Getting Help & Support

Include for fastest response:

• • Workspace name / subdomain
• • Your email
• • Issue description + steps to reproduce
• • Screenshots / error messages
• • Browser / device
• • Time (with timezone)

In-App Chat (Professional + Enterprise)

• • Help → Chat — Connects to support agent
• • Business hours: Mon–Fri 9am–5pm GMT
• • Transcript emailed after close
• • Co-browsing (opt-in) — Agent sees your screen

Phone Support (Enterprise Only)

• • Dedicated line — Provided on onboarding
• • 24/7 for critical issues (safety, data loss)
• • Callback request via in-app chat

Emergency Contacts

Critical safety issues only (gas, fire, structural, life safety):

Do not use emergency channels for: General questions, billing, feature requests, non-urgent bugs.

Community

MaintenanceOS Community Forum

• • URL: `community.maintenanceos.co.uk`
• • Topics: Tips, workarounds, feature requests, peer support
• • Moderated by MaintenanceOS team
• • Search before posting

User Groups

• • Regional meetups (quarterly, UK cities)
• • Webinars (monthly, feature deep-dives)
• • Beta program — Early access to new features
• • Slack community (invite via forum)

Feedback & Feature Requests

In-App Feedback

• • Help → Send Feedback — Goes to product team
• • Types: Bug, Feature Request, Improvement, Praise
• • Status tracking: You receive updates on your submissions

Public Roadmap

• • URL: `roadmap.maintenanceos.co.uk`
• • Statuses: Researching → Planned → In Progress → Beta → Released
• • Vote on features (Professional + Enterprise)
• • Comment with use cases

Documentation for Developers

• • API Reference: `docs.maintenanceos.co.uk/api`
• • Webhook Guide: `docs.maintenanceos.co.uk/webhooks`
• • SDK Docs: `docs.maintenanceos.co.uk/sdks`
• • Changelog: `docs.maintenanceos.co.uk/changelog`
• • Status Page: `status.maintenanceos.co.uk`

Training & Onboarding

New Workspace Setup

1. Welcome email → Links to setup guide

2. Admin onboarding call (30 min, Professional + Enterprise)

3. Team training session (60 min, optional)

4. First repair walkthrough (guided)

Ongoing Training

• • Monthly webinars — New features, best practices
• • Compliance updates — Quarterly regulatory changes
• • Custom training (Enterprise) — Tailored to your workflow

Escalation Path

If standard support doesn't resolve your issue:

1. Reply to support email — "Please escalate"

2. Request Senior Support Engineer — 2-hour response (Professional+)

3. Customer Success Manager (Enterprise) — Direct contact

4. Formal complaint — `[email protected]` — 5-day acknowledgment

5. ADR — Alternative Dispute Resolution (Enterprise contracts)

Next Steps

• • Contact Support
• • Community Forum Guide
• • Feature Request Process
• • Training Resources

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Pre-launch documentation. Support channels and SLAs may change before general availability.