YouthCenter Support

We understand that that support is of the utmost importance to our clients.

We are dedicated to providing the best support to our customers and continuously receive positive feedback from our clients on our level of support.

SYSTEM & SERVICE MONITORING

YouthCenter uses industry-standard systems to monitor its systems to detect service-related issues. The YouthCenter team is alerted 24/7 when the threshold criteria are exceeded.

YouthCenter Status Page

HELP DESK AND SUPPORT

Contact YouthCenterStandard Help desk and product support will be available between the hours of 8:00 am and 5:00 pm ET. Monday through Friday. Clients provide first response support services and forward only qualified support and service requests to YouthCenter. For support contact us at [email protected] or visit our contact page.

What about phone support?

The most efficient way to reach our support is via email or our contact form, however, we do provide phone support at 877.692.4978 x1. If a support representative is not available, please leave a message and support rep will get back with you.

What is with 8:00 a.m. – 5:00 p.m. EST support? We’re a 24-hour facility!

We monitor sites and have support techs available 24 hours a day, 365 days a year, however, not all support requests require immediate service which is why we have support severity levels outlined below.

Urgent – Severity Level One

The system is totally inoperative, real-time use is not possible.

Support Availability

24 hours a day, 363 days a year.

In the unlikely event that BizStream site monitoring tools do not detect an issue and the client reports an issue at this severity, a support technician will be immediately assigned to commence resolution of the reported problem. Technicians will be alerted and will respond within 60 minutes. BizStream will maintain a commercially reasonable continuous effort to resolve the reported problem.

High – Severity Level Two

A component of the site is inoperative, creating a critical situation for that function, however general use of the site is possible.

Support Availability

8:00 a.m. – 5:00 p.m. EST Monday through Friday Excluding holidays.

If a problem is reported during normal business hours, a support technician will be immediately assigned to investigate the reported problem. In the event that the problem is reported outside of normal business hours, a technician will be assigned to investigate the reported problem at the beginning of the next business day. Once support is assigned, BizStream agrees to maintain a commercially reasonable continuous effort during regular business hours to resolve the reported problem.

Normal - Severity Level Three

All other problems arising with respect to the site which are not critical, including client requested corrective support, preventative maintenance, or any required enhancements or installations.

Support Availability

8:00 a.m. – 5:00 p.m. EST Monday through Friday Excluding holidays.

During normal business hours, the problem will be logged into the support tracking system and an engineer will be assigned to resolve the problem on a next available basis.