No "we watch your network 24/7" marketing. No "Premier Plus" tier upsell. One support promise that scales with the size of what you're paying for, plus the founder's actual phone number for emergencies.
Last updated · 2026-05-28
Support hours.
Standard support: Monday–Friday, 9:00 AM – 6:00 PM Eastern Time. A real human replies, usually within four working hours.
Emergency line: 24/7 for site-down or security incidents on Managed IT contracts. For Rooted OS software clients, same-day response on critical workflow failures (e.g., cannot log a meal, cannot check in a child, cannot reach the kiosk).
Response times.
Severity
Response
Resolution target
P1 — Site down / data at risk
30 min
4 hr
P2 — Major workflow blocked
4 hr (business)
1 business day
P3 — Single feature broken
1 business day
5 business days
P4 — Question / how-to
2 business days
Best effort
Feature request
1 business week
Reviewed quarterly
Targets are commitments, not legal SLAs. Severity is determined collaboratively — we don't play games to downgrade.
In-product support panel. For founding-cohort organizations, a "Get help" button inside Rooted OS routes to the same queue with the relevant context attached.
Scheduled video / phone. For complex issues or training needs, we book a 30-minute call rather than ping-pong over text.
On-site. For DMV-area founding-cohort orgs, on-site support is included for installs, training, and complex hardware issues.
Channels we don't use for support: SMS to personal numbers, social DMs, group chats. Those work fine for a quick "hello" — but a request that lives there can't be tracked or resolved properly.
In scope vs. out of scope.
In scope
Anything broken inside the Rooted OS product.
Anything broken inside the managed-IT stack we installed.
Workflow questions, "how do I" questions, training refreshers.
Third-party software we don't manage (your accounting platform, your giving platform unless integrated).
Hardware we didn't install.
Network changes outside the managed-IT stack we maintain.
End-user device support for personal devices.
New site or new module rollout — quoted as a setup engagement.
State-specific compliance consulting — referred to qualified consultants.
Emergencies.
What counts:
The platform is unavailable and your staff cannot operate.
A security incident — suspected unauthorized access, data leak, ransomware.
A site-wide network outage on a Managed IT contract.
Data loss or suspected data corruption.
How to reach us outside business hours: dante@oliveroottech.com with "EMERGENCY" in the subject. We have a paging rule that alerts the founder directly.
What is not an emergency: a forgotten password, a single typo, a feature request, a billing question. We'll handle them — just on business hours.
Escalation path.
If a support response isn't moving fast enough:
Reply to the support thread with "escalate" in the body. This re-routes to the founder if not already there.
Email dante@oliveroottech.com directly if the escalation reply doesn't get a response within the response window.
Call the number on your contract for security or site-down issues outside business hours.
If nothing's working — you have a contractual right to cancel. See the cancellation policy. We don't hold organizations hostage.
What we promise.
A human reads every support email within the response window.
One escalation path that reaches the founder.
No multi-tier "Premium Support" upsell. Same support quality for every paying organization.
Honest status on issues. If something is broken and we don't have a fix yet, we say so.
Public postmortems for any incident that affects more than one organization.
What we won't.
Pretend to be 24/7 when we're not. Office-hours plus emergency response is the honest commitment.
Outsource support overseas at any tier. Every support reply comes from Olive Root Tech directly.
Use support as an upsell channel. If a fix requires paid scope, we say so up front and quote it separately.