Support Process

Logging and Tracking of Support Requests
For each individual support request, our technical support team will create a support ticket and assign it a unique ticket number. If you call or email with more than one issue, we may create different ticket numbers to track each issue. Be sure to make a note of the ticket number, and provide it on any subsequent contacts regarding the issue.

Response Times
A response means that we answer your call or web request and acknowledge your issue, then assign the issue a ticket number. In some cases, we may need to obtain additional information from you in order to resolve the issue. Response times depend on the severity level of the issue.

During Regular Business Hours
Calls and emails during business hours will be routed directly to the technical support team. When calling after normal business hours, your call will be answered by our answering service. You will need to provide your contact information and the issue you are calling about. An appropriate support analyst will call you back within approximately 60 minutes or less, from the start of the next working day.

Required information For Logging an Issue
When submitting a support issue please provide the following information:

• Company name
• Contact name, phone number (including extension), and email address
• Brief description of the problem (in the email subject line)
• Support ticket number if this is a continuation of an existing request (in the email subject line)
• Operating system version number and applied service packs
• Name, version, and service pack of any affected third-party application
• Detailed description of the problem, including any steps required to reproduce the problem