How do I submit a technical support request?

Click on the HELP button on the right side of your screen or email:

Please include a specific order number or customer account ID and a detailed description of the problem.

Typical Response Times:

Level 1 - Mission Critical (system down) 60 minutes or less

Level 2 - Functionality Issue (orders still processing) 24 hours

Level 3 - Training or Feature Request 24-48 hours during normal business hours

You may be issued a Case ID to keep track of your support request.

Please verify you have the latest version of Java installed (1.5 or higher) so that we receive a visual snapshot of your screen when you submit a HELP request. You can update to the latest version of Java at the following link:

Note, this answering service is monitored 24/7 by several people in different time zones. Phone:  (800) 210-8670

Please note, we charge $50 per hour for live telephone support during normal business hours for non-critical support calls and $95 per hour outside business hours.

We encourage you to submit your request by email (free) and a support person will call you back (at no charge).

Press 2 for Technical Support Monday to Friday 9:00 am to 5:00 pm EST. If you have a mission critical support problem (unable to place orders), feel free to both email and call us to leave a message after hours.

Email 24/7 -- 365 days a year. This email is monitored by several people in different time zones. You can also call our office 24/7 and a live operator will take your message and relay it to support.

Non-critical support calls will be returned the next business morning if you call after hours.

What are the hours for live technical support?

Live phone support is available Monday through Friday, 9AM to 5PM EST.