Product Support

Support Team Availability:

Monday – Friday  8am EST to 8pm EST

Weekend and holiday support is provided for high severity issues.

Response Times

Our goals for response time are based on the severity of the issue.

• High Severity (2 business hours): An issue that prohibits the use of the software and its resolution is needed to avoid a significant financial burden to the business.
• Medium Severity (1 business day): An issue that involves partial, non-critical loss of functionality of the software or impairs some operations, but allows the customer to continue using the software.
• Low Severity (2 business days): This would address general usage questions and recommendations for product customization or modifications.