Support¶

We're here to help you get the most out of the Cold Stone SaaS Platform.

Contact Us¶

Email Support¶

Email: support@coldstonereno.com

• Response time: Within 24 hours (business days)
• Best for: Non-urgent questions, feature requests, general inquiries

Phone Support¶

Phone: (775) 555-0100

• Hours: Monday - Friday, 9 AM - 5 PM PT
• Best for: Urgent issues, complex problems, walkthroughs

Emergency Support¶

For critical issues affecting store operations outside business hours:

Emergency Line: (775) 555-0199

Before Contacting Support¶

To help us resolve your issue quickly, please gather:

1. Your franchise name and location
2. Description of the issue - What happened? What did you expect?
3. Steps to reproduce - How can we see the problem?
4. Screenshots - If applicable
5. Browser and device - Chrome on Windows, Safari on iPhone, etc.
6. Error messages - Copy the exact text if you see one

Common Issues & Solutions¶

Can't Log In¶

1. Verify you're using the correct Google account
2. Check that your account is authorized (contact your admin)
3. Clear browser cache and try again
4. Try a different browser or incognito mode

Schedule Not Saving¶

1. Check your internet connection
2. Verify you have permission to edit schedules
3. Look for validation errors on the form
4. Try refreshing the page and re-entering

Employee Not Receiving Notifications¶

1. Verify the email address is correct
2. Ask them to check spam/junk folders
3. Check notification settings are enabled
4. Verify the employee is active in the system

Report Data Seems Wrong¶

1. Check the date range selected
2. Verify the location filter
3. Allow time for data to sync (up to 1 hour)
4. Contact support if discrepancy persists

Training Resources¶

Video Tutorials¶

Coming soon! We're developing video tutorials for common tasks.

Documentation¶

You're already here! Browse the documentation for detailed guides:

• Getting Started
• Features
• Configuration
• FAQ

Webinars¶

We offer periodic training webinars for new features and best practices. Contact support to join the next session.

Feature Requests¶

Have an idea to improve the platform? We'd love to hear it!

Submit a feature request:

1. Email support@coldstonereno.com
2. Subject: "Feature Request: [Brief Description]"
3. Include:
   • What feature you'd like
   • Why it would be helpful
   • How you'd use it

We review all feature requests and prioritize based on franchisee needs.

Report a Bug¶

Found something that's not working right?

Submit a bug report:

1. Email support@coldstonereno.com
2. Subject: "Bug Report: [Brief Description]"
3. Include:
   • What happened
   • What you expected
   • Steps to reproduce
   • Screenshots (if possible)
   • Browser/device information

System Status¶

Check current platform status and planned maintenance:

Status Page: status.coldstonereno.com (coming soon)

Planned Maintenance¶

We perform maintenance during low-usage hours:

• Regular maintenance: Sundays, 2-4 AM PT
• Major updates: Announced 1 week in advance

You'll receive email notifications before any maintenance that may affect access.

Feedback¶

Your feedback helps us improve! Let us know:

• What's working well
• What could be better
• What you wish the platform could do

Send feedback: feedback@coldstonereno.com

Support Hours Summary¶

Thank you for being a Cold Stone SaaS Platform customer. We're committed to helping your franchise succeed!