Support

Need Assistance?

AccuRoute CloudFAX is here to help! We have a variety of online resources to help you find the information you need and a dedicated Technical Support team to help you resolve any issues or questions.

AccuRoute CloudFAX Community

The AccuRoute CloudFAX Community offers multiple resources to help you find the information you need, including:

  • Product Info, News, & Events: View product data sheets, white papers, customer success stories, and general product information.
  • Notifications: Sign up to receive proactive alerts regarding issues impacting the AccuRoute CloudFAX server environment.
  • Forums: Post and reply to discussions on topics with and other customers.
  • Knowledge Base: Articles on how to solve common problems, from configuration to troubleshooting issues
  • Known Issues: View current known issues.
  • Release Information: Get product release notes and release timelines.
  • Training: Information on our instructor-led training courses and free Open Q&A sessions. Q&A sessions are a great opportunity to ask questions and discuss with an experienced trainer and other users.

Technical support

The Technical Support team is dedicated to helping our customers succeed with the use of our products by providing timely resolutions to customer issues and questions that are impeding their use of products.

Contact Technical Support

When contacting Technical Support, you will need to provide your name, contact information, company account name, and as much technical detail that you can provide to clearly describe your question or issue. Attachments can be included when using the Community or email to request assistance.

  • Web: Manage cases and open new cases by clicking the Contact Support button in the Community.
  • Email: Send any support requests to accuroute-support@uplandsoftware.com.
  • Phone: Call us at 978-327-5700 or 1-888-303-8098.

Support hours

Standard support hours are 8:00 AM to 8:00 PM (U.S. Eastern Time), Monday-Friday. If you are having issues accessing your service outside of support hours, please call the phone numbers above. Email and web communications are monitored during support hours only.

After contacting Technical Support, what should I expect?

You will receive an email confirming your case has been created, along with the case number. Please use that case number when corresponding with Technical Support on any follow-up communications.

If your request is made during support hours, Technical Support will attempt to contact you within 2 hours. If your request is made outside of support hours, the support team will attempt to contact you within 2 hours at the start of the next business day.

If you prefer to be contacted by phone rather than email, please express that in your support request.

If you cannot access your Service, please make sure you indicate that this is a critical issue so that we can recognize and respond to your request as a high priority issue.

Note: Technical Support requires an active support contract. See AccuRoute Support Packages for more information.

Training

Learn the skills you need to succeed with instructor-led training classes!

For Training, Sales, Consulting Services, and Licenses, contact us at: