New Changes Taking Effect in Support

    Posted by Andrea Drennen, CMCA on January 25, 2018

    Dear Customer:

    As previously announced, TOPS Software's support services is making a number of changes in 2018 to better serve you. As a part of these changes, we are implementing an impact-based response system that will allow us to respond faster to clients with higher needs. Under our new SLA, clients experiencing issues that directly affect their ability to do business will receive a faster response time than clients with less imperative requests.

    This Friday at 12:00 noon, TOPS Software will be deactivating the phone queue in order to put this new system in place.

    After Friday, clients on premium support plans will no longer need to wait on hold for phone support. Rather, all clients can submit tickets, either by calling our support help line at (800) 899-5689, by submitting a ticket online at support.topssoft.com, or by submitting a ticket inside the TOPS [ONE] application via the help button at the bottom right of the screen. (We expect to release a similar in-app functionality for TOPS Pro and TOPS iQ users in the coming weeks.)

    In addition to the above changes, we have also activated searchable knowledge base support for all TOPS products. The knowledge base provides 24/7/365 access to solutions for common issues our support team encounters. We encourage you to use these resources as your first resort for how to's and product questions.

    Finally, we have added the ability to monitor support tickets that you've created, or on behalf of your entire organization via our support help center.

    We expect these changes to help significantly reduce turn-around times on priority issues for clients and improve our quality of service overall. We thank you for your continued patience as we work to provide all of our clients with a higher standard of service.

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