Support
24/7 on a toll-free North American line, with a named contact who does not change.
Support is included in the subscription. It is not a paid tier, and it is not a chatbot with an escalation path to nowhere. Overnight issues are worked while your office is closed, because our support centers are not all in your time zone.
Evaluating us? Support is a fair thing to test before you sign. Ask us how a Saturday tournament conflict gets resolved.
How support works
- Line
- 1-877-583-1510, toll-free, 24/7
- Channels
- Phone, email and ticketing
- Named contact
- An account contact who stays the same
- Follow the sun
- London, Brisbane, Sydney and Colombo centers
- Hours
- 24/7, every day
- Cost
- Included, not a paid tier
- Escalation
- To the product team, not around it
- Availability
- 99.9% contracted, in the agreement
What support actually covers
And what it does not.
A recreation department has a different support profile from an office. Your busiest hours are evenings and weekends, which is exactly when most vendors are closed.
- Evenings, weekends and holidays. When your facilities are actually in use. A Saturday tournament conflict is a support case, not a Monday ticket.
- Configuration help, not just faults. Adding a facility, changing a rate class after a council resolution, or adjusting approval routing. That is support, not professional services.
- A named account contact. Someone who knows your configuration, your business areas and your season, and who does not rotate.
- Adoption review after go-live. A scheduled look at how staff and residents are actually using it, with changes made rather than noted.
- What is not support. New business areas, new integrations and data migration are scoped work with a price. We will tell you which side of the line a request falls on before we do it, not after.
Service levels, in the agreement
Not on a marketing page.
| Item | Commitment |
|---|---|
| Availability | 99.9% contracted, with the service level terms in your agreement rather than on a web page. |
| Disaster recovery | A documented plan with defined recovery point and recovery time objectives, stated in your agreement. |
| Security testing | Independent penetration testing quarterly, with remediation tracked to closure. |
| Vulnerability reporting | A published route for your security team or an external researcher: security@optimogov.com. |
| Data export | A full structured export of your data in a machine-readable format at any point, at no charge. |
Test support before you sign.
Ask us to walk through how a specific failure on a Saturday evening gets handled, end to end.