OBS Group Inc. is committed to providing responsive, high-quality support for all our products and services, including OBS Webspace, OBS Serenity Workspace App, and OBS One App. This policy outlines our contact channels, support hours, response times, and resources for reporting issues and checking service statuses.
1. Contacting OBS Group Inc. Support
For any questions, technical issues, or product feedback, our support team is available via email and live chat:
Email Support: For inquiries, bug reports, or account issues, please email us at support@obsgroup.tech.
Live Chat: Access live chat during support hours on our Support page at https://obsgroup.tech/support. Live chat is ideal for quick troubleshooting and urgent matters.
2. Support Hours and Response Times
2.1 Standard Support Hours
Monday - Friday: 9:30 AM to 4:30 PM (Local Time)
Saturday & Sunday: Closed
Public Holidays: Closed
Note: Messages received outside of support hours will be addressed on the next business day.
2.2 Response Times
Our team aims to respond to all inquiries within 1-3 business days. Response times may vary based on the complexity of the issue and current support volume:
Live Chat: Immediate response during business hours.
Email: Average response time is within 1-3 business days. Urgent matters should be clearly marked in the subject line.
3. Service Status Monitoring
To check the real-time status of OBS Group Inc. products and services, visit https://obs.instatus.com. This page provides live updates, including service disruptions, scheduled maintenance, and incident resolutions.
If you experience issues, please check our status page before reaching out, as known issues or maintenance events are often posted here in real-time.
4. Reporting Bugs and Errors
We encourage users to report any technical issues, bugs, or errors to help us continuously improve our products. To report a bug, please follow these steps:
Identify and Document the Issue: Collect relevant details such as the product name, device type, OS, and version.
Describe the Issue: Provide a detailed description, including any error messages or steps to replicate the issue. Screenshots or screen recordings are helpful.
Submit via Email or Live Chat:
Email: Send your bug report to support@obsgroup.tech with “Bug Report” in the subject line.
Live Chat: Report issues directly on our Support page at https://obsgroup.tech/support during support hours.
Bug Resolution Process
Once submitted, each report is logged and reviewed by our technical team. High-priority issues affecting essential functions are escalated for immediate attention, with ongoing updates provided to the user.
5. Expected Resolution Times and Escalation Process
Our resolution times depend on the issue’s complexity and urgency:
General Inquiries: Typically resolved within 1-3 business days.
Standard Technical Issues: Resolved within 3-5 business days.
High-Priority Issues: Critical issues are prioritized and addressed within 1-2 business days, with real-time progress updates if needed.
For urgent matters, please note the priority level when contacting us to ensure proper escalation.
6. User Responsibilities for Efficient Support
To assist our team in providing prompt support, we request that users:
Ensure contact information is accurate and current.
Provide clear, detailed descriptions of issues.
Review relevant FAQs and troubleshooting guides, available on https://obsgroup.tech/support, which may provide immediate solutions to common questions.
7. Additional Support Resources
FAQs and Troubleshooting Guides: Visit https://obsgroup.tech/support for self-help resources, including FAQs and common troubleshooting steps.
Product Updates and Announcements: For updates on new features, releases, or scheduled maintenance, refer to the News section on our website or visit our status page at https://obs.instatus.com.
8. Policy Updates
OBS Group Inc. reserves the right to update this Contact & Support Policy as necessary. Updates will be posted on our website, and continued use of our services or support channels implies acceptance of the latest policy terms.
For further assistance, contact us at support@obsgroup.tech, access live chat on our Support page, or check live service statuses at https://obs.instatus.com. We are here to ensure a smooth experience with all OBS Group Inc. products and services.
Our support team is available to assist with all product-related questions, account issues, technical problems, and feedback. You can reach our support team in the following ways:
Email Support: For inquiries, bug reports, and account-related questions, email us at support@obsgroup.tech.
Live Chat: For instant support during business hours, access our live chat feature on our Support page at https://obsgroup.tech/support. This channel is ideal for quick troubleshooting and urgent questions.
For any grievances or unresolved issues regarding OBS Group Inc.’s services, including OBS Webspace, OBS Serenity Workspace App, and OBS One App, please reach out to our Grievances Manager, Ms. Ruchika Mohan. Ms. Mohan is dedicated to addressing all concerns related to customer service, account issues, or experiences with our products and services that do not meet your expectations.
To contact Ms. Mohan directly, email ruchika.mohan@obsgroup.tech with the following details to ensure an efficient resolution:
Subject: A brief description of the grievance (e.g., “Billing Issue” or “Technical Support Escalation”).
Account Information: Your full name, registered email, and account ID (if applicable).
Description of the Issue: A detailed explanation of the concern, including dates, any prior communications with support, and specific actions taken so far.
Preferred Resolution: Any particular outcome or resolution you are seeking, if applicable.
Ms. Mohan or a member of her team will review your submission and respond within 3-5 business days. For urgent matters, please include "URGENT" in the subject line to prioritize your grievance. Your satisfaction and confidence in our service are paramount to us, and we are committed to addressing your concerns promptly and effectively.
