Support
World-class support when you need it
At OrderCup, our knowledgeable, friendly staff is fanatical about providing awesome support and a great customer experience! That's earnerd us the reputation of having the best-in-class support. That’s not just our opinion, our customers consistently tell us that and so do our CS metrics. In addition, we provide 24x7 coverage, so we're available when you need help.
Support Channels
Customer Support is accessible via multiple channels – web portal, email, chat, phone or screen share. We provide an integrated single sign-on Web Support Portal that allows you to initiate and manage support tickets, in addition to hosting 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 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 optional paid Setup and Consultation package to get you up and running quickly.
Standard
Support
Free
Web Support Portal
Knowledge Base
Email support
Chat
Screen Sharing
Outbound telephone support
Knowledge Base
Email support
Chat
Screen Sharing
Outbound telephone support
Premium
Support
$50Monthly
Web Support Portal
Knowledge Base
Email
Chat
Screen sharing
Toll-free telephone support
Priority response
Knowledge Base
Chat
Screen sharing
Toll-free telephone support
Priority response
Initial Setup
and Consultation
$150One Time
Setup your store carriers and printers
Answer questions about OrderCup usage best practices
Upto 1 hour of consultation
Answer questions about OrderCup usage best practices
Upto 1 hour of consultation
Support Channels
- Web: Click the ? (top right) in OrderCup, Then Support
- Knowledge Base: Click the ? in OrderCup, then Knowledgebase
- Email: support@ordercup.com
- Phone: (949) 709-2888 Option 3
- Chat: Chat window within OrderCup
Support Hours
- Web, Email: 24 x 7 in all time zones
- Chat, Phone: 7am to 6pm PST, weekdatys (except US public holidays)