Help Desk hours of operation are 9:00 AM Eastern until 7:30 Eastern, Monday through Friday excluding holidays.

Callbacks are made in the order calls are received except when given elevated priority for the following circumstances:

  * The caller indicates an outside technician is on site.

  * The caller's company started with the software fewer than 60 days ago.

  * The caller indicates that they missed a callback.

Email support requests are entered for callback if the question is unclear, the answer is not straightforward, or the question is one that will likely require repeated back and forth.

We do callbacks rather than keep the caller on hold. Callback time varies depending on call volume. Heavier call volumes usually occur during January and February and the first six business days of the month. In addition, call volume is often heavier close to noontime Eastern and 4 pm Eastern.