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M1 Software Support

M1 Software is here to provide the best support possible to keep your business up and running. We offer multiple support plans to help acomplish that goal. Please review our plans and choose the one that works best for you.

Support Plans

Basic Standard Premier
Email Support
Scheduled Phone Support
Business Hours Phone Support
Urgent After Hours Phone Support

Contact Support

There are several ways to contact M1 Software support. Please take note of what options are available to you in your Support Plan and choose the contact method best for your situation. Please note that our normal business hours are Monday - Friday 9am - 6pm EST. We observe all federal US Holidays.

1) Email Support - You may email support@m1software.net for any issue you may have. One of our friendly Support Representatives will return your email within 24 hours during business days.

2) Scheduled Phone Support - Please visit our bookings page and select a half-hour time slot for us to meet with you on the phone. We utilize Microsoft Teams to help us work through your problems. Whether it's simply to talk through your issue or guide you through a screenshare, M1 Software Scheduled Phone Support will help solve your issue to the best of our abilities.

3) Business Hours Phone Support - Customers who choose our Standard Support Plan will have access to our support phone number. Need an issue resolved now? Give us a call any time during normal business hours and we'll be there for you. Our support phone number will be provided to customers by their assigned Project Manager.

4) Urgent After Hours Phone Support - Urgent issues don't always occur during normal business hours. Customer using our Premier Support Plan will have access to our Support phone number 24 hours a day, 7 days a week, and even during holidays! To be able to give the best customer service possible we do ask that you reserve this option for urgent issues only.

What is supported?

- M1 Software Support strives to provde the best software possible. However, if you do find a defect in our software we want to hear from you! Please contact us through any of the above methods and we will work with you to resolve the issue. M1 Software will evaluate the severity of the defect, help you find any immediate work-arounds and provide a timeline of when you can expect your discovered defect to be resolved.

- Urgent issues are any issues that have caused your business critical workflow to come to a halt. In this event please contact us immediately. If you are contacting us via email please put URGENT in the subject of the email. If you are using our Standard Support plan please call us during business hours. And, if you are using our Premier Support plan call us anytime 24/7.

- We're here for you for any defects found in our software. However, if you require assistance with setting up or modifying your integrations like changing data mappings, adding or updating business rule workflows, or assistance needed pertaining to an environment you are syncing data with please contact your assisgned Project Manager. They will work with you through Integration issues. If you do not have an assigned Project Manager please reach out to M1 Software Support and we will get you in touch with one of our Project Managers for assistance.