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Home > Product Support

Product Support

 

More than just “Product Support”

Visibility Software stands behind its products and recognizes the need for clients to have access to high caliber software support as well as product upgrades. Our three-level program allows you to get the most out of your software:

 

(1) Product Support is available to help answer questions or troubleshoot problem areas.

(2) Our Consultants are on hand to ensure your staff is trained and you have the tools necessary to maximize your system.

(3) Our development team adds new features and enhancements to the software semi-annually, often based on client suggestion.

 

Benefits of the Annual Software Support Program

Information at your fingertips:

  • Access our interactive “Help Central” tool which quickly provides information for setup and usage of the product. On-Demand training is available anytime, anywhere, to help with navigation, resources and software utilization best practices.
  • 24 hours a day, 7 days a week you can search the On-Line Knowledgebase, submit new questions and review a history of all support assistance.

 

Quality Support Representatives:

  • ACT (Annual Configuration and Training call) with one of our certified product consultants. This call can be used to address system and training configuration needs and are pre-scheduled with an established agenda to ensure we help you optimize system operability.
  • Provide online screen sharing to resolve your questions faster.

 

On-going support to ensure our software grows with your company:

  • Stay up to date with your software. Enhancement packages are typically released twice a year and available for immediate download.
  • Clients are encouraged to provide feedback regarding new features which continues to make our products user friendly and robust in functionality.
  • Receive discounts on consulting services, custom programming and the full class library of On-Demand training.
  • Regular communication via Virtual User Groups and Newsletter

 

Your annual support payment ensures you have access to product enhancements and Product Support. Product Support includes access to a support representative, to an online searchable database of solutions, the ability to post cases to your account, and to check the status of previous cases.

The Support Portal 
The Portal is available 24 hours a day 7 days a week.  Cases logged via the portal will be handled during normal business hours (Monday - Friday 9:00 am - 5:00 pm Eastern Time)
This Portal is provided to you as part of your Annual Support Plan. This site is designed to give you access to our knowledgebase (on the Find Solution tab), your case history and to open a case with our Technical Support Staff.


Cases should be opened with the Support Staff if you cannot find an answer to your question in the Find Solution section or in this Help tool and your question falls into one of the following areas.
(1) clarification of functions and features of the Software 
(2) clarification of the Documentation 
(3) assistance in identifying and verifying the causes of suspected Errors in the Software 
(4) advice on bypassing identified errors in the Software, if reasonably possible 
(5) suggestion for future enhancement (for tracking purposes only) 
(6) request for custom work (additional charges may apply)

Product Support expressly excludes training, repairs to data files, renaming of databases or servers, disaster recovery services, wiring diagnostics, support related to network or environment problems, or changes to operating environments.


The "800" Number - 800-914-9594 x 2
The phone feature is available to all clients, currently under a support plan, to gain access to a Technical Support Representative. This line is staffed during normal business hours (Monday - Friday 9:00 am - 5:00 pm Eastern Time). When calling please press extension 2 - otherwise your call will be directed to the sales deparment (if you press #1) or to our operator.

Callers are handled on a first-come, first-serve basis. If you are on hold for longer than 5 minutes OR if more than 4 callers are in the queue ahead of you, your call will be automatically transferred to our voicemail box. Please leave your contact information (company name, your name, your phone number) and a brief message as to the reason you are calling - leaving a voicemail will generate a case for you in the queue.


Screen Sharing 
The screen sharing feature allows you to share your screen with a support representative in order to better explain an issues and/or to troubleshoot questions.
Depending on the issue you will be able to see the support representative screen so they can show and explain how something should be setup or used.
The connection can be reversed so you can show and explain your question or issue. With your permission, your support representative will then view your screen and share control of your mouse and keyboard. You are in full control of your computer at all time. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing at any time.

 

 

 

Our goal is to partner with you and help maximize the benefits of your software.

 


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