Original publication date: March, 2006
Requesting customer support over e-mail or through a company's Web site is convenient. In just a few seconds, you can shoot off a question or outline an issue that you're experiencing. Unfortunately, a company's response to an e-mailed support request can be very long in coming, which negates the convenience of the online format.
But not with Softshare. We attend to most e-mailed support requests within one business hour, and never let e-mailed support requests go unacknowledged for longer than two business hours. In addition, we're able to research your issue, assuming you have provided enough detail, before getting on the phone with you or responding to your e-mail which allows us to provide you with answers faster.
If you'd like to take advantage of the convenience of e-mail when requesting customer support, you can send us an electronic customer support request in one of two easy ways: (1) Filling out Softshare eService's Customer Support Request form or (2) e-mailing support@softshare.com.
The Customer Support Request form is designed to submit software issues to Softshare's customer support desk. The form prompts you for specific information regarding the Softshare product you are running as well as the environment you are running it in. It also allows you to attach files such as error logs or screenshots to help Softshare diagnose the issue.
If you prefer to e-mail Softshare's support desk directly (support@softshare.com), remember to include specific information regarding the issue you are experiencing along with contact information such as your full name, company name, phone number, and Softshare account number. Attachments, and as much additional information as you want to provide, are also encouraged. The more details you share with us in your initial request, the less time we'll spend gathering answers to follow-up questions.