Tier 1 - A technician will talk to you for approximately 10 minutes to assess your problem and if it’s a simple question or fix, deal with it right away. Often, you’ll be able to talk to the tech without having to wait for a call back, but if we do have to call back, it should be very quick, usually within the hour. Note: If you have an emergency and cannot sell product, do tell the receptionist about it right away.

Tier 1.5 - A technician will talk to you for up to 30 minutes to work on your problem from the information obtained during your tier 1 call. Callback times for tier 1.5 are usually done the same day and if it’s a normal question or fix, it will be dealt with immediately.

Tier 2 – For problems that take longer than 30 minutes to solve, a technician will call you back, usually by appointment, and connect remotely to your computer and work with you to solve the problem. Information gathered from your previous communications with the support department will be used in solving your issue.

Tier 3 – For very difficult problems, such as programming issues, bugs, or special types of fixes, the issue will be escalated up to a programmer who will work with the support technician and you to deal with the problem.

We’ll also prioritize the support call based on the type of issue:

1) If you have an emergency and are completely down and unable to process sales, you are placed at the top of the callback list. If we cannot talk to you while you are on the phone, we’ll have someone call back within 15 minutes. If our regular support techs are not available, then we’ll call on our trainers, programmers or others to pitch in and help.

2) If you have a Tech On Site, we’ll want to give you quick service because they may be charging you $100 per hour and it would not be fair to have them wait a long time for a call back. Typically, this will happen if you have a technician come in to setup or maintain your computers or network and they need help with the configuration for Windward.

3) Urgent Support. If you are able to sell, but you have an urgent issue that needs to be dealt with quickly, we’ll make every effort to get back to you within the hour if the tier 1 support person cannot help you within the 10 minutes allotted.

4) Regular Support. We’ll deal with the remainder of the support calls on first in, first out basis. This keeps the system fair so that everyone gets a phone call back as quickly as possible.