Support

What we can help with

Contact support regarding:

• A workflow module that is not producing the expected output
• Questions about accepted input files
• A problem with a generated spreadsheet or report
• A requested workflow change
• A subscription or cancellation question
• An invoice or payment question
• A duplicate or incorrect charge
• Access to a hosted workflow
• A privacy or data-deletion request
• General questions about an active engagement

Information to include

To help us respond faster, include:

• Your name
• Your company
• The workflow module or service involved
• A description of the issue
• The input file, when appropriate
• The output file, when appropriate
• Screenshots or examples
• The approximate date the issue occurred

Do not email passwords, complete payment-card numbers, bank credentials, Social Security numbers, or other unnecessary sensitive information.

Workflow and deliverable issues

For output issues, include:

• The original input
• The output you received
• The result you expected
• The relevant row, column, field, or calculation
• Whether the issue occurs every time or only with a specific file

Baseline Ops will first determine whether the issue is:

• A verified defect
• An input-data problem
• A new file format
• A new business rule
• A requested scope change
• A third-party system issue

Verified defects within the agreed scope will be investigated and corrected through the support process.

New features or workflow changes may require additional implementation fees.

Billing questions

For billing questions, include:

• Your name
• Your company
• The approximate charge date
• The amount
• The invoice number, when available
• A description of the issue

Billing errors should be reported within 30 days of the transaction date.

Never send a complete card number by email.

Cancelling a subscription

To cancel a recurring subscription, email support@baselineops.net.

Include:

• Your name
• Your company
• The workflow modules you want to cancel
• The requested cancellation date

Unless otherwise agreed in writing, cancellation takes effect at the end of the current paid billing period.

Subscription fees are not prorated for partially used billing periods.

Privacy and file-deletion requests

To request access to, correction of, or deletion of personal information or Client files, email support@baselineops.net.

Include enough information for us to identify the applicable engagement and verify the request.

Some information may be retained where required for legal, accounting, tax, security, contractual, backup, or dispute-resolution purposes.