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Support Options

We strive to provide the best possible support for our customers. To ensure efficient and effective assistance, we have implemented the following support policy.

Email Support​

We offer comprehensive email support for all our customers. Our support email address is [email protected]. We encourage you to use this method for all technical inquiries and support needs.

Why We Don't Offer Regular Phone Support​

MSPintegrations is a highly specialized B2B SaaS product that empowers users to interact with Autotask using every single API call they offer. This level of integration allows for the creation of complex and powerful workflows. Due to the technical nature of our product, we have made the strategic decision not to offer regular telephone support. Here's why:

  1. Specialized Knowledge: The vast majority of support requests we receive are highly technical, often requiring in-depth knowledge of both our product and the entire Autotask API. This level of expertise is extremely rare and difficult to find in potential support staff.

  2. Product Complexity: Our product allows for intricate customizations and workflows. Properly addressing technical questions often requires a comprehensive understanding of how these elements interact within the broader Autotask ecosystem.

  3. Development Focus: Our core team, including our lead developers, are constantly working on improving and expanding our product. Their time is primarily spent coding, testing, and implementing new features to enhance MSPintegrations. If they were to handle regular phone support, it would significantly impact our ability to maintain and improve our product.

  4. Global Customer Base: Our customers are located around the world and operate 24/7. Providing round-the-clock phone support would require a large team of highly skilled professionals across multiple time zones, which is not feasible for our specialized product.

  5. Quality of Support: We believe in providing thorough, accurate, and helpful responses to all technical inquiries. Email support allows our most knowledgeable team members to address your questions in detail, even if they're not immediately available when the question is asked.

Emergency Support Exception​

While we generally do not offer phone support, we recognize that critical situations may arise. We have one exception to our no-phone-support policy for genuine customer emergencies.

What Constitutes an Emergency?​

We define an emergency as a situation where logic built in MSPintegrations that previously worked stops functioning unexpectedly and inexplicably.

Please note: We do not consider it an emergency if you are trying to build new logic or create a new workflow and need assistance. For these cases, please email us for support.

Emergency Support Process​

If you are experiencing a situation that meets our definition of an emergency:

  1. You may call our toll-free emergency support number (+1-877-214-1606).
  2. Our answering service will take your information and the nature of the emergency.
  3. Our answering service will attempt to locate an engineer to assist you as quickly as possible.

Remember, this emergency process is only available for critical issues as defined above. For all other inquiries, please use our standard email support channel.

How We Provide Effective Support​

To ensure you receive the best possible support:

  1. Comprehensive Documentation: We provide detailed documentation for many features of MSPintegrations, including examples of API usage and common workflows. This information is readily available in our knowledge base.

  2. Email Support: Our technical team reviews and responds to all email inquiries. This allows us to provide in-depth, accurate answers to your questions, often with code examples or step-by-step instructions (sometimes, we'll even respond with a video as we walk through the solution).

  3. Regular Updates: We continuously update our documentation based on common questions and issues raised by our customers.

  4. Community Forums: We maintain active community forums where users can share experiences, workflows, and solutions.

  5. Scheduled Consultations: For complex issues or custom implementations, we offer scheduled video consultations with our technical team (additional fees may apply). To inquire about a scheduled consultation, send us an email.

We appreciate your understanding of this policy. Our goal is to provide the most effective support possible while continuing to develop and improve MSPintegrations. By focusing our resources on email support, comprehensive documentation, and reserving phone support for true emergencies, we can ensure that you receive accurate, helpful, and timely assistance for your technical needs.