We pride ourselves on providing efficient, effective, and affordable technical support. We work hard to find a balance between providing thorough, expedient, considerate support and ensuring that our support remains affordable. These policies are designed to respect your time, the time of our tech support staff, and your investment in ServiceCEO.
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Online. for fastest response: Support Tickets. Fill out a detailed description of your problem, including exact wording of error messages online via the Member Center. These inquiries are handled First. |
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Emergency. All Online Support Tickets labeled as an "Emergency" will be handed before all other Support Tickets. Note that Insight Direct reserves the right to determine that a Support Ticket is not a true emergency, so please only label a Support Ticket as "Emergency" if it is legitimately urgent. |
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Telephone. The dedicated Technical Support Line is (617) 557-4898. Please do not call the main Insight Direct number as the support staff does not have access to this line. Calls will be handled after online support requests in the order they are received. |
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- Note: Due to the high volume of calls, you may receive the Technical Support voice mailbox. Our Technical Support team checks the voice mailbox throughout the day and will call or email you when it is your turn to receive support. Calls are handled after online requests.
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Remote Assistance. With your permission, our support personnel can log into your computer and fix your problems directly. This requires a small software utility to be downloaded and installed. Your technical support representative will let you know if this is a good option for your problem. |
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If you want to see the progress of your Support Ticket, you don't need to call the support line—you can view your Support Ticket online! See Tracking Your Support Tickets for details. |
Insight Direct reserves the right to refuse technical support assistance to any customer that abuses the system. Common abuses include calling the main Insight Direct sales line for support issues, marking support tickets as an Emergency when they are clearly not, and speaking in an abusive manner to support personnel. In the unlikely instance your support rights are terminated, the remainder of your Support Minutes will be refunded.
Our customers use their pre-purchased tech support minutes for access to our tech support team. We have a ten minute minimum per question.
Log into the Member Center to visit the ServiceCEO Online Store to purchase technical support minutes.
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Purchase a Silver or Gold Support Plan. You can purchase a support plan with 180 (Silver) or 600 (Gold) Support Minutes.
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Receive By-The-Minute Support. |
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- By-the-minute support for customers with an active Membership Plan costs $3.00 per minute with a minimum of 10 minutes per incident. Thus, the minimum charge for by-the-minute support is $30.00.
- By-the-minute support for customers without an active Membership Plan costs $5.00 per minute with a minimum charge of $50.00.
- You will need to provide payment information (a valid Credit Card number, expiration date, name on the card, and billing address) before you can receive any assistance.
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Note: Support Minutes never expire as long
as you have an active Membership Plan; however, if your Membership
Plan does expire, your Support Minutes also expire.
Deducted: When your Support Ticket is resolved, the
number of minutes that were actively spent solving your problem
(with a minimum of 10 minutes per support ticket) will be deducted
from your total. Insight Direct will deduct Support Minutes for any
and all NON-bug-related issues.
Not Deducted: The time spent on your Support Ticket
that either wasn't relevant to your problem or did not directly result
from your problem will be indicated but will not be
deducted from your total we use this to track how much total time
was spent solving your problem.
If you have any questions about your Support Tickets, or you want to see the progress of your Support Tickets, you can do so by logging into the Member Center and clicking the View Support Tickets button. From here you can view both opened and closed Support Tickets.
You can click on the Subject link of any Support Ticket to read the details about the issue. You will see all interactions that have occurred, comments submitted by the Technical Support Staff, add your own comments, and view the Support Ticket's current status.
To log a comment for your Technical Support Specialist, click Add Comment. The Submit Comment page appears. Type in the Comment field and click Submit. Your comment is attached to your Support Ticket and is now part of the Support Ticket's history.
If you have called into Technical Support, you will also be able to review the technical support service by logging into the Member Center.
Insight Direct's Technical Support cannot provide support for custom-built or edited Crystal Reports. Questions regarding custom Crystal Reports are considered outside the scope of Technical Support. While we may be able to provide assistance locating the information you need in the ServiceCEO database, support representatives cannot assist in the building and editing of complex Crystal Reports and formulas.
We want to provide you with the best possible service, and thus would love to hear your feedback! The best way to give us your impression of our Technical Support is to fill out the feedback survey by following the link found in your resolution email when a support ticket is closed. We continually review your feedback and use it to help focus our support efforts in the future.
