Our support programs and supplemental services provide you with fast and efficient issue resolution to help maximize your investment in our software. Our advanced customer support programs offer the expertise and assistance to help you meet today's demanding requirements. We offer two levels of phone support to meet your individual needs: Basic Support, and Priority Support.
Basic Support provides online troubleshooting and guidance, and telephone assistance for higher-priority issues, to facilitate smooth installation and productive operation of your Cougar Mountain solution. Basic Support provides reliable, consistent support during normal business hours, Monday - Friday. You will also have access to our Cougar Mountain Software's Customer Service Center, our comprehensive online web support resource, which provides extensive product and support information. Key Basic Support features include:
Telephone support during local business hours (M-F 6:00 a.m.-6:00 p.m. MST)
24-7 access to online, self-service resources
Access to software updates
Priority Phone Support--Critical incidents can jeopardize your business operations. Priority Phone Support provides you with immediate access to dependable, expert advice for your time-critical production issues. With Cougar Mountain Software's Priority Phone Support, you can access our support network 12 hours a day, Monday through Friday, and receive fast response to critical problems (from the next available Senior-Level Support Specialist). You will also have access to Cougar Mountain Software's Customer Service Center , our comprehensive online web support resource, which provides extensive product and support information and online account and case management.
Priority Phone Support Supplemental Support Options--Customize your Priority Phone Support program to meet your individual requirements by adding one or more of the following options:
Designated Support Specialist - Provides customers in large, complex computing environments with a Senior-Level Support Specialist with deep technical skills in the product line you specify. This Designated Support Specialist provides a central point of contact -- and their product line expertise ensures that your organization's technical issues are resolved rapidly and effectively, up to two incidents per call. In addition to your Designated Support Specialist, your organization will receive priority case handling and escalation.
Reports Support - With CMS's Report Support, you can leverage our report experts' knowledge and experience in the latest technical tools and capabilities to help streamline your business needs by assisting you in moving fields on reports or invoices or adding logos to invoices, checks or reports.
