Response Times

 

Our policy is to return all calls and e-mails within four business hours for contacts made during regular business hours.  (i.e. 9:00 am – 5:00 pm Eastern Time and extend hours to 8:00 pm Eastern for our West Coast customers.)  But chances are we’ll answer your call four times out of five during regular business hours. 

 

Support

 

Primafact Annual Maintenance and Support customers are entitled to software updates, and unlimited telephone and e-mail communications regarding Primafact issues. 

 

Other services (such as training, on site support, server migration and server rebuilding), are chargeable and may be provided by your IT provider or Sandcat Software personnel.

 

Primafact Annual Maintenance and Support is an annual charge of 20% of the initial software license.  Alternatively, you can sign up for a three year pre-authorized credit card or chequing account monthly payment plan.

Types of Calls

 

Contact us with any question about Primafact – such as how to use a particular feature – not just technical calls.

 

However, if you do experience a technical problem you can greatly assist in expediting the requests for technical support by providing as much relevant information as possible at the time of the request:

 

· Name of Firm

· Individual Contact Information (Name, Telephone Number, E-Mail)

· Primafact Version:  To find this, open Primafact, select the menu Help | About.  The Version, Build, and Service Pack information is then displayed.

· Hardware Involved

* Server

* Desktop or Notebook PC

* Scanner and / or Scanstation

* Operating System

· Description of problem and how to make it reoccur

· Any supporting files and screen shots: 

* In general, screen shots can be captured by pressing Shift + Prt Scrn which copies the screen to the Windows’ clipboard.  The next step is to paste the screen shot on to an e-mail message, or onto a Microsoft Paint file or a word processor document, and send it as an e-mail attachment.

 

Requests for technical support can be made via:

 

                      e-mail:       support@primafact.com

 

               Telephone:       416.531.0891

                 Toll Free:       888.881.0891

 

                         Fax:       416.531.3015

                 Toll Free:       888.531.3015

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