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:
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 |
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Maximum Response Time Within the Designated SLW by Impact Level: |
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8 hours |
1 hour |
|
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48 hours |
6 hours |
|
|
72 hours |
24 hours |
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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 |
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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.
Impact Levels 1 and 2
Impact Level 1 - URGENT: An extreme impact on a production system with no alternative available. Examples include a complete loss of
Impact Level 2 - HIGH: A high impact on a production system. Essential service operations are disrupted but an alternative exists which allows for the continuance of essential operations.
Impact Level 3 - NORMAL
A normal impact on a production or test system that involves a partial or limited loss of non-critical functionality, where an alternative exists which allows for the continuance of normal operations.
Impact Level 4 - LOW
A low impact on a production or test system that involves no
