Best-in-Class Support For Our Clients
Help Desk Support ensures your team always understands how the system works. Our staff is always ready to assist you with questions at any time to ensure your team is always ready to tackle any issue.
Our support is handled directly by trained consultants. Our ticketing system records your case in writing, while our consultants respond by email or phone based on your preference to provide support.
We offer flexible support hours outside our standard packages. If you know in advance that you will need assistance at a specific time outside our normal hours, we will arrange to be available for you.
Basic
• Email Support Only
• Case Management
• Dedicated Customer Portal
• Report System Bugs 24×7
• Paid Help Desk Support
• Included with all software
• Response within 24 hours
Silver
• Email or Phone Support
• Case Management
• Dedicated Customer Portal
• Report System Bugs 24×7
• Free Help Desk Support
• Mon-Fri 9:00 AM-5:00 PM ET
• Response within 4 hours
Gold
• Email or Phone Support
• Case Management
• Dedicated Customer Portal
• Report System Bugs 24×7
• Free Help Desk Support
• Mon-Fri 8:00 AM-8:00 PM ET
• Response within 2 hours
Platinum
• Email or Phone Support
• Case Management
• Dedicated Customer Portal
• Report System Bugs 24×7
• Free Help Desk Support
• Any Day 8:00 AM-8:00 PM ET
• Response within 1 hour
Support Ticket
Begin by creating a Support Ticket.
We will send you an auto-reply with a Case Number assigned to your request with a date and time stamp attached.
The system will notify your current support representative (or assign one for you) and will continue to monitor the case status during the time that the case remains open.
Using this method will ensure proper documentation and quicker response time.
Note: If your support ticket is created outside of our business hours, you will get a response after we open on the next business day.
Phone
If your Support Plan includes Phone Support, you can call us toll-free at 888-682-5662, and our staff will create a Support Ticket for you.
Exclusions
Help Desk Support excludes Professional Services, such as additional configuration, training, custom reports, workflows or scripts.
Please contact us for a free estimate for any of these additional services.