Support
Our Support Policy
Platform Application Availability
Provider will use commercially reasonable efforts to have the Service, including the website, available 24 hours per day, 7 days per week, excluding any scheduled maintenance as described below and unscheduled downtime due to events beyond Provider’s control. Times noted below are approximate and may change.
Scheduled Maintenance
There will be weekly scheduled maintenance (currently every Monday, though the day may change) between 4:00 PM and 6:00 PM Eastern time to perform system maintenance, backup, and upgrade functions for the Platform Application. Weekly scheduled maintenance does not normally require the Platform Application to be offline for any appreciable length of time; however, during maintenance, the Platform Application may have short periods of instability and may be offline for up to one hour. If scheduled maintenance is required outside of the weekly scheduled maintenance described above, Provider will notify Subscriber with reasonable advance notice.
Unscheduled Maintenance
Unscheduled maintenance may be required to resolve issues that are critical for Subscriber and/or performance of the Platform Application. Provider will notify Subscriber when possible via email prior to the unscheduled maintenance. When possible, unscheduled maintenance will be conducted between 9:00 PM and 3:00 AM Eastern time.
Provider’s Product Support Team provides Standard Support from 8:00 a.m. to 5:00 p.m. Eastern time, Monday through Friday. Contact should be made by creating a support ticket or by calling (833) 492-8370 and Press 1 for Technical Support.
Product Support
Excel Import Template
We love to import data! So much so, we don’t charge for it if you do some homework ahead of the import to Rounds.
This downloadable template for Waterly Rounds will allow you to see how we format data before we import. You’ll have to reach out to a create a Waterly Support Ticket to get a copy of your Waterly data model, but once you have the structure of your data, you have to let us know what data you want imported and prep it (clean it up a bit) to make it easy for a machine to import.
You’ll want to see our Help Desk article entitled ”Importing Data to Waterly” for a step-by-step guide to help you get your data ready for the Waterly machine!
v1.3