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Service Estimator |
Technical Support Options |
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Email support* is active 24 hours, seven days a week. Incoming email is monitored continuously and provides the fastest response times from our support staff. The email support address is support@service-estimator.com. Responses are typically within 2 hours during office hours. After hours or weekend inquiries are responded to on the next business day.
Telephone support* is available during office hours. The support phone number is (800) 224-1957. Support calls are taken in the order in which they are received - or you can leave a message with the answering service and wait for a call back. The average response time is 2 to 4 hours. Note that "live" telephone assistance is still the most popular form of support with our users. Due to this, you may want to note our busiest times and consider also using our email support (which has the fastest response time). Please note periods when you should expect longer hold times:
Callback support* is active during office hours. The toll-free number is (800) 224-1957. Calls received between 9:00am and 3:00pm EST are typically responded to within 4 hours. Calls received between 3:00pm and 5:00pm EST are typically responded to on the next business day.
*Ongoing technical support requires an associated annual fee. The fee is based on the number of licenses and the version you are using. Prior payment of support fees will be verified before support is provided. If your support fee payment is not current, you will be asked to provide a valid credit card number that can be authorized and used to charge for support services. The charge for support if you have not paid the annual fee is $120.00/hour (one hour minimum). By keeping current with your version of Service Estimator, our support staff can more effectively assist you.
Technical Support holiday closings:
If you have a question or problem that is not addressed in Service Estimator's Help system, you may wish to contact our Technical Support Center via telephone, fax or email. Our office hours are Monday through Friday, 9:00am - 5:00pm eastern time. Please have your customer number ready when you call (it is on your original invoice).
Note: If you are having a problem installing or running Service Estimator, please refer to the "Troubleshooting" topic before contacting the technical support center. The information you need may already be documented for you.
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