Home > Product Support > Advanced Product Support
Advanced Product Support
Your annual support payment ensures you have access to product enhancements and assistance. Product Assistance includes access to a support representative, to an online searchable database of solutions, the ability to post cases to your account, and to check the status of previous cases.
The Tech Support Portal
- The Portal is available 24 hours a day 7 days a week.
- Cases logged via the portal will be handled during normal business hours (Monday - Friday 9:00 am - 5:00 pm Eastern Time)
- This Portal is provided to you as part of your Annual Support Plan to see case history with Support staff.
- Cases should be opened with the Support Staff if you cannot find an answer to your question in the Find Solution section or in this Help tool and your question falls into one of the following areas.
- (1) clarification of functions and features of the Software
- (2) clarification of the Documentation
- (3) assistance in identifying and verifying the causes of suspected Errors in the Software
- (4) advice on bypassing identified Errors in the Software, if reasonably possible
- (5) suggestion for future enhancement (for tracking purposes only)
- (6) request for custom work (additional charges may apply)
- Support expressly excludes training, repairs to data files, renaming of databases or servers, disaster recovery services, wiring diagnostics, support related to network problems, or changes to operating environments.
|
Priority
|
Definition
|
Initial Response & Update Times
|
|
Something is Preventing System Usage
|
The software fails to function and crashes for all users.
|
Initial response to designated CONTACT within 4 hours of case submission (during business hours) to Product Support. The designated CONTACT will be updated daily on progress.
|
|
System Error
|
Software is operable but fails to operate in a material manner or Software is operable but has substandard or erratic performance.
|
Initial response to designated CONTACT within 1 business day of case submission (during business hours) to Product Support. The designated CONTACT will be updated every other business day on progress.
|
|
How Do I?
|
Assistance with the Software – Support expressly excludes training. If the question is deemed training Consulting and/or Training quotes will be given.
|
Initial response to designated CONTACT within 1 business day of case submission (during business hours) to Product Support. The designated CONTACT will be updated weekly on progress.
|
|
Non-Usage/Account Updates
|
Updates to account information and other Non-Usage Questions
|
Initial response within 2 business days of case submission (during business hours) to Product Support. The designated CONTACT will be updated on an as needed basis.
|
|
Enhancement
|
Requests for new features/functionality that does not exist in the product will be reviewed by product management/development and included in future releases if broadly applicable to our customer base.
|
Enhancement requests are logged and submitted to Product Management. The designated CONTACT will be updated when the Enhancement is accepted or declined.
|
The "800" Number - 800-914-9594 x 2
- The phone feature is available to all clients, currently under a support plan, to gain access to a Support Representative.
- This line is staffed during normal business hours (Monday - Friday 9:00 am - 5:00 pm Eastern Time).
- Select extension 2 - otherwise your call will be directed to the sales department (if you select extension 1) or to our operator.
- Callers are handled on a first-come, first-serve basis. If you are on hold for longer than 5 minutes OR if more than 4 callers are in the queue ahead of you, your call will be automatically transferred to our voicemail box. Please leave your contact information (company name, your name, your phone number) and a brief message as to the reason you are calling.
- Your call will be logged and forwarded to a support representative and to contact you directly.
Screen Sharing
- The screen sharing feature allows you to share your screen with a support representative in order to better explain an issues and/or to troubleshoot questions.
- Depending on the issue you will be able to see the support representative screen so they can show and explain how something should be setup or used.
- The connection can be reversed so you can show and explain your question or issue. With your permission, your support representative will then view your screen and share control of your mouse and keyboard. You are in full control of your computer at all time. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing at any time.
Articles in this section
See also
|