Support Policy

Support will be provided to all users on a “best efforts” basis and at no additional charge, in keeping with our commitment to superior customer service.

Support Requests

Users can submit support requests via the Contact Us page, or by email addressed to support@bauwave.com.

During support request submission, users will be asked to provide their organization name and username, along with supplementary contact information (e.g. telephone number, alternate e-mail address), and all relevant case details.
A Bauwave Support Representative will use reasonable efforts to call or email the User within two (2) business days of receiving a support request, and will use reasonable efforts to promptly resolve each submitted case. Actual resolution time will depend on the nature of the case and the resolution. Bauwave Corporation cannot guarantee that problems will be resolved within any specific time period.

A resolution may consist of a fix, workaround or other solution in Bauwave’s sole determination.
The user submitting the support request agrees to cooperate and work closely with Bauwave to identify errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate.
Support is available in English only.

Items not Supported

Bauwave support does not include any of the following:

  • Assistance with password resets. Users should click the “Forgot your password?” link on the login page or contact their organization’s administrator.
  • Assistance with changing Bauwave usernames. Users should contact their organization’s administrator about re-establishing their user account.
  • Assistance with lockouts due to incorrect login attempts. Users should contact their organization’s administrator to unlock the account, or wait for the lockout period to expire.
  • Assistance with non-Bauwave products, services or technologies, including implementation, administration or use of third-party enabling technologies such as web browsers, computer platforms, or computer networks, or any related infrastructure.

Changes to Support Policy

Bauwave Corporation may change its Support Policy from time to time in its sole discretion. Customers will be given advanced notice of the change via the Bauwave website.