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Energage Service Policy

Purpose

This Service Policy describes how Energage provides customer support for its products and services. It is intended to help customers understand the scope of support, how to engage with the Support team, and how support requests are prioritized.

 

Key Terms

For clarity, the following terms are used throughout this policy:

  • Support Request: A question, issue, or request submitted by an authorized customer contact through approved support channels.
  • Administrator: A customer-designated individual authorized to manage platform configuration and submit support requests.
  • Severity: A classification used to prioritize support requests based on their impact to platform functionality or customer operations.
  • Business Hours: Energage’s published support hours, as described in this policy.

 

Scope of Support

Energage Support assists customers with the administration and use of the Energage platform and related services.

 

Support typically includes:

  • Guidance on platform administration and configuration
  • Assistance with product features and functionality
  • Troubleshooting unexpected platform behavior
  • Identification and logging of potential product defects
  • Submission of enhancement requests for product consideration
  • Directions to documentation and self-service resources

     

Support is intended for authorized customer administrators and designated contacts. Assistance for end users of the platform is generally limited to access or authentication-related issues, unless otherwise specified in a customer’s agreement.

 

Support Channels

Customers may contact Energage Support through:

  • Email communication with the Support team
  • Phone communication with the Support team

     

The Energage Help Center is available 24/7 and includes documentation, knowledge articles, and guidance to support self-service troubleshooting and learning.

 

Hours of Support

Energage provides support services Monday through Friday, 8:30 a.m. to 8:00 p.m. Eastern Time, excluding company holidays.

Support requests submitted outside of standard business hours are reviewed during the next business day, unless otherwise specified in a customer’s service arrangement.

 

Issue Prioritization

All support requests are reviewed and prioritized based on impact and urgency.

Energage uses a severity-based approach to guide triage and handling. Severity reflects how significantly an issue affects platform functionality or customer operations.

 

In general:

  • Issues that materially affect platform functionality or customer workflows are prioritized ahead of lower-impact issues
  • Issues affecting limited functionality or a subset of users are addressed through standard support workflows
  • Requests for enhancements, usability improvements, or general questions are evaluated separately from operational issues

     

Severity classification may be adjusted as additional information becomes available during investigation.

 

Communication During Support Requests

Energage aims to communicate clearly and appropriately throughout the lifecycle of a support request.

 

Depending on the nature of the issue, communication may include:

  • Confirmation that a request has been received
  • Updates when material progress is made
  • Notification when a workaround, mitigation, or resolution is available

     

The frequency and format of communication may vary based on the severity and complexity of the issue.

 

Customer Responsibilities

To help Energage provide effective support, customers are expected to:

  • Submit accurate and complete information when requesting support
  • Maintain designated administrative contacts
  • Respond to reasonable requests for additional information or testing

     

Delays in providing necessary information may impact the investigation or progress.

 

Exclusions

Energage Support does not include:

  • Development or implementation of custom functionality
  • Extensive or specialized training beyond standard documentation and onboarding
  • Troubleshooting or support for third-party systems, software, hardware, or networks not provided by Energage

     

Additional services may be available through separate professional services arrangements.

 

Policy Updates

Energage may update this Support Policy from time to time to reflect changes in products, services, or operating practices. The most current version will be published in the same location as this policy.