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Welcome to Square 9 Support

On behalf 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.  

As an end user of Square 9’s GlobalSuite of products with an active support and maintenance contract, you gain access to Square 9’s team of highly specialized product experts Monday-Friday, 8:30AM-7:30PM Eastern time.  During that time we are happy to address general product questions, break/fix scenarios, technical support or route you to the appropriate resource for any other need. If you’re working with one of our resellers, they’ll be your first point of contact and can escalate any issues they’re unable to solve to our team on your behalf.  Either way, we look forward to working with you!

Contacting Support

Many of our customers receive first tier support from a local authorized Square 9 reseller.  If you do, you’ll contact your reseller to initiate a support case. All authorized resellers undergo certification training that prepares them to handle common implementation and support scenarios.  As a local representative, they’re also close to the ground and in many cases equipped to provide onsite assistance where necessary. Should they need our assistance, they are able to escalate the case on your behalf to our Support team.  It’s important to note the services, experience provided and associated cost of a support contract can vary greatly between resellers.

If your support is through Square 9 directly, you can contact our support team by email, phone, or via the ticket creation form on our Support home page at  https://www.square-9.com/resources/support.  There you’ll find a Knowledge Base of trending support topics that allow many users to address their issue themselves and self close their case.  It’s also there that you’ll find our industry first live online support queue showing the number of cases currently in queue along with the average wait.  While the average wait shown is calculated across cases of all types, it serves to provide a general idea of how long you should expect to wait to hear from a member of the team.

Support Contact Points

Ticket Creation

Several options exist to contact our support team and create a ticket.  While we do answer live calls, don’t be alarmed if you’re asked to leave a voicemail when calling into support.  Ticket creation is automated when a voicemail is left at our Support number, just the same as when an email is sent to  support@square-9.com, or when the Support Ticket Creation Form is filled out.  Once received, our case management system will automatically timestamp and assign your case a number.  No matter how you choose to submit your case, it will be triaged in the same way, so you can be confident your place in queue will not be impacted by how you initiate a support ticket.

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  support@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.

Handling Multiple Issues

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.

Case Resolution

When a ticket is created, it is immediately added to the queue.  From there, the path to case resolution generally follows these steps:

• Triage Review: The Support Triage Team will review the case and assign priority.

• Case Owner Assigned: Based on priority, the Triage Team will assign a case owner tasked with following up and managing the case.

• In Kind Follow Up: Unless otherwise instructed, the case owner will follow up in kind, meaning they will utilize the same contact method used to log the case.

• Issue Investigation: Once connected, the case owner will review the question or issue and attempt to provide an answer or rectify the situation.

• Scheduling Time to Connect: If our attempts to contact are unsuccessful or result in back and forth attempts, we will offer to schedule a time to connect and attempt to provide an answer or rectify the situation.

• Solution Application: As resolution is uncovered, it will be implemented by the Support technician.  This may include several rounds of testing and the potential for new issues to arise. It may also require involvement from a development or professional services representative.

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.

Case Response

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  support@square-9.com  or through our  Support page on our website  to be eligible for the service levels outlined.

All acceptable response times are expected to fall within Square 9’s business hours.  Cases not opened within Square 9’s Support hours of 8:30AM to 7:30PM Eastern will be picked up the following business day.  Cases opened during business hours may be responded to the next business day if the standard response time is greater than the time left in the current business day.

Case Priority Levels

When evaluating cases, the triage team uses the below criteria to assign a case priority level:

Case Priority Examples