Table of Contents

Support Options

Do you have a question? Sometimes, you need help, and we are happy to assist you! Flourish Help Center. First, visit the Flourish Software Help Center. Here you will find: A user guide for the web ap…

Do you have a question?

Sometimes, you need help, and we are happy to assist you!

Flourish Help Center

First, visit the Flourish Software Help Center. Here you will find:

  • A user guide for the web application.
  • A list of popular how-to articles.
  • Release notes and recent information about our platform posted by our staff.
  • We encourage you to bookmark this site for future use as well.

If you cannot find what you seek in the Flourish Help Center, we are here to help!

Contact Support

In addition to this guide, you can reach us by submitting your questions, comments, and/or concerns:

  1. The best option is the Flourish Client Support Service Desk. If you need to log in, use your Flourish login credentials.
  2. Email us at support@flourishsoftware.com;
  3. Call and leave a voicemail (we will call or email you back): +1 (844) 226-5444.
    Please add this number to your mobile contacts as "Flourish Support".
  4. Use the Support menu item under your name on the web app. You will be redirected to the Flourish Client Support Service Desk, where you can create a support ticket.
  5. On the Flourish Help Center, use the link. You will be redirected to the Flourish Client Support Service Desk, where you can create a support ticket.

The Flourish Hub

If you are not a member yet, please Join the Flourish Hub to access:

The Flourish Hub supports the cannabis industry's success with:

  • Education on core cannabis operation concepts and best practices.
  • Onboarding videos to understand the 'why' behind the software.
  • A space to collaborate and share best practices.

Take advantage of this opportunity!  Click here to invite your team to the Flourish Hub and start benefiting from its resources today!

Our "SLA":

Service Level Agreement

Availability

  • Flourish Software Support is available for trouble ticket repair and basic training on the following:
    • From 6:00 AM to 5:00 PM Pacific on weekdays. 
  • Callers are provided the option to leave a voicemail that will be transcribed and sent to support@flourishsoftware.com. 
  • If the call goes to voicemail, we strive to return it according to the priority.
  • When submitting a ticket via the portal, the clients can select the priority. The support agent will adjust the priority of an incoming ticket according to the Flourish Software Support Priority Levels listed below.
  • Flourish Software Support will provide a case number for all incidents and requests.
  • Future: Advanced configuration or emergency issues between 5:00 pm Pacific and 5:00 am Pacific will be routed to on-call personnel.
Flourish Software Support Priority Levels

The priority levels described in this section reflect the impact of issues or deficiencies on the client's business operations. We shall use the following as a guideline in assisting client POC in determining the appropriate Priority Level to assign and record for each deficiency.

  • Any custom application changes or software development will require a review of requirements before a resolution/completion time frame can be given. In addition, work requests involving configuration changes for multiple facilities may be treated as a project and require additional time.
  • Response times refer to requests submitted through:
    • the Flourish Software Client Support Service Desk,
    • Phone: +1-844-226-5444,
    • Email: support@flourishsoftware.com and exclude requests sent through other channels, including emails or calls directly to Flourish Software personnel.
  • Contributing factors outside Flourish Software control will be reviewed with the client POC and may extend resolution times.
    • These factors include client-provided hardware, operating system, non-Flourish Software applications, Internet connection, LAN connectivity, etc.
  • The priorities are defined here:

Ticket Priority Level

Description

Target Response Time

Target Resolution Time

Highest, High

Priority 1: Highest  

  • Any system outage  
  • Inventory qty is wrong; inventory is missing.   
  • The client is “out of compliance” if an inspector walks in that hour.  
  • The client can’t complete the work in front of them. No workaround.   

Priority 2: High  

  • Interrupted workflow but has a workaround.  
  • The issue of low priority has not been resolved for a while

A Flourish Software Support representative will strive to respond within 1 hour.

24 hours

Medium

Priority 3: Medium  

  • Starting priority for all issues  
  • The fix can wait for the next release date.  
  • Reporting issues. Ex: Ancestry report not working  

A Flourish Software Support representative will strive to respond within 4 hours.

72 Hours

Low, Lowest

Priority 4: Low  

  • Small UI issues  

Priority 5: Lowest  

  • The feature is not used often. 

A Flourish Software Support representative will strive to respond within 24 hours.

90 Days

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