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CustomerCare Service Center

We believe that Good Old Fashioned SERVICE means providing real world solutions that allow your company to realize all of the benefits of using our products on a daily basis.

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 requested.

Request Assistance Now - Our Help Desk 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.  Please review our Service Guidelines for more information.

Emergency Site Down - This service is specifically for situations in which no user is able to logon from a workstation or directly at the file server computer.  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 system upgrades. Active software maintenance along with 4 incidents on file are required to receive immediate assistance.

Incident Charges - 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 is scheduled, upon conclusion, your account will be charged two incidents per hour and in 30 minute increments thereafter.

Related Services
Installation Assistance
Data Conversion
Training & Implementation
Systems Consulting & IT
Custom Programming

Related Topics

Support Order Form

Service Guidelines



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