Support Policy

Updated April 29, 2022

Table of Contents

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. 


Support is defined as any assistance with the software regarding 1) system outages 2) 404 error pages 3) security breaches or 4) malfunctioning code or issues as determined by Shape.  Support is always free and provided by e-mail 24 hours a day, 7 days a week, and we try to respond no later than 48 hours by e-mail.  Phone support is provided Monday through Friday, 9AM to 5PM Pacific Time. 

The below Severity Levels and Descriptions, which are both defined and determined in Shape’s sole and absolute discretion, describe the categorization of issues.  Issues are handled according to an assigned severity level.

Severity Level

Level 1 – Critical
Issue that is affecting all Users, including system unavailability and data integrity issues with no workaround available.

Level 2 – Urgent
Major functionality is impacted or performance is significantly degraded. The issue is persistent and affects many Users and/or major functionality. No reasonable workaround is available. This also includes time-sensitive requests such as requests for feature activation or a data export.

Level 3 – High
A system performance issue or bug affecting some but not all Users. A short-term workaround is available, but not scalable.

Level 4 – Medium
Inquire regarding a routine technical issue; information requested, navigation, installation or configuration, or a bug affecting a small number of Users, where a reasonable workaround is available.

Cooperation. Shape must be able to reproduce errors in order to resolve them. Client must agree to cooperate and work closely with Shape to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to Client’s approval on a case-by-case basis, Users may be asked to provide remote access for troubleshooting purposes.

Development and Administration Services

Development and Administration Services are defined as 1) training 2) custom coding 3) assistance with the software or system not defined as Support, defined in Shape’s sole and absolute discretion.  Development and Administration Services can be accessed for free through our support guides 24 hours a day, and can be found at:  In addition to the support guides, free Development and Administration Services videos can be found here: Shape Video Guides.

Additional custom Development and Administration Services are available and may be charged at an hourly or recurring monthly rate. Please contact your Account Executive or Shape representative for pricing and plans regarding custom Development and Administration Services.