Getting Product Support

Microworks offers many resources to help you use our products.  You can search the product help available online or on the Web, or you can use one of the many support resources available to you as a Microworks customer.  The PrISM online help assumes that you are proficient in the use of the Windows operating system.  If you need help using the Windows operating system, consult its online help system by choosing Start | Help.

 

The following sources of information are available to help you learn how to use the PrISM for Windows system.

Technical Support

If you are unable to find your answers through our online resources, Microworks offers flexible options to meet your support needs.  Before you contact Technical Support, make sure you have the following information available:

Telephone technical support is available Monday through Thursday from 9 a.m. to 8 p.m. EST, Friday from 9 a.m. to 7 p.m. EST, and Saturday from 11 a.m. to 3 p.m. EST.  You may reach Technical Support by calling (585) 787-2058 and choosing option 1.

 

After-Hours Technical Support Policy

After-hours and holiday technical support will be handled via pager until 11 p.m. EST.  After-hours support issues should be limited to system-down problems; all other issues should be handled during normal support hours.  This service is only available to clients that have a current support contract.

 

To page a support analyst after hours, dial into the main Microworks support line and follow the instructions for after-hours paging.  These calls will be returned with a 30-minute or less target response time.  Please be sure to follow pager instructions for after-hours support.

 

Note: All non-operational issues should be resolved during normal business hours as stated above.

 

Support Contracts

PrISM users must have a current support contract to receive telephone technical support.  All new turnkey systems ship with one (1) year technical support from the date of shipment.  For more information regarding support contracts, please contact the Microworks Accounting department at (585) 787-2058 and choose option 2.