Customer Support Overview

What is included in support for CHAMP software?
Typically we will support the following:

• questions related to the software, including billing questions related to setup in CHAMP
• bug fixes
• general maintenance to the software
• standard installations following our documentation

What are the advantages of purchasing support?

• Receive technical assistance to determine whether a feature is working correctly or not
• Reinforce initial training (support is not meant to be a substitute for training, but is often the best way to perfect the learning process)
• Quick resolution of problems as compared to no resolution of problems (some agencies go months without having any problems, while others have problems on a more frequent basis)
• Additional software updates 3-4 times a year to fix problems or to add features requested by customers
• Installation and uninstallation assistance for typical setups
• Offer input on new or advanced features, which may be added to the software in future updates

How do customers receive updates?
Updates can be downloaded from our website.

What is the best way to contact support staff?
The best way is to reach us with an urgent issue is by telephone (please leave a voicemail message if we don't answer—we may be assisting other customers). Sending us email will automatically open a support case, which we usually respond to the same day.

What type of response time do you have for support?

• Response time for phone calls ranges from an immediate response to a 1-2 hour return call time.
• Response time for emails and faxes is typically same day or next day.

What are your hours of support?
Our office hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time. We observe the following holidays:

• New Years Day
• Good Friday
• Memorial Day
• Fourth of July
• Labor Day
• Thanksgiving
• Day after Thanksgiving
• Christmas Eve
• Christmas Day

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