---
title: "Support & help"
url: https://doorjames.com/support/
language: en
updated: 2026-09-22
type: info
section: resources
description: "Help Center with around 60 articles, ticket support from app and Admin Panel, tutorial videos and admin training as part of the rollout."
translations: de=https://doorjames.com/de/support/
formats: https://doorjames.com/support/index.md https://doorjames.com/support/index.json https://doorjames.com/support/index.jsonld
bookDemo: https://meet.doorjames.app/public-schedule/99469a6d66d20f7fdd5ee19182a8f8bd (30 min, Microsoft Teams)
---

# Help for administrators and users

> Support for Door James runs through several routes: the Help Center with articles on the Admin Panel and Member App, ticket support from inside the application and through help.doorjames.com, tutorial videos, plus admin training and manuals as part of the rollout. Ticket support is documented in English and French; tutorial content exists in German, English and French.

Most questions are answered by the Help Center. For everything else the route is a ticket straight from the application.

## Key facts

- **Help Center:** articles on Admin Panel and Member App
- **Tickets:** from Member App, Admin Panel and web
- **Tutorials:** videos in DE, EN and FR
- **Training:** admin training included in the rollout

## Features

- **Help Center** – Documentation on Admin Panel and Member App – from area management through Outlook integration to check-in methods.
- **Ticket from the application** – Support requests are created where the problem occurs, including context and an optional photo.
- **AI assistant Jaimes** – An optional assistant that answers support questions, creates tickets and helps with bookings – activatable per organization, off by default.
- **Training and manuals** – Admin training, handover to location owners, user videos and communication templates are part of the standard rollout.

## Search first, then ask

The Help Center covers the questions that recur in rollouts: how do I create areas and zones? How does the Outlook integration work? Which check-in methods exist? How do I set up kiosk devices? How do I configure deletion and anonymization periods? For administrators it is worth starting there before raising a ticket.

## What the rollout includes

The standard rollout covers admin training, handover to location and office owners, end-user videos, admin and user manuals, communication templates and knowledge base articles. The goal is that your organization administers the platform afterwards – not that every change goes through a ticket.

## Honesty about commitments

We deliberately distinguish documented service routes from contractual commitments. That ticket support is documented around the clock does not automatically mean German-language handling is assured at any hour. If you need binding response times, that is a separate agreement – and we discuss it before signing, not after.

## Frequently asked questions

### Is there 24/7 support?

The documentation describes 24/7 ticket support. Ticket handling is documented in English and French; German-language tutorial content exists but does not amount to a commitment to German-language 24/7 staffing.

### Are response times contractually assured?

Internal severity levels and target times are quality goals, not binding SLAs. Binding commitments require a separate written agreement and may carry additional cost.

### Who trains our administrators?

Admin training is part of the standard rollout, complemented by manuals, videos and communication templates.

### Where do users find help in the app?

Through the profile menu in the Member App and the support area in the Admin Panel; both feed into the same ticket system.

## Help Center articles

- [A Tour through the Admin Panel](https://help-center.doorjames.com/hc/door-james/articles/1774446320-a-tour-through-the-admin-panel)
- [Member App: Home / Dashboard](https://help-center.doorjames.com/hc/door-james/articles/1775661253-home-dashboard)
- [New Setup / Rollout](https://help-center.doorjames.com/hc/door-james/articles/1775573164-new-setup-rollout)
- [Door James 2.0 – Login & Access Troubleshooting](https://help-center.doorjames.com/hc/door-james/articles/1786434397-door-james-2-0-login-access-troubleshooting)

## Related pages

- [Implementation](https://doorjames.com/implementation/)
- [FAQ](https://doorjames.com/faq/)
- [Contact](https://doorjames.com/contact/)

---
Door James by CGI · https://doorjames.com · doorjames.support@cgi.com