Support Overview
If you wish for some instruction on the program or if you encounter an error message, go to Help (alt+H), Technical Support (T). In the Support Letter tab, include your question, or a description of your problem and what you were doing at the time the problem occurred. The support letter formatting gives us important data. This procedure will help us to resolve your question as quickly as possible.
The low price of our program includes free and unlimited technical support by e-mail (support@reporterworks.com) and toll-free fax (877-482-1230) for current users. We strive to answer all questions within the same 24-hour business day.
We offer voice support due to the request of a few users who would rather not fax. However, in our experience, 98% of all ReporterWorks questions can be answered by faxing us the subject reports or e-mailing us the appropriate questions so that we can see your problem.
Our fax and e-mail support structure helps keeps the program costs down by not tying up staff time unnecessarily. It also eliminates telephone tag and long periods on hold. PCWorld estimated that it takes the average user 30 hours to speak to a support technician if they require support by phone. Also, we have seen technical support programs as high as $100 per month or even $95 per call! These are brought to you by well-known companies such as Microsoft. We are striving to keep ReporterWorks affordable for all our colleagues. We can eliminate the wait, improve the service, and reduce the cost through fax or e-mail support.
As our user base grows, we are experiencing added traffic for support on our sales line. A support person is not always available in our office. You can arrange for telephone voice support as long as you have a current program. As noted in our manual, voice support is an option available by appointment for $1.50 per minute. You must absorb the long distance charges, if any. Fax or e-mail your available times, and we will call you back if no one is immediately available.
Note: This page contains updates for
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If you are upgrading or updating your network, all stations and server must have the same RW version. | |
417 West Mountain Avenue, Fort Collins, Colorado 80521
Toll-free sales: 877.482.1505 or sales@reporterworks.com
Fax: 877.482.1230