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:
| 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 |
| 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 |
| 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 |
