Terms of Support

BrokerLOS LLC's customer support team shall provide Customers with support services via Knowledge Base, or through the “Create a ticket” options in the application, or by email at support@spherelos.com.  Depending on the volume of requests and complexity, turn times for standard support are generally within 24-48 hours.  Support is provided Monday through Friday between 8 a.m. and 8 p.m. Eastern time, excluding federal holidays. 
 
Support services shall be limited to those required in connection with the proper use of the Services as contemplated by this Agreement. Standard support includes assistance with general system questions, how-to's, password resets, and setting up available integrations.  Standard support does not include special sessions specifically dedicated to one client or issues relating to the API or any custom requests, forms, and business rules etc.  Without limiting the foregoing, standard support services shall not include services necessitated by (i) defects in connectivity or in any website, hardware, or software other than as owned or operated by or on behalf of Sphere, (ii) issues relating to the use of or questions from third party systems or providers, or (iii) improper use of any equipment, server, connective device, or website. 
 
Custom training and/or support may be scheduled as one-hour virtual sessions available for purchase through the Support/Custom Support link inside the application. Prior scheduling and payment are required for custom services.
 
Any third-party vendors hired by clients to support such clients’ use of BrokerLOS's services must be approved in advance by BrokerLOS and must sign a nondisclosure agreement with BrokerLOS before work may begin.
 
Training.  Sphere provides free trainings to its users via webinars in the Training area of the application.  
 
For large teams, customers must appoint one or more system administrators (SA), who must be certified by BrokerLOS to administer the customer’s use of the Sphere system. SAs also act as the customer’s first point of contact for all company-related support requests. SA training and certification are included in standard support for the Sphere LOS and may be scheduled in the application. 
 
 
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