Who do I contact for technical support?

Encountering technical difficulties can be frustrating, but knowing how to find the right support can make the process much smoother. This guide outlines the steps you can take to identify and contact the appropriate Optii technical support for your issue.

Step 1: Identify the Product (Service, Chat, Housekeeping, Projects, Above Property Dashboard)

• What's causing the problem? Pinpoint the specific product that's malfunctioning. Is it your computer, a specific application, your internet connection, a website, or something else?
• Be specific: The more details you have about the product, the easier it will be to find the right support. For example, instead of "notification" specify "my team is using Optii Chat and they are not receiving notifications on the Android devices, team members using iPhones are getting notifications, here is a screenshot of message sent on chat that never received the notifications for the android devices...'

Step 2: Check for Self-Service Resources

• Optii Learning Center: check our comprehensive support sections at help.optiisolutions.com. Look for FAQs, knowledge bases, tutorials, troubleshooting guides.
• Online search: Use search engines like Google, to search for solutions to your specific problem. Be as descriptive as possible in your search terms.

Step 3: Choose the Best Support Channel

• Urgency: If your issue is urgent, phone support might be the best options for immediate assistance.
• Complexity: For complex technical problems, email support might be more suitable, as it allow for more detailed explanations.

Step 4: Gather Necessary Information

Before contacting our support team, gather the following information to help the support representative assist you more efficiently:

• Product: Service, Housekeeping, Chat, Projects, Above Property Dashboard
• Description of the problem: Explain the issue clearly and concisely, including any error messages you've encountered.
• Steps you've already taken: Describe any troubleshooting steps you've already tried.
• Relevant screenshots or error logs: If possible, provide visual evidence of the problem.

Step 5: Contact Optii Support

• Follow the instructions: reach out to us at help@optiisolutions.com
• Be clear and concise: Explain your issue clearly and provide the information you gathered in the previous step.
• Be patient: Depending on the support channel and the complexity of your issue, it might take some time to receive assistance.
• Keep records: Note down any case numbers, support representative names, or other relevant information for future reference.

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