Windward Software Support Queues

Customer issues and questions are placed into the Support queue by reception. Only customers with active support plans can receive support services. Please contact Sales or Customer Service Assurance for information on support plans, or alternatively go to http:/mywindward.wws5.com/support for information and to purchase a plan online.

The support team responds to customer requests and problems by taking calls from a queue based system. The queue is based on a first come first serve basis, however some exceptions are made. Please see below for information on how customer calls are prioritized.

We routinely review and make improvements and adjustments to our Support processes in an effort to better meet customer requirements. Our support team will always address serious issues with priority. Our support team works hard to get the answers you need as quickly as possible.

Technical Services - A technician will talk to you to assess your problem and determine how it can be resolved. If it's a question or fix that can be resolved within 15-20 minutes, the technician will deal with it right away. Note: If you have an emergency and cannot sell product or have a serious disruption to your daily operations, please inform the receptionist about it right away.

Support Services - For problems that take longer than 20 minutes to solve, the Technical Services technician will assign the call to the Support Services team. A Support Services technician will call you back on a first come first serve basis. Information gathered from your previous communications with the support department will be used in solving your issue. Please see below for information on how customer issues are prioritized.

Programming Services – For very complex problems or issues requiring a programmer's skills, such as programming issues, software problems, or special types of solutions, the issue may be escalated up to a programmer who will work with the support technician and may also work directly with you to resolve the problem.



Support Call Types: Call Priority during regular hours :

1) EMERGENCY support calls: If you have an emergency and your software is not functioning or your systems are completely down, your call is placed at the top of the support queue. If we cannot talk to you while you are on the phone, a technician will call back within 15 minutes, or as quickly as possible. We target an immediate callback, but sometimes other customer calls need to be politely ended to enable a tech to take your emergency call.

2) TECH ON-SITE support calls: Normally we expect to be informed in advance when you have scheduled a 3rd party tech to be at your location when support services are needed. This enables us to schedule our technician in advance to be able to assist the on-site tech. Please call Customer Service Assurance when you plan to have a tech on site. We prefer 5 days lead time for these types of appointments.

3) URGENT support calls: If you are able to perform a sales transaction, but you have an urgent issue that is having a serious affect on your business, we will attempt to get back to you within 1 business hour. We always attempt to call back as quickly as possible for urgent calls.

4) NORMAL support calls: Normal support calls are handled on a first come first serve basis. These typically consist of less urgent software questions or issues that do not need to be addressed immediately. These types of issues and questions normally could wait a few days for resolution without any serious impact on your business.