Support & Services

We are dedicated to supporting our customers. If you've ever sought support for your software products, you're familiar with the usual procedure. You call the support number and go through an endless series of automated questions and button pushing. In the end, if you're lucky enough to reach the appropriate department, you will be on hold for an interminable period. Not with Classic Software.

COMPLETE and TIMELY SUPPORT
We strive to answer your call personally and work with you immediately to solve your problem. If it cannot be resolved by discussion, the support technician will sign on to your system over the phone or internet to resolve your problem. Ninety-eight percent of technical support issues are resolved within 5 minutes during the first phone call. In the rare instances where the problem is not resolved over the phone, you will be able to mail or transmit your files to us for analysis. For WEB Services Subscription clients, all access to the programs and files is through our server and does not require client involvement.

Direct computer-to-computer communications support is available at no additional charge. For in-house software clients, all you need is a modem or DSL line and PCAnyWhere software. This service allows for fast response to support questions or problems. With this feature our Tech Support personnel are able to dial into your computer or log onto your internet session, see what you see, and take the necessary action immediately.

Support for Subscription Service clients in included in their per loan charge. For in-house software clients, support for first month is unlimited and free of charge. Call us anytime during normal business hours, five days per week. While most clients do not need significant additional support after the first month, if you'd like, CSI provides unlimited telephone, fax and e-mail support through our monthly support program.

PTF'S AND UPGRADES
Clients participating in our maintenance program automatically receive all upgrades and PTF'S issued during the year. CSI releases upgrades based on industry standards and customer requests. Upgrades are typically issued once or twice per year.

If there is something you would like to see added to MAX, please request an update. We will evaluate all requests and, if appropriate, will add it to the next scheduled release. If you require an upgrade that is unique to your business or you do not want to wait for the next scheduled release, we can provide the change as custom code.

TELEPHONE SUPPORT
Telephone support is available during normal business hours, five days per week. The first month is unlimited and free of charge. While most clients do not need significant additional support after the first month, CSI will continue to provide unlimited telephone, fax and e-mail support under a monthly maintenance agreement.

Direct computer-to-computer communications support is available if you have a 57.7 BAUD modem or DSL line and PCAnyWhere software. Both items are available locally, from mail order sources or directly from CSI. This service allows for fast response to support questions or problems. With this feature our Tech Support personnel are able to dial into your computer, see what you see, and take the necessary action immediately. There is no additional charge for this service.

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