Rossware Support Scope
At Rossware, we are eager to help you and your business be your best. While our products are very powerful, we know they can be somewhat challenging to harness to their full potential. A mass of documentation is available to cover nearly every area of our software, but sometimes more assistance is needed. To address this reality, we have ensured a full and super-capable support team is available to assist you whenever you encounter a problem.
However, so that our team is available when they are needed by all clients and not tied up unnecessarily, it is essential to limit the scope of what Rossware Support is responsible for and what we are not. You'll find our support team is anxious to help in almost all circumstances, and the scenarios in which we must take a stance to stay within our scope are few and far between.
Rossware support is responsible for:
helping you learn the proper operation of our software and services as a supplement to documentation.
helping you overcome difficulties of understanding, even on topics otherwise documented so long as a good faith effort has been made to utilize relevant documentation.
taking reports of and assisting with perceived or actual problems with our products as a path to resolution or improvement.
Rossware support is not responsible for:
acting as an agent or employee of your business, i.e., operating the software for you, communicating with your customers or industry partners on your behalf. You are ultimately responsible for being the software user and trying to learn proper practices and operations.
assisting with networking, email set-ups, unsupported third-party integrations, or software.
Cancellation​
Rossware offers ongoing support for a monthly fee. Ongoing support entitles you to our excellent support team, new updates and features, and supplemental utilities that work with our core software, ServiceDesk.
Cancellation of support means losing access to all the benefits mentioned above.