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Support Contacts and Resources

This guide provides comprehensive information about how to get help and support when using the platform. We offer multiple support channels and resources to ensure you receive the assistance you need quickly and efficiently.

Support Contact Information​

Primary Support Channels​

Email Support

  • Address: support@canyonvaluation.com
  • Response Time: Within 24 hours for non-critical issues
  • Best For: Detailed technical issues, feature requests, documentation questions
  • Include: Error codes, screenshots, detailed description of the issue

Phone Support

  • Number: 1-800-CANYON-VAL (1-800-226-9668)
  • Hours: Monday-Friday, 8:00 AM - 6:00 PM EST
  • Best For: Urgent issues, complex problems, immediate assistance
  • Note: Have your account information ready when calling

Live Chat Support

  • Availability: Monday-Friday, 9:00 AM - 5:00 PM EST
  • Access: Available through the platform interface
  • Best For: Quick questions, basic troubleshooting, immediate responses
  • Features: Real-time chat with support representatives

Emergency Support​

Critical Issue Support

  • Phone: 1-800-CANYON-VAL (24/7 for critical issues)
  • Email: emergency@canyonvaluation.com
  • Response Time: Within 2 hours for critical issues
  • Definition: Platform completely unusable, data loss, security breaches

After-Hours Support

  • Availability: 24/7 for critical issues
  • Contact: Emergency support line or email
  • Coverage: Nights, weekends, and holidays for urgent matters

Support Tiers and Escalation​

Support Tier Structure​

Tier 1: Basic Support

  • Handles: Common issues, basic troubleshooting, account questions
  • Response Time: Within 24 hours
  • Resolution: 80% of issues resolved at this level

Tier 2: Technical Support

  • Handles: Complex technical issues, integration problems, advanced troubleshooting
  • Response Time: Within 4-8 hours
  • Escalation: From Tier 1 when needed

Tier 3: Expert Support

  • Handles: Critical issues, system-level problems, custom solutions
  • Response Time: Within 2-4 hours
  • Escalation: From Tier 2 for complex issues

Escalation Process​

When Escalation Occurs:

  1. Tier 1 to Tier 2: Complex technical issues, integration problems
  2. Tier 2 to Tier 3: Critical system issues, custom development needs
  3. Tier 3 to Management: Strategic issues, major system problems

Escalation Triggers:

  • Issues unresolved after 24 hours
  • Critical business impact
  • Multiple users affected
  • Security or data integrity concerns

Self-Service Resources​

Documentation and Guides​

User Documentation

  • Location: Available throughout the platform
  • Content: Step-by-step guides, tutorials, best practices
  • Updates: Regularly updated with new features and improvements

Video Tutorials

  • Platform: YouTube channel and in-app video library
  • Topics: Feature demonstrations, troubleshooting guides, best practices
  • Access: Free access for all users

Knowledge Base

  • Location: Support section of the platform
  • Content: FAQ, troubleshooting guides, feature explanations
  • Search: Full-text search across all articles

Community Resources​

User Community Forum

  • Access: Available through platform or website
  • Features: User discussions, tips and tricks, peer support
  • Moderation: Monitored by support team for accuracy

Training Resources

  • Webinars: Monthly training sessions on new features
  • Workshops: Hands-on training for complex features
  • Certification: Training programs for advanced users

Issue Reporting Guidelines​

Information to Provide​

Essential Information:

  1. User Details

    • Full name and email address
    • Organization name
    • User role and permissions
    • Account type (trial, paid, etc.)

  2. Issue Description

    • Clear, detailed description of the problem
    • Steps to reproduce the issue
    • Expected vs. actual behavior
    • When the issue first occurred

  3. Technical Details

    • Browser type and version
    • Operating system
    • Device information (for mobile issues)
    • Error messages and codes

  4. Context Information

    • What you were trying to accomplish
    • Any recent changes or updates
    • Impact on your work or business
    • Urgency level

Supporting Documentation​

Screenshots and Recordings:

  • Screenshots: Capture error messages, unexpected behavior
  • Screen Recordings: Show step-by-step reproduction of issues
  • File Attachments: Include relevant files (if not sensitive)

Error Logs:

  • Browser Console: Include console errors and warnings
  • Network Logs: Capture network request failures
  • Application Logs: Include any available application logs

Support Response Times​

Standard Response Times​

Email Support:

  • Initial Response: Within 24 hours
  • Follow-up: Within 48 hours
  • Resolution: 3-5 business days for complex issues

Phone Support:

  • Immediate: During business hours
  • Callback: Within 2 hours if immediate assistance not available
  • Resolution: 1-3 business days for complex issues

Live Chat:

  • Response: Within 5 minutes during business hours
  • Resolution: Immediate for simple issues, follow-up for complex

Priority Levels​

Critical (P1):

  • Response: Within 2 hours
  • Resolution: Within 24 hours
  • Examples: Platform down, data loss, security breaches

High (P2):

