File broke? Your own fixed build in 120 minutes — not next quarter.
A personal build of the editor with your fix, by direct link.
Press the Help button right in SumDoc, SumSheet or SumSlide. The file is attached for you, our engineers fix your case — not the general one — and send you your own build of the editor with the fix. Then the same fix ships to everyone.
Usual support
- the file breaks
- Ticket #4571“please describe the problem”
- “Known issue”wait for an update
- a month or a quarter
SumOffice Service Center
- the file breaks
- Help button in the editor, file attached
- Engineers fix ityour case, not the general one
- Your build is readyin 120 minutes
Sound familiar?
An update lands, and the file that matters breaks: the layout shifts, a formula returns an error, a macro stops. Support gives you a ticket number, asks you to describe the steps, and then tells you it is a known issue that will be fixed in a future update. Most office vendors ship fixes monthly or quarterly — even on paid premium support.
Have you run into this?
- Your spreadsheet says its content is damaged and offers to “recover as much as we can”?
- Macros in a file you downloaded or got by email are blocked as “untrusted”?
- Your macros stop working in another editor, or right after an update?
- Tables shift, overlap or jump to another page when the document opens elsewhere?
- A blank page appears that you cannot find or delete?
- On another computer the fonts are swapped and text spills onto the next page?
- Formatting changes after a trip through an online editor and back?
- The program crashed, and the recovered file is nowhere to be found?
- A big spreadsheet takes minutes to open and lags on every click?
- Data refresh from your sources stopped working after an update?
- Pivot table formatting is wiped every time you refresh?
- Dropdown lists or conditional formatting vanish after the file opens elsewhere?
- Formulas show zeros, errors or stale numbers until you force a recalculation?
- An embedded video in your presentation suddenly shows only a still picture?
- While co-editing, you get “couldn’t merge your changes” and edits are lost?
- An update broke something, and support says “known issue, wait for the fix”?
If even one sounds familiar, press the Help button in the editor. Your own fixed build arrives in 120 minutes.
How it works
- Press Help
The Help button is right in the editor. The file and a note on what went wrong go in one click, with the file attached for you if you allow it. Nothing to explain over the phone.
- Engineers fix your case
Not “in the general queue” — your file and your problem. The answer comes back to the same place, inside the editor.
- Your build arrives
Your own build of the editor with the fix, for your computer, by direct link. Then the fix goes into the regular release for everyone.
The Help button is in SumDoc, SumSheet and SumSlide — on the desktop and in the browser.
Usual support vs SumOffice Service Center
| Usual support | SumOffice Service Center | |
|---|---|---|
| How you report it | Email, portal or phone; “describe the steps” | A button in the editor, file attached |
| What you get | A ticket number | A fixed build of the editor |
| When | In a future release — a month or a quarter away | In 120 minutes |
| Who gets the fix | Everyone, eventually | You first, then everyone |
| What you pay for | A promise of fast help | A fix that arrived |
Service levels
For people whose file is money right now.
For teams that cannot wait for the next release.
The fix arrives in the next version — and we ship versions every day.
Why we can do this
We write the engines of SumDoc, SumSheet and SumSlide ourselves and build new versions every day. That is why we can ship a build for one person instead of waiting for a quarterly release.
Get SumOffice Service Center
Support that actually fixes things. Write to hello@sumoffice.com — the message goes to the engineers who build the editors, and you hear back from a person.
How fast a fix arrives depends on the service level and on the case; “120 minutes” is the Premium level. Never send a file you are not allowed to share. Made by SumOffice · Support · Privacy · Contact