Policies

Summit Technical Support Policies

Overview

All customers and support issues are very important to us. Because all Summit customers are equally important, we have created the following support policy to provide a fair and efficient support system.

Availability

Regular technical support hours are 7:00 a.m. to 6:00 p.m. (MST) Monday through Friday. If you have an emergency after these hours, technicians are available via pager. Leave your name, company name and phone number with extension along with a detailed description of your problem. This information is required to process your inquiry. A support technician will return your page as soon as possible. Do not use this service during regular support hours.

Support Queue

All support requests are placed in the queue and are answered in the order received. However, technical support will review the messages and prioritize their response for emergency situations.

For the fastest available service, we encourage you to use e-mail for your inquiries whenever possible. The first hour of each morning will be devoted to answering e-mail support, as well as on a "priority" basis throughout the business day. Send e-mail inquiries to support@summitsoftware.com.

Appointments

If you know that you will need technical support's services at a specific time or for a specific project, you can make appointments in advance. The advantage of advance appointments is that technical support has time to research and prepare for your problem/situation. For example, if you will be upgrading hardware or software, changing the network, or using an outside consultant, you may set up an appointment before making these changes so that Summit will continue to run smoothly and you avoid downtime.

Appointments are available during normal business hours at no additional charge. Appointments for after hours and weekends will be charged at our normal rates.

Support Contract

Summit's technicians will answer/return your call as quickly as possible. However, if our technicians are already with a customer and you need to leave a message, please consider the following support policies.

If you have subscribed to Summit's regular support and have to leave a message, our technicians will return your call asap. Dial (800) 771-1827. Calls are returned in the order that they are received.

Training

On-site trainings are offered for a fee. Contact Support or Sales for more information.