  • Response: Within 4 hours
  • Resolution: Within 48 hours
  • Examples: Major feature broken, multiple users affected

Medium (P3):

  • Response: Within 24 hours
  • Resolution: Within 5 business days
  • Examples: Minor feature issues, individual user problems

Low (P4):

  • Response: Within 48 hours
  • Resolution: Within 10 business days
  • Examples: Feature requests, documentation questions

Account and Billing Support​

Account Management​

Account Issues:

  • Password Resets: support@canyonvaluation.com
  • Account Access: Phone support or email
  • User Management: Contact your organization administrator

Billing Support:

Subscription Management​

Plan Changes:

  • Upgrades: Contact billing support
  • Downgrades: 30-day notice required
  • Cancellations: 30-day notice required

Payment Issues:

  • Failed Payments: Automatic retry, contact if persistent
  • Refunds: Processed within 5-10 business days
  • Invoices: Available in account settings

Training and Onboarding Support​

New User Onboarding​

Welcome Package:

  • Welcome Email: Sent upon account creation
  • Getting Started Guide: Step-by-step setup instructions
  • Video Tutorials: Basic platform navigation and features

Onboarding Support:

  • Dedicated Support: First 30 days of account
  • Training Sessions: Scheduled one-on-one or group sessions
  • Success Manager: Assigned for enterprise accounts

Ongoing Training​

Regular Training:

  • Monthly Webinars: New features and best practices
  • Quarterly Workshops: Advanced features and workflows
  • Annual Conference: User conference with training sessions

Custom Training:

  • Organization-specific: Tailored to your business needs
  • Role-based: Training for specific user roles
  • Workflow Training: Custom workflow implementation

Feedback and Feature Requests​

Providing Feedback​

Feature Requests:

Bug Reports:

  • Email: bugs@canyonvaluation.com
  • Platform: Bug report form in support section
  • Include: Detailed description, steps to reproduce, screenshots

General Feedback:

Feature Request Process​

Submission:

  1. Describe: Clear description of requested feature
  2. Justify: Business case and benefits
  3. Prioritize: Impact and urgency level
  4. Follow-up: Track request status

Evaluation:

  • Technical Feasibility: Engineering team review
  • Business Value: Product team assessment
  • User Impact: User research and feedback
  • Timeline: Development and release planning

System Status and Maintenance​

System Status Page​

Status Page:

  • URL: status.canyonvaluation.com
  • Updates: Real-time system status
  • Notifications: Email alerts for major issues
  • History: Past incidents and resolutions

Maintenance Schedule:

  • Regular Maintenance: Monthly, scheduled in advance
  • Emergency Maintenance: As needed, with immediate notification
  • Downtime: Minimized, typically 2-4 hours during off-peak

Communication Channels​

Maintenance Notifications:

  • Email: Sent 48 hours before scheduled maintenance
  • In-app: Banner notifications during maintenance
  • Status Page: Real-time updates during maintenance

Incident Communication:

  • Immediate: Status page updates
  • Email: Incident notifications to affected users
  • Resolution: Post-incident reports and lessons learned

International Support​

Global Support Coverage​

Time Zones:

  • Primary: EST/EDT (Eastern Time)
  • Extended: Support available in multiple time zones
  • 24/7: Critical issue support available globally

Language Support:

  • Primary: English
  • Secondary: Spanish, French (limited availability)
  • Translation: Documentation available in multiple languages

Regional Support:

  • North America: Full support coverage
  • Europe: Business hours support
  • Asia-Pacific: Limited support hours
  • Other Regions: Email support with extended response times

Support Quality and Satisfaction​

Quality Metrics​

Response Time:

  • Target: 95% of issues responded to within SLA
  • Measurement: Automated tracking and reporting
  • Improvement: Continuous monitoring and optimization

Resolution Rate:

  • Target: 90% of issues resolved at first contact
  • Measurement: Customer satisfaction surveys
  • Improvement: Training and process optimization

Customer Satisfaction:

  • Target: 95% satisfaction rating
  • Measurement: Post-resolution surveys
  • Improvement: Feedback analysis and process improvement

Continuous Improvement​

Feedback Collection:

  • Surveys: Post-resolution satisfaction surveys
  • Reviews: Regular support quality reviews
  • Metrics: Performance tracking and analysis

Process Improvement:

  • Training: Regular support team training
  • Tools: Continuous tool and process improvement
  • Documentation: Regular documentation updates

Contact Information Summary​

Quick Reference​

General Support:

Specialized Support:

Business Hours:

  • Monday-Friday: 8:00 AM - 6:00 PM EST
  • Emergency: 24/7 for critical issues
  • Holidays: Limited support, emergency only

Response Times:

  • Email: Within 24 hours
  • Phone: Immediate during business hours
  • Live Chat: Within 5 minutes
  • Emergency: Within 2 hours

This comprehensive support guide ensures you have access to the help you need when you need it. Our support team is committed to providing excellent service and resolving your issues quickly and efficiently.