The purpose of this policy is to clearly lay out our support policies and procedures so that all customers have a clear understanding what can be expected of us and what we expect of you, our valued customer. We ask that every customer read these policies and familiarize themselves with them. We look forward to providing quality support for all your needs

Methods of Support

• Tickets - This is our primary support system. Almost ALL issues will require the submission of a ticket. This is our preferred method because of the ability to track issues to resolution and give us time to properly review and research problems. Please do not submit multiple tickets about the same problem as that simply creates confusion. If you need to add information to an existing ticket, please do so in the existing ticket by logging into the support system or by replying to the ticket email.
• Phone - Phone support is also available. However, we ask that you please submit a support ticket and wait at least 4 hours for a response back before contacting us by phone. This gives us time to research your problem and respond back to you.

Support Hours

• Support Tickets
  Monday - Friday, 9am - 6pm Central Time
   
• Phone
  Monday - Friday, 9am - 6pm Central Time

Escalation Procedures

We strive to respond to all tickets within 4 hours during normal business hours as outlined above. If your request is time sensitive, please mention that in the ticket and we will do our best to accommodate.

Customer Relationships

We strive to provide you with courteous, professional, and technically accurate support. Although we understand how frustrating technical problems can be, we ask that you treat us with respect and we will do the same in return. Our ultimate goals are the same, providing you with accurate support in a timely manner.