.
General Support Inquiries
General support inquiries are handled during our standard support hours, Monday through Friday, from 9 AM to 5 PM Pacific Time.
Availability and Response Time
While we strive to respond to inquiries quickly, please allow up to 48 hours for a response. Some issues may require additional time and resources for thorough investigation and resolution.
Support Channels
- Email and AI Chat: Available and monitored 24/7 to assist with your technical support needs.
- Phone: We offer a dedicated phone line for support inquiries; availability is subject to staffing and call volume. If you’re unable to reach us by phone, please email help@setshape.com and our team will respond as outlined above.
- Account Representative: Most accounts are assigned a dedicated Account Representative who can also be contacted directly. That said, we recommend routing support requests to help@setshape.com to ensure the fastest response and proper tracking.
Cooperation and Troubleshooting
Shape must be able to reproduce errors to resolve them effectively. Clients must agree to cooperate and work closely with Shape to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Subject to the client’s approval on a case-by-case basis, users may be asked to provide remote access for troubleshooting purposes.
Respectful Communication
Shape’s support team is committed to treating every Client with courtesy and respect, and expects the same in return. Shape maintains a zero-tolerance policy for abusive, threatening, harassing, discriminatory, or otherwise inappropriate conduct directed at any Shape employee, contractor, or representative, whether by phone, email, chat, or any other channel (“Abusive Conduct”).
If a Shape representative determines, in Shape’s sole discretion, that a Client or any of Client’s Users has engaged in Abusive Conduct, Shape may immediately end the support interaction without resolving the underlying issue, and may suspend or terminate that individual’s or Client’s access to support channels, the Services, or both, in accordance with the Terms of Service. Shape is under no obligation to provide a refund, credit, or expedited response as a result of any suspension or termination resulting from Abusive Conduct, and any such suspension or termination shall be treated as a termination for cause under the Terms of Service.
Shape reserves the right to document instances of Abusive Conduct and to decline future support requests from any individual with a pattern of such conduct, regardless of whether that individual’s underlying technical issue has been resolved.
By adhering to this support policy, Shape Software Inc. aims to deliver high-quality support and ensure the optimal performance of our software solutions.
Knowledge Center, Training Webinars, and AI Chat
Shape Software Inc. is committed to providing clients with a robust and accessible Knowledge Center available 24/7. Our goal is to empower users with the resources they need to maximize their use of Shape Software. The Knowledge Center includes:
Support Guides
Detailed articles and step-by-step instructions, along with visual tutorials and demonstrations to help you navigate and utilize our software efficiently. Access support guides here: https://setshape.com/support-guides
Training Center
Beyond our Support Guides, our Training Center offers additional write-ups and videos covering a wide range of features and functionality within Shape Software.
AI Chat Support
An AI assistant, extensively trained on our platform, is available to assist with general inquiries and provide instant support. AI chat is available here: https://setshape.com/ai-support
Live Training Webinars
We offer complimentary training in a webinar format that you can join as many times as you’d like. These webinars provide comprehensive screen share training on day-to-day user operations, sales and marketing tools, automation, and advanced administration topics. Each session concludes with a live Q&A. Register for webinars here: https://setshape.com/webinars
By leveraging our Knowledge Center, complimentary Training Webinars, and AI Support, clients can access valuable resources and assistance anytime to enhance their experience with Shape Software.
Professional Services
Shape Software Inc. provides a range of Professional Administration Services and Custom Development Services designed to enhance your experience with our software.
Professional Administration Services
- Custom Configuration: Modifying the software using its built-in settings to align with your unique business processes and preferences.
- System Administration: Expertise in managing and consulting on complex configuration projects, including integrations with other systems.
- Weekly Dedicated Support: Regular, specialized assistance for routine operations, project management, system administration, and maintenance tasks to ensure smooth functionality and optimal performance.
- Personalized Training Sessions: Tailored to meet the specific needs of your organization, ensuring all users can maximize their proficiency with our software.
- Custom Training Portals: Creation of training portals that provide on-demand access to training materials and resources specific to your company’s use cases.
Additional Custom Services
Custom Development: We offer custom development services to meet your unique requirements. Please consult with your account manager for a Statement of Work review if you require custom development.
For specialized Professional Administration Services and Custom Development needs, please contact your Account Executive or Shape representative for detailed pricing and plan information. We offer tailored solutions billed at an hourly or recurring monthly rate.