Get the help you need, when your operation needs it.
GroundWidgets provides software maintenance and support for its core products, along with optional IT services for network, hardware, infrastructure, and other issues outside the standard software agreement.
Call the GroundWidgets Help Desk at 201.693.4150, option 1 . Emergency support is available 24 hours a day, 7 days a week for urgent cases. Issues outside standard software support may be subject to additional IT service charges.
Use the Help Desk portal or send your request by email.
Your request is documented and an email confirmation is generated.
Cases are handled based on urgency and the response-time guidelines below.
The support team works with you according to the applicable SLA.
Support Procedures and Policies
Coverage built around GroundWidgets software products
The Software Maintenance Agreement applies to software-related updates, fixes, new features, and knowledge access. General Software Support Coverage applies to operational support, emergency support, and system configuration.
The term “Software” throughout this page refers to GroundWidgets products only: SantaCruz, Voyageur, Unified Livery Systems (ULS), and Limousine Management Systems (LMS).
Help with the GroundWidgets software environment
- Access to Helpdesk Support via phone, email, or online portal
- After-hours and weekend emergency support for software technical issues only
- System setup, feature activation, or configuration settings during business hours
- Software technical support not requiring additional training (30 minutes max per support ticket)
- Access to Knowledge Base
- Access to user manuals
- Access to training manuals and quick reference guides
- Access to online training videos
- Access to monthly or quarterly webinars
- Access to Academy at industry tradeshows
- Access to annual user conferences
Software updates, releases, and enhancements
- New software release versions
- Software enhancements and fixes
- System software updates
- Remote training on new features and functionality not explicitly covered in user manuals, documentation, or release notes (30 minutes maximum per feature per session)
- Custom software development at fixed price
Software issues not covered under the agreement
- Training or re-training sessions for new or existing employees and managers on standard software features
- Scheduled training sessions exceeding one hour related to existing or new functionality not covered in user manuals or documentation
- Re-installation of software applications or integration modules on new or existing workstations when not part of a standard software release
- Data import, export, manipulation, cleanup, or updates 45 days after go live
- Assistance with rate books, pricing rules setup, or configuration related to price changes after go live
- Setup, configuration, training, or production cut-over of modules and features after go live requiring more than one hour of setup and deployment time
- Configuration changes 45 days after go live requiring more than one hour of effort and an implementation resource
- Customized implementation projects not part of the original License, Maintenance, and Support agreement
- Major configuration changes to setup, workflows, rates, etc. 45 days after go live
- Additional entity setup including workflows, rates, pricing rules, and data import
- Problems or data issues caused by user error, misuse, alteration, or unauthorized use of the software or database
- Any custom development or feature request not part of standard software functionality
Technology issues not covered under the agreement
- Problems caused by hardware failure of servers, workstations, switches, or infrastructure
- Power outages or issues related to internet service providers or other third-party services
- Viruses, malware, ransomware, spam, DoS attacks, hacking, firewall, or security issues that stop software functionality or corrupt data
- Windows or Mac operating system updates or upgrades that render software inoperable
- Printing or printer driver related issues
- Email server, Office 365, Outlook, or third-party email service issues
- Interruptions or issues with third-party data or service providers such as maps, flight tracking, payment integrations, or text messaging
- Internet or communications connectivity problems affecting mobile apps or websites dependent on third parties
- Wiring and network infrastructure issues affecting network speed and indirectly the software
- Accidents, damages, or negligence at the customer site that render hardware inoperable
- Database restoration, including reconfiguration after systemic failure
- Data corruption or loss resulting from hardware failure or failure to perform routine maintenance or upgrades
- Improper configuration or changes to hardware or database that render software inoperable
- Addition or removal of third-party software or hardware that impacts the software
- Software issues related to nonexistent or incomplete disaster recovery plans
- System or data backups not explicitly covered by GroundWidgets Support
Standard support and emergency support availability
Support tickets are addressed in the order received and according to the response time guidelines below.
Open and track your support request
Support requests can be opened 24x7 by emailing details to:
support@groundwidgets.com
Submit requests through the online help desk portal:
helpdesk.groundwidgets.com
The Support Help Desk can also be reached by telephone at 201.693.4150 option 1.
