Square9 Support

[Eliecer Brathwaite]

Onbehalf of all of us at Square 9 Softworks and our authorized reseller community, we welcome you to the Square 9 customer family. Whether you are supported by one of our highly skilled resellers or work with Square 9 directly, the mission of our Support team is to ensure an exceptional user experience for all.

For cases that originate from email or form, an automated email response will be sent back advising of your case number. The email subject will also include a unique reference ID in the subject that is used to associate any future correspondence to your case. It is important that all correspondence with our Support team be funneled through this thread to ensure it is appropriately tracked and responses are timely. Please be advised, emails that do not contain the proper subject, or are sent to addresses other than sup...@square-9.com will not be subject to the standard service levels set forth below. Any tickets created outside of normal business hours will be handled the next business day.

From time to time we realize that customers may experience more than one issue simultaneously. For separate issues please submit separate cases with unique email subjects or descriptions. This will ensure each issue is properly tracked and addressed in a timely fashion.

During the path to resolution, it is often necessary for Support to request additional information not readily available. At that point, the case may be placed on hold awaiting follow up. During this period, our automated system will send a reminder email every two days up to a total of seven days to help ensure resolution remains a priority. It is also common for a more complex case to be escalated to multiple higher tier resources during the process of issue investigation and rectification.

The level of response is directly correlated to the severity of the issue and the resulting case priority assigned by the triage team. Response time is defined as the length of time it takes Square 9 to initiate contact from the time an issue is logged with our Support Desk. Cases must be opened by voicemail into the Support hotline, email request to sup...@square-9.com or through our Support page on our website to be eligible for the service levels outlined.

After a case has been worked on for 30 minutes without progress or resolution, the case will be escalated according to the escalation schedule below. Please note that Critical and High priority cases automatically start in an escalated state.

Once it has been determined the question is answered or the problem solved, the Support team will mark the case resolved. When a case is marked as resolved a summary of the case will be sent by email explaining the issue and the steps taken to resolve it.

If a workaround or solution is found independent of working with the Support team, all case emails from our Support team will contain a link to self-close your case. It is appreciated that self-close is utilized to allow our Support team to focus their efforts on open active cases.

If the case is deemed to be suitable for our Professional Services group, the case will be closed and information transferred to that group for project scoping and the potential quoting of billable hours.

Each Square 9 Support contract comprises two components, maintenance, and support. The distinction of each is important, as is the line that separates a covered support incident from a billable professional services engagement. Below we have outlined what is included in each portion of your contract. The next section outlines what is not covered and some common scenarios that can result in billable engagements.

Access to our Support team, either directly or through a reseller, Monday-Friday 8:00 AM-8:00 PM Eastern time, is one of the most important aspects of your contract. This affords your team or your reseller technical contact the ability to create a case within our case management system that is picked up and worked on by a support team member. Cases may be as simple as a how-to question or as complex as a system down scenario.

The Maintenance portion of your contract covers access to upgrades and new versions of products you own. For example, if your current production install is version 4.5, when Square 9 releases version 4.6 or 5.0, provided your contract is active, you will be provided access to the upgrade media.

As an extension of maintenance, Investment Protection ensures that your investment in Square 9 is never lost or penalized when upgrading the license configuration. For example, customers that start with Professional Edition who decide downstream to upgrade to Corporate Edition will have the full purchase price of their original configuration credited towards the new Corporate Edition configuration. Investment Protection also applies to customers upgrading from our SMB bundle. Contact your Square 9 representative to see if your scenario is eligible.

When a support request encompasses the need to configure or deploy, that is generally the dividing line between a covered support case and billable professional services. For example, although access to upgrade media is covered, the services to deploy it are not. Exceptions do occur but below are some common scenarios that can result in billable professional service hours:

It is important to note that if you are supported through a reseller, they may offer an enhanced program that includes some or all of these services as part of your contract. Contact them for a complete rundown of what is covered under your contract.

The start date for your contract is 30 days after your purchase or the day your implementation begins, whichever is sooner. Your renewal date is equal to the start date plus your contract term. The default contract term for most customers is one year although many customers do purchase multiple years up front to lock in their rate. If you have any questions about your term, contact your Square 9 Regional Sales Director or authorized reseller.

Ninety days prior to the end of your term, notification is sent to you or your reseller advising of the impending renewal along with the date and cost for an additional year of service. Once payment is received by Square 9, the contract is extended for the term purchased. The contract is not extended when the purchase order is submitted. If payment is not received prior to the renewal date, the contract is considered lapsed.

Contracts are considered lapsed as soon as they expire if payment for the next term has not been received. In order to reinstate support, payment for the next contract term will need to be received. When a considerable contract lapse occurs, payment for the current period plus all arrears is required to reinstate support.

The Software Support Knowledgebase is now available for self help and troubleshooting. The knowledge base contains support information for all Square 9 products. Click here to access the knowledge base.

For on demand education visit our e-learning portal to register for free access to our library of courses. If you require assistance or have any questions, please contact our support team at www.square-9.com/support to log a case.

The entire Square 9 team is here to make sure your experience with our products live up to the high standards of our user community. If you need any assistance, feel free to visit our support team here.

We welcome any feedback you may have on how we can improve your use of our products or to share your insights on how Business Essentials has impacted your organization. Please feel free to contact us any time at custome...@square-9.com .

As of October 2022, Microsoft will completely deprecate basic authentication for mailbox access. Customers using one of these services MUST upgrade their version of GlobalCapture if any workflows import email from one of these sources. Customers will need to be on GlobalCapture 2.4.113 or greater to continue use of these services in conjunction with GlobalCapture.

Your Azure / Office 365 admin will need to set API permissions appropriately for your organization. The App will need to be configured with privileges to read and edit mail messages from any mailbox that participates in a GlobalCapture. API access to all mailboxes would include:EWS.AccessAsUser.Allfull_access_as_app

Provide an email address in the User Account field, then ensure the option for oAuth2 is checked. Provide the Tenant, Client ID, and Client Secret. Account passwords are not applicable to this authentication method.

Customers who can not or choose not to upgrade GlobalCapture to 2.4.113 or greater can setup mailbox forwarding rules to send messages to a mailbox source that the version of GlobalCapture you are using can authenticate to.

The mail engine has changed in 2.4.113 to allow for oAuth2, which has also changed inbox import behavior. Now, Office365 emails that would have been moved to the deleted folder will instead be permanently deleted from your email inbox. To keep a record of these emails, it is recommended to create a second email address for GlobalCapture to import from and copy forward the emails to that address. The 1st email account should contain the originals, while the 2nd email account should contain copies which the workflow will delete.

The mailbox-level permission needed is Mail.ReadWrite, it needs to be set for each mailbox that GlobalCapture is going to import from. This is separate from the API level access mentioned above. If you want to limit the permissions to a subset of mailboxes, you follow the directions in the Microsoft article to create a new ApplicationAccessPolicy, with only Mail.ReadWrite permissions to the desired mailboxes. These specific steps cannot be performed by Square 9 support. If you run into issues please contact Microsoft support or your Azure / Office 365 admin.

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