At OrderCup, we are fanatical about providing awesome support and a great customer experience! Our knowledgeable, friendly support staff deliver best-in-class support – and that’s not just our opinion, our customers consistently tell us that. In addition, we provide extended support coverage seven days a week, essentially being available whenever you need support.

Support Channels

You can receive support or assistance via multiple channels – web, email, chat, phone or via live screen share. We provide an integrated single sign-on Web Support Portal that allows you to create support tickets and keeps a history of all your previous tickets. Our web portal hosts a comprehensive Knowledge Base that has articles on setup and configuration, usage operations, troubleshooting tips and more. In addition it hosts Forums that allow users to request assistance from the OrderCup Community and also post New Feature requests. Users can also request support via regular email if they prefer or via the In-App Chat window which is specially useful for quick setup or usage questions. If the need arises, we also utilize live screen sharing to diagnose and resolve issues.

Support Plans

We provide two levels of support – Standard Support with all the channels mentioned above and outbound phone calling, which is completely free, and Premium Support which adds Toll-free telephone calling and priority response to issues, which requires a monthly subscription. We encourage you to utilize Standard Support, which is adequate for most users, but if your needs dictate that you have live access to a support professional at OrderCup, you can purchase a Premium Support plan. To see the differences and pricing for the two Support Plan levels, please see the table below. We also offer an Initial premium Setup and Consultation solution (optional) to get you up and running quickly.

 

Plan	Features	Cost
Standard	Web Support Portal Knowledge Base Email support Chat Screen Sharing Outbound telephone support	FREE!
Premium	Web Support Portal Knowledge Base Email Chat Screen sharing Toll-free telephone support Priority response	$50 per month OR $500 annually
Initial Setup Consultation	Setup your store, carriers and printers Answer questions about OrderCup usage, best practices Upto 1 hour of consultation	$150

 

Support Access

Web : Click the ? (top right) in OrderCup, then Support
Knowledge Base: Click the ? in OrderCup, then Knowledgebase
Email : [email protected]
Phone : (949) 709-2888 Option 3 
Chat : Chat window (bottom right) in OrderCup

 

Support Hours

North America : 7am to 6pm PST, 7 days a week, except on US public holidays
Europe : 7am to 6pm GMT, 7 days a week, except on UK public holidays