Normal business hours are Monday through Friday from 8:30 AM to 6:00 PM ET.
A ticket number will be assigned to all requests and you will receive an email confirmation. Requests are addressed in the order received and according to response time guidelines.
24x7 emergency support for urgent software issues
For emergency cases involving urgent software issues, GroundWidgets can be reached 24 hours a day, 7 days a week.
Call the GroundWidgets Help Desk phone number at 201.693.4150 option 1.
If an operator or technician is unable to answer the call, leave a detailed message and GroundWidgets will respond as soon as possible within the SLA guidelines.
Emergency support engineers are on call 24x7x365. If you do not receive a response within 60 minutes, contact your account manager via cellphone or text message.
Issues outside standard software support may be subject to additional IT service charges. If a reported issue is determined to be not an emergency, GroundWidgets reserves the right to charge the emergency IT services rate of $350/hour with a 3-hour minimum.
How requests are prioritized
GroundWidgets prioritizes general support cases, urgent cases, and planned support cases according to the criteria below.
Criteria
- System is not operational or has major performance issues
- Multiple users or workstations are unable to access the system
- A vital component is severely impacting operations or performance
- The security of the network is at risk or has been compromised
GroundWidgets responds to urgent emergency requests within 15–60 minutes, 24x7x365.
Important: Urgent classification does not necessarily mean every underlying technology issue is included under standard software support. Out-of-scope services may be billable.
Emergency rate: $350 per hour with a 3-hour minimum if the case is determined not to be an actual emergency.
Criteria
- Request is not identified as urgent by the customer
- User is experiencing an issue that does not interfere with critical system function
- User has setup, configuration, information, or training-related inquiries
Standard case response times
High Priority: 3–6 business hours
Medium Priority: 1–3 business days
Low Priority: 3–6 business days
Criteria
- Software application or system upgrades
- Computer installations, configurations, or relocations
- Routine maintenance and system health checks
Planned requests require scheduling, research, or advance preparation with a client and authorized contact.
Some planned requests, other than upgrades, may be billable. Any such charges are communicated for approval before work begins.
Help when the issue falls outside standard software support.
GroundWidgets can also provide per-project technical assistance for network, hardware, infrastructure, and other technology issues.
Per-project technical assistance when issues fall outside standard software support
IT Services are provided on a per-project basis where an estimate proposal may be requested by, or work is authorized via email by, the client.
A per-project hourly charge of $200/hour with a 2-hour minimum during normal business hours, or $350/hour with a 3-hour minimum during non-business hours, applies for identifying and resolving the issue.
A signed proposal with full or partial payment may be required prior to commencing any work on a project estimated over 4 hours.
GroundWidgets offers optional IT Services to assist in resolving issues not covered by the Software Maintenance and Support Agreement.
A per-project hourly charge of $200/hour with a 2-hour minimum during normal business hours, or $350/hour with a 3-hour minimum during non-business hours, applies for identifying and resolving the issue.
Note: The term “Software” throughout this Agreement refers to GroundWidgets products: SantaCruz, Voyageur, Unified Livery Systems (ULS), and Limousine Management Systems (LMS).
Submit and track support issues in one place
Visit the online portal to submit and monitor your support requests with the GroundWidgets Helpdesk. Requests made outside the portal or not reported via email may result in delayed response times.
Manage your requests in one place
To monitor the status of your support tickets, visit:
helpdesk.groundwidgets.com
- Submit new support tickets to the helpdesk
- Monitor and track all support tickets in one place
- Access Knowledge Base articles, user documentation, and training videos
Emails sent directly to the support team will also generate tickets in the Helpdesk Support system.
Get help accessing the portal
If you need assistance accessing the support portal or need login credentials, contact the support team via email:
Communications that begin outside the support portal, or are not sent through email, may result in a longer time for issues to be resolved by the support team. GroundWidgets encourages customers to follow these guidelines when submitting support requests.
Reach the support team through the channel that fits your situation
Use the portal for standard support requests, email to create a documented support ticket, and phone support for urgent software issues.