4 HORSEMEN SOLUTIONS™ PRODUCT SUPPORT

Our Support Services

 

In addition to the robust knowledge base of articles and information linked internally to the SQL Assure® Enterprise Solution, we also offer comprehensive support services to those who purchase the software and other products from 4 Horsemen Solutions™.

 

Our software support services assist existing customers with license renewals, software product questions, reinstallation, troubleshooting, customization requests, or any software related questions. We offer support via phone, support ticket system, and remote assistance using Remote Desktop and a Virtual Private Network where available. We also provide planned or emergency onsite assistance for an additional fee. Our Support Desk is committed to providing timely service and accountability to our customers.

 

Service Availability

 

Our software support is available to all existing customers.

 

To ensure the quickest response to your support needs, please send your support requests via our support ticket system. Support requests are monitored from 9:00 am to 5:00 pm EST, Monday through Friday. Your issues will be assigned a unique incident number and you will be sent a confirmation email. Inside your confirmation email, you will find a link to the support portal to view the progress on your issue as it is managed. Support ticket requests received outside of office hours will be collected; however, no action can be guaranteed until the next working day.

 

For Telephone Support, please call 1-800-429-5260 ext.6 between the hours of 9:00 am to 5:00 pm EST, Monday through Friday. Calls received outside of office hours will be forwarded to a mobile phone and best efforts will be made to answer/action the call. There will also be a backup answer phone service available during off-hours.

 

Response Time/Priority

 

Our software support services will respond to service-related incidents and/or requests submitted by the customer within the following timeframes:

 

• 0-8 hours (during business hours) for issues classified as High priority. High priority cases occur when the software is 100% down or inoperable.

 

• Within 48 hours for issues classified as Medium priority. Medium priority cases include those software issues that have the potential to impact performance if not addressed appropriately.

 

• Within 5 working days for issues classified as Low priority. Low priority cases include issues that are addressed but have the potential to be impactful in the future.

 

Remote assistance will be provided in-line with the above timeframes, dependent upon the priority of the support request.

 

 

We’re Here to Help!

 

For support questions, demonstrations, or needs by potential or interested customers, please contact 4 Horsemen Solutions™ at 1-800-429-5260.

Submit a Product Support Ticket

The SQL Assure® Enterprise Solution

The Assure™ Dashboard Designer

The Assure™ Dashboard Viewer