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Support Policies and ProceduresThis following defines the service policies and support options available with the Collect! credit and collection software. The Collect! Technical Support team pride ourselves on providing efficient, effective and high-value services: we solve 90% of properly submitted online Support Tickets within one business day. We work hard to find a balance between providing thorough and expedient support and ensuring that our support remains affordable and accessible. These policies are designed to respect your time, the time of our Technical Support team, and your investment in Collect!. Note that issues with computer, network or equipment failure should be addressed by your IT service provider. Comtech cannot be held responsible for support of systems other than the Collect! software. Support Hours Support HoursStandard support hours are 9:00am to 8:00pm North American Eastern Standard Time (EST), Monday to Friday. After hours, on weekends, and on certain holidays, we have emergency support available for our Collect! Members at an additional charge. Contacting the Technical Services Team:We have a number of options for our clients to contact us for support. Collect! Members are provided priority. Regardless of how you contact us, please provide us your name and company name, your version of Collect! (Use "Help" > "About" to find), all relevant information concerning the request or problem including the exact wording of any error messages, and the Support Ticket Classification (see below for definitions).
Contacting After Hours Emergency Support:After hours emergency support is available for Collect! Members, at an additional charge. Please go to the Member Center, select the "Support Portal", and select the "Submit Tickets" button. Fill out a detailed description of your problem, the exact wording of error messages, and set the priority level to "Critical". These inquiries are handled first by our Team. Support Ticket Classifications:Support Tickets should be classed into one of four categories when submitted to the Technical Services Team. This assists us in determining the criticality of the support issue:
Timelines for Support Case ResolutionSupport Technicians have been trained to ensure rapid, effective problem resolution. Team Supervisors monitor status and resolution to all Support Tickets reported by clients, to ensure client satisfaction. While many issues are resolved quickly, some may take several hours to several days to resolve depending on complexity, scope, staffing and availability of information. Whenever possible, Technical Support team members will work with you to schedule work events at the most convenient times possible. If you have a specific deadline on a project requiring our Support Services, please identify this date to us as quickly as possible. Streamline Communications through our Support LiaisonThe Technical Support Team includes a Support Liaison to streamline communication with our clients. Since our Support Technicians concentrate on solving specific complex technical issues, the Support Liaison will help you enter a support ticket or add a comment to your case, without breaking the focused work of the Support Technicians. Minutes working with a Support Liaison will be added to the time spent on your case. You may also enter a support ticket or add a comment within the Member Center and no additional time will be deducted. Tracking Your Support TicketsQuestions about the status and progress of your Support Tickets can be done by logging into the Member Center, clicking the "Support Portal", and the "View Tickets" button. You may view "Opened" and recently "Closed" Support Tickets, read the details about the issue, track interactions and correspondence, review Technical Support Staff comments and add your own comments ("Post Reply"), and view the Support Ticket's current status. Please note that Support Tickets that have been closed for more than 30 days are not available for review. Remote AssistanceWith your permission, our Technical Support technician can access your Collect! installation directly. This requires a small software utility to be downloaded and installed. Your Technical Support technician will let you know if this is an appropriate option to address your issue. Technical Support BillingComtech charges our customers for delivering technical support. We welcome the discussion of technical support time estimates and expense prior to any services being delivered. We provide different rates for technical support based on whether the customer is a Collect! Member or a non-Member. Standard technical support rates are US$100/hour for Members and non-Membership rates are US$325/hour. We have a fifteen minute minimum charge per issue. Emergency and after hours support is billed at a higher rate: US$200/hour for Members, and US$650/hour for non-Members. When your support ticket is resolved, the number of minutes that were actively spent solving your problem will be indicated on your invoice. Invoices are generated after the technical support is delivered to the customer. Comtech may elect to deduct chargeable support minutes for any ticket(s) solely at Comtech's discretion. Supported VersionsComtech recommends that you upgrade to the current release of Collect! (currently version 11). At this time, Collect! versions lower than 8.0 are not supported by Comtech. Issues with versions older than the current release may be responded to with a request to upgrade to the current release. Support for Custom Reports and Import/Export MapsCollect! includes standard reports and data import and export maps. Comtech's Technical Support must review all requests for custom-built reports, formulas and/or data import and export maps. The review will determine the time and cost of building custom solutions to meet your unique requirements. We recommend that clients who want to investigate custom reporting and import / export maps on their own review the on-line training videos in the Member Center. Database UploadsTroubleshooting issues with Collect! may require an examination of our client's database, and our Technical Support may request that our clients provide us a backup of their database. Our team has access to technologies that permit thorough database analysis and issue diagnosis. At Comtech, we place a premium on security and confidentiality and assure our customers that we will never share, sell or distribute any information within a customer's database without expressed written consent from that Collect! customer. Please contact us before sending us a database so that we may advise secure methods of transport. Right to Refuse SupportComtech reserves the right to refuse technical support assistance to any client who has payments in arrears. Comtech reserves the right to refuse technical support assistance to any user who abuses the support system or staff. Abuses may include speaking in an abusive manner to support personnel. Providing Us FeedbackWe want to provide you with the best possible service and want your feedback. The best way to give us your impression of our Technical Support is to complete the Feedback Survey we distribute shortly after each support ticket is closed, and sending it to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We continually review your feedback and use it to improve our support efforts. |
