Support

SherWare Support F.A.Q.

The most common questions you have about support

CAN I UPGRADE MY SUPPORT PLAN?

We offer Silver, Gold and Platinum levels of support. Silver includes email-only support with our team. Gold is the most popular level and it includes phone and email support. Platinum support includes email, phone and a personal instant message channel with support.

To upgrade to a different level of support contact our support team at 330.262.0200 for options and pricing.

HOW FAST WILL I RECEIVE A RESPONSE?

We make every effort to respond to your e-mails and phone messages as soon as we receive them, in the order they arrive. If we’re unable to answer them immediately, your e-mail or message will be replied to in less than two hours. (See our stats below for how quick we typically are!)

WHEN DO I NEED TO RENEW SUPPORT?

If you are not on a monthly subscription plan for the software, about a month before your support expires, you will be contacted by SherWare Support with the details of your renewal. They will both mail and e-mail you a renewal packet for the current level of support you are using.

You can choose to renew when you receive your support notice or anytime before your support expires. If you choose to not renew support until after your plan has expired, you may be charged a late fee and will not receive software updates and upgrades without being current on support.

If you are on our monthly subscription software option, Gold support is included with your subscription, so nothing needs to be renewed.

WHERE SHOULD I GO FIRST FOR HELP?

If you are a current client, you can access our detailed Help Files within the software or go to our Support Login to access the Documentation and Knowledge Base center. You can also contact support at support@sherware.com to submit a support ticket or directly from your software Help menu.