Support FAQ
What are your support options?
Why does PSS include product upgrades?
When is your support available?
Who staffs your support hotline?
What’s your typical support backlog?
How are support calls handled?
What’s the feedback regarding your support?
Where can I get more information?
What are your support options?
All MicroMain products are delivered with 30 days of free customer support. After that time, customers have two options: 1) Pay As You Go or 2) Priority Support Subscription (PSS). Without PSS, customers can access support on a pay-per-incident basis. With PSS, customers receive unlimited access to support, plus free product upgrades and discounts on services, products, and events.
Why does PSS include product upgrades?
MicroMain believes that the highest level of support is provided not only with technical support but also with the most current version of the software. The product upgrades ensure that customers are utilizing the latest technology and functionality. This includes changes in operating systems, such as moving to the most current version of Windows®.
When is your support available?
The toll-free Technical Support Hotline is available from 8:30 a.m. until 5:30 p.m. (Central Standard Time). Customers can also contact support at their convenience via email (support@micromain.com) or fax (512-328-5942).
Who staffs your support hotline?
Our full-time technical support team comprises experienced professionals who are very knowledgeable regarding MicroMain’s software. This in-house technical support team has immediate access to our development team and additional resources, as needed.
What’s your typical support backlog?
The technical support team maintains a zero support backlog. With the thousands of customer sites we support, MicroMain believes this is an important competitive advantage that serves our customers well.
How are support calls handled?
A record of each call is logged and classified as a support incident. All open support incidents are monitored and resolved in the most timely manner possible, including escalation when needed. Support incidents are closed when the customer is satisfied with the resolution.
What’s the feedback regarding your support?
Many of our customers write, email or call to tell us how pleased they are with the expertise, care, and responsiveness of our technical support team. Testimonials are available on our website.
Where can I get more information?
Give us a call at 888-888-1600 or email info@micromain.com. We’ll be glad to answer your questions. |
