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Screendoor Support Policy

DOBT provides unlimited support for Screendoor via support@dobt.co, Monday through Friday during our business hours, 9 a.m.–6 p.m. Pacific. We offer phone support for our enterprise customers.

For status updates and details of scheduled maintenance, visit the DOBT Status Board.

Here’s how we categorize and resolve technical issues and non-technical support requests:

Technical Issues

Category Description Initial Response Time (SaaS) Initial Response Time (Enterprise)
Level 1
Urgent
Proven error of the Product in a production environment. The Product software is unusable, halts, crashes, or is inaccessible, resulting in a critical impact on the operation. No workaround is available. 2 hours 2 hours
Level 2
High
The Product will operate but due to an Error in a production environment, its operation is severely restricted. No workaround is available. 4 business hours 2 hours
Level 3
Normal
The Product will operate with limitations due to an Error in a production environment that is not critical to the overall operation.

For example, a workaround forces a user and/or a systems operator to use a time consuming procedure to operate the system, or removes a non-essential feature.
4 business hours 2 business hours

Support Requests from Screendoor Users

Category Description Initial Response Time (SaaS) Initial Response Time (Enterprise)
Urgent support request "Help, I can't use Screendoor until you answer my question!" 4 business hours 2 business hours
Non-urgent support request "Just wondering, how do I do X?" 8 business hours 8 business hours

Support Requests from Respondents

Category Initial Response Time
Request for respondent authentication link 8 business hours
Request for respondent authentication link
where the project deadline is within the next 24 hours
2 business hours
Other request 8 business hours