IF YOU NEED NETWORKING SUPPORT FILL OUT AND SUBMIT
THE FORM BELOW. WE WILL CONTACT YOU WITH A PRICE QUOTE
RATES ARE AS LOW AS $50 PER HOUR
:
YOU CAN ALSO CALL (631) 544-6800 BUT WE RECOMMEND THAT
YOU FILL OUT THE FORM FOR FASTER SERVICE



IF YOU NEED OTHER SUPPORT FOLLOW THE BELOW TICKET SUBMISSION PROCEDURES:

CASE MANAGER IS A VERY STABLE PRODUCT, and most errors are accidentally caused by a user.  Regardless of the issue, support can be requested at any time by filing out a support ticket (SEE BELOW STEPS).

Your ticket will be reviewed by the assigned representative and associated with a ticket number. After an initial assessment by our support team, the resolution of the problem will be assigned to an appropriate engineer who will either respond by e-mail indicating what you need to do to resolve a "SIMPLE PROBLEM", of phone you if the problem is "COMPLEX" and either connect directly to your computer or request access to your database so that it can be analyzed without disrupting your office work.

If your support issue was due to database or other corruption caused by you, requiring a fee to be paid for support, you will be notified and a level 2 technician will phone you to discuss the problem and any cost.

Our "Support Ticket System", will enable you to obtain a quick response to tech support questions, and also to "retain a history" of any support question and what was done in response to your request.  This also enables tech support staff to follow up on support issues to prevent delays. Please follow the below procedures for ALL FUTURE SUPPORT ISSUES.


SUPPORT TICKET SYSTEM (explained below)

The Case Manager Online Support Help-Desk allows you to Log In to submit a support issue, and when
you type it in, a solution automaticlly appears if it was an issue that was submitted previously.

Alternatively, the support ticket is immediately assigned to the appropriate
support team member, who will contact you to resolve the issue.

In order to LOG IN to the Help-Desk you need a user name and password, which you can obtain by
clicking on the REGISTRATION ICON and submiting your desired user name and password.
You will receive an email when your registration has been approved and your log in data is configured.
When you enter your user name and password on the Log In screen, the below screen will appear



Once logged in you can "view all tickets" and reponses, "submit a new ticket", search our knowledbase for answers to frequently asked questions, access our "troubleshooter to diagnose and resolve common problems, read current "news", and "download" new software updates when available.


When you click on the "submit a ticket" link, the below screen appears, allowing you to select the type of ticket you are submitting, billing, sales, level1 or 2 support or "custom programming request".


After you select the ticket type (above) and click on the NEXT button, the below screen appears, allowing you to fully describe th nature of your support request, including the ability to upload photos, pdf's, screen shots or other data to illustrate what the issue is.

 

When you start typing the description of your trouble ticket issue in the
details box (below) KNOWLEDGEBASE SUGGESTIONS automatically appear
below the details box, containing potential solutions to your issue.
You simply click on one of the solutions to display the full text of the solution.

 

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