When is tech support available?
CCS has Support available 24 hours a day, 7 days a week. No extra charges for
nights or weekends.
Can you access our computers remotely?
Yes. In fact we require all customers provide us either DSL or modem access.
We have communication software to access your machine within seconds of your
How do you charge for tech support?
When you call us, we charge you by the hour for the call, billed to the
closest tenth of an hour increment. There is a six minute minimum charge for
any support call. Whether you call for a tech support question, training, a
quick programming modification, an operating system change, or whatever, the
hourly rate is the same. If the call requires us to do some research and call
you back, you will be charged for the time of the call plus any extra work we
Do I pay by credit card when I call for
No. Just call and identify yourself. When the call is complete we will note
the time. Every two weeks we will send you an invoice for any support calls
you have made.
Are there any extra charges for nights or
Nope. The same hourly rate applies any day, any time.
Do you offer a flat monthly, quarterly or
Sorry. There are no monthly or annual contracts for tech support or
maintenance. If you dont need us, you dont pay. (The Open Systems software
manuals are very good). If you do call us, you pay for exactly how much
support you needed.
How can I keep support charges to a
Do the following:
- If it is a "How
do I ..." question, make sure you've read the manual first. Many
calls are unnecessary because the answer is either in your manual or
available from the Help function (usually F1). If you cant locate an
acceptable answer in the documentation, by all means call us.
- If there is an error message
involved, make sure if you have written it down EXACTLY as it appeared
on the screen. If possible, call while it is still showing. Be prepared
to describe the last several things you did before there was a problem.
For instance, what function had you just done (Time card entry); what
customer had you just entered.
- Know what operating
system you are running. (eg, Windows 2000, Windows XP, etc).
- Make sure PCAnywhere
is available and running (if you are Windows). If you are Unix this is
- If report output is
involved, fax us a sample page first, and note the problem on the sheet.
- Invest in training
from CCS. A little up-front training will eliminate many support calls
over the years.
- Cross-train personnel within
your department or company. Have senior people train down the line.
Can you help us onsite?
Sure if you prefer, but it is seldom necessary. 99% of all calls we usually
can resolve without coming to your location. The hourly rate is the same if
you request us to personally come to your location, but we will have to
charge you extra for drive time.
Who Do I call when I have a problem?
Click here to access our Who To Call for What List. We
recommend you print it out and keep it handy.