Company Blog Support
Frank Hagan
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    Support Options

    About ONTRAPORT Support

    ONTRAPORT has world-class live support and several on-line options to get help and gain knowledge.

    Live Support Options

    ONTRAPORT has live agents based in the United States providing support during the following hours:

    Chat and Support Ticket (email) Support

    • Monday - Thursday, 6 AM to Midnight Pacific time (2 PM to 8 AM the next day UTC)
    • Friday, 6 AM to 9 PM Pacific time (2 PM to 5 AM the next day UTC)
    • Saturday and Sunday, 9 AM to 9 PM (5 PM to 5 AM the next day UTC)

    Screen Share Support (by appointment)

    • Monday - Friday, 8 AM to 10 PM Pacific time (4 PM to 6 AM the next day UTC)

    How to Obtain Support

    Inside your ONTRAPORT account, click the question mark "help" icon at the lower right and select the support option. You can also initiate a chat session from our home page at https://ontraport.com.

    Submit a Support Ticket

    A form appears to help us classify the support request and get you help faster. You are notified by email as soon as the ticket is updated. You can also email support@ontraport.com to create a support ticket. 

    Chat Support

    A chat window opens and you can start chatting with a support agent immediately. This is the fastest method of obtaining support. If you cannot access your account you can use the same chat option by visiting HTTPS://ONTRAPORT.com (the chat client appears at the bottom right of the page).

    Schedule a Support Screenshare

    Clicking the link takes you to a scheduling page. You can schedule a screen share session up to four days in advance, but most of the time you'll want to pick one of the nearest time slots. We typically have openings within an hour of your request during our normal operating hours. When we call you back your account is shared on the screen so you and the agent can see exactly what is happening. Shortly after the end of the 20 minute session a video recording of the session is provided for download so you can refer to it later.

    Additional Support Resources

    Peer to peer support is provided in our Facebook User Community and this knowledge base (see also our Q&A Forum).

    Additional Learning Resources

    FAQs

    Q. Why don't you have live telephone support where I can just call in and wait to talk to someone?

    A. We have found the screenshare sessions much more effective. Our agents are able to prepare for your session and your account is on screen, ready for the two of you as soon as you join the meeting. It eliminates you holding for the next available agent, and eliminates phone charges for our clients outside of the United States and Canada. 

    Q. What's the best method to obtain support quickly?

    A. Use chat to get the fastest access to a live support agent! Screenshare support can often be scheduled within 20 minutes to an hour, depending on workload.

    Q. I don't want any plain old support person who is earning minimum wage in some sweatshop in a third world country. I want to speak to your head software developer or her mother about my issue.

    A. Our Support Team is made up of highly trained, well educated, professional representatives who know our software inside and out, and they are the point of contact for all support requests. They all work on our main campus here in Santa Barbara, California. Most of them are good looking too.

    Q. What if I can't get an answer to my question?

    A. You will get an answer. We have a well defined escalation process that provides visibility up to and including our top executives, including our CEO. 

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