Tips for When You Call Support
When you need to call TOPS Technical Support, here are some tips
that will help expedite your call:
- Be sure to have your client ID number ready when calling in
for Support.
- When you call TOPS at 800-899-5689, listen carefully to the
prompts and select the appropriate department. Press 1 for TOPS
Software Support, or Press 2 for TOPS Internet Services Support,
such as TOPS Interactive Web Sites or Internet Backup Service.
- If you are calling TOPS Support because you have a technician
on site that needs information or assistance, be sure to state
that when you call so your ticket will be assigned an Urgent status.
Please be advised that we cannot guarantee a call back time, but
you can schedule an appointment several days in advance.
- When you call TOPS Support have as much information available
as possible about the issue you are calling about. Write down
any error messages that may appear during a process, have copies
of reports that may need to be faxed for review, and be as specific
as possible about what you are were working with.
- E-mailed requests for support must be sent to support@topssoft.com
or websupport@topssoft.com.
Sending an e-mail directly to a support technician is no guarantee
of a prompt response, especially if that technician happens to
be on vacation or out of the office for the day.
- The Online Support Center at http://support.topssoft.com
is fully integrated with TOPS' internal ticket tracking software,
allowing you to track all support tickets generated by your company.
This includes e-mail support requests for TOPS v3.2.1™.
A ticket is created and placed in the queue for the next available
Support Technician. Your e-mailed support question is treated
just like a call, it is chargeable support time at a rate based
on your company's Maintenance Support Agreement.
Our Support Technicians are always happy to help you with all your
support needs. You can contact our Support Department at (800) 899-5689,
or e-mail to support@topssoft.com.
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