Support Resources

• 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, 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.

Please email [email protected] for help with your account.

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.

• 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.

• New Year’s Day – January 1
• 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:

• Managely knowledge base
• SedonaOffice knowledge base
• AlarmBiller knowledge base
• Manitou 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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