Support Resources

Get Help with your software

Helping you get the most of your software is a top priority for Bold Group. We offer a variety of support resources and have a dedicated team of support specialists to answer questions and get you the help you need.

Create a Support Case

Open a ticket in the support portal to request help from our support team. We will help you resolve issues and get you the answers you need to keep your software running smoothly.

Get Started

View System Status

Monitor the status of your hosted systems in real time and stay up-to-date on any active or scheduled maintenance. Subscribe to receive email notifications about incidents and maintenance.

See Status Page

More Support Resources

From self-serve and eLearning resources to customized training consultations and product documentation, we offer a wealth of resources to ensure you have success using your Bold Group software.

Learn in BoldU

Access training in our online learning system. Enroll in self-directed eLearning courses and browse training guides and more resources.

Training Services

Learn more about how Bold Group can partner with you if your organization needs more hands-on, personalized training.

Bold Group Blog

Quick reads and resources to provide insight and fresh perspectives in how to optimize your security organization.

Webinars

See our upcoming schedule of live webinars and browse our list of on-demand recordings.

Support FAQs

You have questions, we have answers. See answers to the questions we get most frequently about Bold Group’s support and help resources.

Contact Sales

Need to add on modules or software licenses, or talk through a business challenge? Get in touch with Bold Group’s sales team.

Product Knowledge Bases

Visit your product-specific online resource library to get immediate answers to your questions and access hundreds of articles and learning resources that will help you use your software successfully.

Managely™

Learn

SedonaOffice®

Learn

AlarmBiller®

Learn

Manitou®

Learn
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Talk to a support specialist

Business Management Phone Support – Managely, SedonaOffice, AlarmBiller
Standard Support – Monday-Friday, 8:00AM ET to 6:00PM ET
(719) 593-2829 or (800) 255-BOLD
After hours support by appointment only.

Alarm Monitoring Phone Support – Manitou, SIMS, Phoenix, stages®
Standard Support – Monday-Friday, 8:00AM ET to 8:00PM ET
(719) 593-2829 or (800) 255-BOLD
After hours emergency support is available for Alarm Monitoring systems with an active support agreement.

Get Support Help

Answers To Your Frequently Asked Questions

Bold Group has a variety of resources to help you use your software successfully.
  • Product Knowledge Bases: Your product’s knowledge base is a self-service online library of resources that contains setup and user guides, product documentation, and articles that address common questions from our users. You can access your product’s knowledge base either through your product’s in-app help or through Bold Group’s support portal.
  • Cloud Status Page: If you are using cloud-based or hosted software you can view the real-time status of your system by visiting Bold Group’s status page.
  • Technical Support: If you encounter an error or technical issue that is disrupting your system’s operation, please open a ticket in the Bold Group support portal.

As a Bold Group customer, you can use the support portal to:

  • Submit a support case if you’re experiencing a technical issue with your software
  • Manage and check the status of support case
  • Access your product knowledge base

If you need access to the support portal, please send an email with your name, title, company name, and contact information to [email protected]. Please include “Portal Access” in the email subject line

You may call (719) 593-2829 or (800) 255-BOLD during support hours.

Business Management Support Hours (Managely, SedonaOffice, AlarmBiller) – Monday-Friday, 8:00AM ET to 6:00PM ET

Alarm Monitoring Support Hours (Manitou, SIMS, Phoenix, Stages) – Monday-Friday, 8:00AM ET to 8:00PM ET

After hours emergency support is available for Alarm Monitoring systems with an active support agreement by calling (719) 593-2829 or (800) 255-BOLD. We understand the critical nature of the life-safety services our customers provide and have a Network Operations Center staffed 24/7 to provide round-the-clock support for your alarm monitoring system.

After hours support for business management customers is available by appointment only.

If you cannot remember your username, please contact us at [email protected] If you know your username but don’t remember your password, please visit our Password Reset page.

You can see and track the status of your support case by visiting Bold Group’s support portal.

Bold Group’s status page is a support tool where cloud and hosted customers can see the status of their systems in real-time. We want you to be fully informed about scheduled maintenance and downtime so you can get the most out of your software. Visit https://status.boldgroup.com and subscribe to receive alerts straight to your inbox.

The key benefits and services you receive for your support and maintenance plan are:
  • Resolution of technical issues encountered in a fully implemented and functional system. This is typically defined as break-fix and emergency support.
  • Access to product updates and upgrades and guided upgrade support
  • Access to online customer support portal
  • Unlimited support requests
 

What is not covered or out of scope under your support and maintenance plan:

  • Infrastructure maintenance and upgrades (networking, server hardware, OS, 3rd party components)
  • Reconfiguration or reinstallation of any Bold Group software solution
  • Software customizations
  • Installation, configuration or troubleshooting requests relating to a third-party product
 

We offer a variety of consulting, training and technical services to help your organization optimize results and meet business objectives using your Bold Group software. If your request falls outside of the scope of your support and maintenance plan but our professional services team can provide a solution on a project basis, we will connect you with the Bold Group sales team to initiate the scoping and quoting process. Our goal is to partner with you to find solutions so you can get the most value of your software.

  • Martin Luther King Day – third Monday in January
  • Memorial Day – last Monday in May
  • Juneteenth – June 19
  • Independence Day – July 4
  • Labor Day – first Monday in September
  • Thanksgiving & Day after Thanksgiving – fourth Thursday in November
  • Christmas – December 25

For Business Management billing (Managely, SedonaOffice, AlarmBiller) please contact [email protected].

For Alarm Monitoring billing (Manitou, SIMS, Phoenix, Stages) please contact [email protected].

Please contact [email protected] to request access to the BoldU Learning Portal. Please include the following information in your request:

  • Company Name:
  • Person to be Learner Manager:
  • Learner Manager email:
  • Product:
  • Desired Access Level:

You can find product release notes in your product’s knowledge base.

You can make enhancement and feature suggestions by opening a case in Bold Group’s support portal. Your input helps us understand how customers are using our software and is critical to developing our product roadmap. To learn more, please read our article on our feature and enhancement request process.

An enhancement or feature request asks for functionality that does not currently exist in the software, while technical support has to do with issues that affect your ability to use the software as it is intended. This is typically defined as troubleshooting, break-fix, and emergency support.

Your product’s knowledge base can also be accessed through your software’s in-app help and through Bold Group’s support portal.

You may also bookmark the URL for your product’s knowledge base:

A knowledge base is an online help center and library of resources to help you get the most out of your software. You’ll find eLearning courses, how-to articles, setup documentation, product release notes, and more. Have a question about your software or need to train a new team member in your Bold Group software? Your product knowledge base is a great place to start.

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If you have opted in but are still not receiving Bold Group emails, please confirm that boldgroup.com is marked as trusted domain in your email client. You may also reach out to your IT department to ensure the boldgroup.com domain is whitelisted at an organizational level. Please contact us at [email protected] if you’re still not receiving our marketing emails or if you have questions about email marketing preferences.