Support

Need Assistance?

Waterfall is here to help! We have a variety of online resources to help you find the information you need and a dedicated Technical Support team to help you resolve any issues or questions that are impeding your use of Waterfall.

Waterfall FAQs

The Waterfall FAQs offer resources to help you find the information you need, including:

  • Product Info, News, & Events: Product data sheets, white papers, customer success stories, and general product information.
  • Knowledge Base: Articles on how to solve common problems, from configuration to troubleshooting issues.

  • Waterfall’s Status: Receive critical updates on the latest information on system performance, updates, and maintenance schedules.

Technical Support

The Technical Support team is dedicated to helping our customers succeed with their use of our products by providing timely resolutions to customer issues and questions that are impeding their use of products.

Contact Technical Support

When contacting Technical Support, you will need to provide your name, contact information, company account name, and as much technical detail that you can provide to clearly describe your question or issue.

  • Web: Manage cases and open new cases by submitting a support request here.
  • Email: Send any support requests to wf_support@mobilecommons.com.

Support hours

Standard support hours are 8 AM to 11 PM (GMT), 3 AM to 6 PM (U.S. Central Time), Monday—Friday.

After contacting Technical Support, what should I expect?

You will receive an email confirming your case has been created, along with the case number. Please use that case number when corresponding with Technical Support on any follow-up communications.

If your request is made during support hours, Technical Support will attempt to contact you within 2 hours. If your request is made outside of support hours, the Technical Support team will attempt to contact you within 2 hours at the start of the next business day.

If you prefer to be contacted by phone rather than email, please express that in your support request.

If you cannot access your Service, please make sure you indicate that this is a critical issue so that we can recognize and respond to your request as a high priority issue.