Request Assistance Now
- We understand that
all requests are very important and that is why immediate assistance
is provided by our Help Desk. Our
Help Desk is similar to a medical triage unit in which
our response is based upon the details of the assistance
staff will attempt to provide an immediate answer to your
question and/or resolve your problem. If they are unable
to, a new ticket will be opened and turned over to our support
team or depending upon the specific request an appointment may
be scheduled. If turned over to our support team, a
technician will respond via email within 1 to 2 business hours.
If an appointment is needed, it is typically scheduled within 1-2 business days.
Once you've experienced the quality of service received in
conjunction with the actual cost to benefit ratio, you will
quickly realize the value of the professional service and
support we deliver.
our Help Desk is the
fastest and most efficient way to receive assistance.
Please also review our Service
Guidelines for more details.
- If your
site is ever down, meaning no user is able to logon, we
understand the effect to your business and will provide
Additionally, the situation did not occur in conjunction with a
planned event, which includes the installation of a new server,
replacement of server hardware, software upgrades or operating
Fortunately, due to
the quality and maturity of our products, less than 1% of our
customers have ever experienced this problem and 95% of those
were due to faulty hardware and/or internal systems management.
- Incidents are charged based upon the service provided.
If your request is turned over to our support
team, a technician will respond via email and charge your account one incident. If an appointment
scheduled, upon conclusion, your account will be charged two incidents per hour
and in 30 minute increments thereafter.
Annual Software Maintenance
- Annual software maintenance allows your company to receive all
software maintenance releases and upgrades.
Service & Support Incidents
- Professional Service and Support is available by purchasing
Service & Support Incidents.
Support Incidents can be
used for any professional service and/or technical support as
needed. As an added bonus, up to fifteen incidents are eligible for rollover on an annual basis.