Service Level Agreement for
TOPS products

TOPS Customers are given the option of contracting TOPS for technical support. Our technical support team is located in our Clearwater, Florida office, and is available for customers during the following Service Level Window (SLW):

Monday - Friday:

9:00am - 8:00pm EST

Be advised that TOPS Support may be closed no more than
one (1) day per month for internal training and testing.

Please note that all service level windows are based on business hours.
 

Contact Support at:

(800) 899-5689

support@topssoft.com

Following are the support services that you can count on, depending on the support plan your organization uses:

Maximum Response Time Within the Designated SLW by Impact Level:
Impact Levels 1 (Urgent) & 2 (High)	8 hours	1 hour
Impact Level 3 (Normal)	48 hours	6 hours
Impact Level 4 (Low)	72 hours	24 hours
Add'l Users*	Additional Fee Per User	Unlimited Users
Searchable Support Knowledge Base	✓	✓
Submit & Vote on Product Improvement Ideas	✓	✓
Unlimited Email Support**	✓	✓
Unlimited Call Back Ticketing	✓	✓
No Minimum Call Times/Overage Charges	✓	✓
Semi-Annual Application Updates	✓	✓
Regular Program Hotfixes	✓	✓
Unlimited Online Training	✓	✓
24/7 access to pre-recorded classes	✓	✓
Customer Community Access	✓	✓
Online Access to User Manuals	✓	✓
Dedicated Account Manager	✓	✓
Supported Communities	Unlimited	Unlimited
Permitted Support Requests per Year	Unlimited	Unlimited
* This does not apply to [ONE] clients ** Emailed tickets are set to normal priority (Level 3)

Scope of Work:

Technical support does not include manipulating your accounting books as part of the normal scope of work covered under this SLA. Accounting support is defined as any research needed to assist with balancing ledgers, offsetting GL accounts, or any issue/question that would arise from bookkeeping/accounting.