Who We Support:
We support our clients or partners. We do not provide support to guests or end-users.

How Do We Support:
We support our clients in English and do not guarantee support in other languages. We will do our best with using translation tools. It’s the responsibility of the client to use the appropriate translations tools or have a translator.

Support Request Methods:

*A ticket will be open but subject to response times below.  Additional fees for phone support may apply.

What we will support:

• If you’re having issues accessing any of our platform services.
• If you need help with operation of our platforms.
• Basic configuration assistance with third-party hardware or software.
• Basic troubleshooting support for GoZone-managed hardware.

Limited Hardware and Network Support:
Hardware manufacturers frequently make changes to firmware, controllers and GUI’s. The information in our integration documents may be out of date or images may be different and is to be used as a general reference guide. We do offer additional limited support to help with trouble-shooting. We highly recommend that you have a hardware support agreement and/or access to a hardware support engineering representative from the manufacturer. GoZone will not configure any non-GoZone or third-party hardware.

Limited Third-party Software Support:
We offer limited support on third-party software that our services may be integrated with and cannot guarantee any functionality. We will use our best-efforts to make sure that any published third-party software integrations function as advertised and will make best-efforts to correct any incompatibilities or bugs that may exist but cannot guarantee a time-frame or if there’s a fix available. Third-party software integrations are subject to be removed at our sole discretion. The information in our integration documents may be out of date or images may be different and is to be used as a general reference guide.

GoZone-Managed Hardware:
If GoZone has supplied you with managed hardware as part of the service, and our Support Team determines that it is defective, we will ship out a replacement within 1 business day and may supply you with a return label to return the defective hardware. Customers receiving replacement GoZone-managed hardware must return the defective hardware within 30 days or your account will be charged for the full cost of the replacement hardware.

Response Times:
We try to answer questions as quickly as possible and we prioritize issues as they are received by our team. Unless you have a separate support agreement, the following response times are typical, but not guaranteed. Resolution times may vary based upon on reported issue and circumstances.

Ticket/E-Mail:
Our goal is to respond to e-mail support requests within 1 business day from receipt.
Phone: If a Support Team member is available and it’s during business hours, then we will be available to assist you. If the team members are busy and you leave a message, then our goal is to respond within 1 business day.

Emergency After-Hours Support:
We offer emergency after-hours support for an additional fee per call request outside of our normal business hours. By selecting the emergency after-hours support option through our phone system, you approve receiving a call from our Support Team to provide support as outlined in this policy and any charges associated with the provided support. Our team will track their time and your account will be charged the next business day at our current support rate.

Remote Screen-share Support:
When a support representative deems it necessary or more time-efficient, we may use a remote screen-share utility to assist you with a particular issue. Our policy is to provide you guidance to solve an issue without our team making any changes on your behalf. Please be sure to hide any confidential information before allowing screen-share access.

Fees for Support:
Unless you have a separate support agreement from us, we reserve the right to charge fees for support and professional service requests that are outside of our support scope or support hours, including special database or report requests and issues related to third-party hardware or software. Support and Professional Service time will be tracked and charged in half hour increments.  Paying a fee does not guarantee a resolution.

Upgrades, Updates and System Maintenance:
We, or our hosted infrastructure provider(s) or vendors, periodically upgrade, update and maintain our platforms, services and the infrastructure they rely on.  When we have control of a maintenance or update issue, we will always try to perform these updates to minimize any potential downtime. We always perform version updates to our platforms on off-peak days and times, usually on Tuesday’s, Wednesday’s or Thursday early mornings EST.  We may also deploy patches or fixes at any time to correct any identified bugs that our team deems critical.

Support Service Agreements:
We offer a full suite of support services including one-time professional services and managed recurring support services. Support Agreements allow you to gain access to business consulting, marketing consulting, sales support, platform training, and one-on-one technical support.

• HOW CAN THE SUPPORT HOURS BE USED:
  Support Agreement Hours may be applied to communication via phone, screen share, extensive email or text, and associated deliverables. 
  • Consultative technical support
  • Consultative business development
  • Sales and marketing support
  • Specific scenario platform support
  • Splash page design assistance
  • Campaign creative assistance and consulting
  • Platform or product training
  • Custom development SOW’s
  • Strategic consultations
• A paid support agreement will ensure priority ticket responses over non-paid support.  After-hours or emergency support is still subject to separate billing fees per this support policy.
• Hours must be used in minimum quarter-hour increments. Unused hours do not carry over to the following month.
• Creative work and other support ticket requests will be processed in the order they are received and we cannot make any guarantees on delivery time-lines for creatives. If you need something created in a specific time-frame, please discuss with a support service team-member well in advanced so we can allocate resources.

Updates to this Policy:
We may update this Policy from time to time. If we make any changes to this Policy, we will change the “effective date” below and will post the updated Policy on this page (https://www.gozonewifi.com/policies/support). Continuing to use our Services after we publish changes to this Support Policy means you are consenting to these changes.If you wish to unsubscribe from e-mail communication from GoZone WiFi, you may e-mail us at info@gozonewifi.com. Additionally, most of our email distributions contain an “unsubscribe” link. If you have questions or comments about this Support Policy or the practices of GoZone WiFi, you may contact us at info@gozonewifi.com.If you have any questions about this Policy, please contact us at info@gozonewifi.com or by writing to us at: GoZone WiFi LLC
PO Box 12275
St. Petersburg, FL 33733

Effective date: October 12, 2022