Comprehensive Support Services
At 4 Horsemen Solutions®, we are dedicated to providing exceptional support to our valued customers who have purchased our solutions and services. In addition to our extensive knowledge base of articles and internal resources, we offer a range of comprehensive support services to ensure a seamless experience with our software.
Our team of experts is ready to assist you with various aspects of our software, including license renewals, product inquiries, reinstallation, troubleshooting, customization requests, and any other software-related questions you may have. We provide support through multiple channels, including phone, a support ticket system, and remote assistance utilizing Remote Desktop and Virtual Private Network technologies where available. For those in need of on-site assistance, we also offer planned or emergency visits for an additional fee. Rest assured, our Support Desk is committed to delivering timely service and being accountable to our customers.
Service Availability
Our software support services are available to all existing customers, ensuring that you have access to the help you need when you need it.
To receive the quickest response to your support requests, we encourage you to utilize our support ticket system. Our dedicated team monitors support requests from Monday to Friday, between 9:00 am and 5:00 pm EST. Each request will be assigned a unique incident number, and you will receive a confirmation email with a link to our support portal. This portal allows you to track the progress of your issue as our team manages it. Although support ticket requests received outside of office hours will be collected, please note that actions cannot be guaranteed until the next working day.
If you prefer telephone support, you can reach us at 1-800-429-5260 ext.6 during our office hours, Monday to Friday, from 9:00 am to 5:00 pm EST. For calls received outside of these hours, they will be forwarded to a mobile phone, and our team will make every effort to answer and address the call. Additionally, we provide a backup answering service during off-hours for your convenience.
Response Time/Priority
Our software support services are designed to promptly address service-related incidents and requests submitted by our customers. We prioritize our response based on the severity and impact of the issue at hand. Here are our response timeframes:
• High Priority: Issues classified as High priority, such as complete software downtime or inoperability, will receive a response within 0-8 hours during business hours.
• Medium Priority: Issues classified as Medium priority, which have the potential to impact performance if not addressed appropriately, will be addressed within 48 hours.
• Low Priority: For issues classified as Low priority, which may not be critical at the moment but have future impact potential, we strive to respond within 5 working days.
Remote assistance will be provided in accordance with the above timeframes, depending on the priority assigned to the support request.
We’re Here to Help!
For potential or interested customers seeking support, demonstrations, or general inquiries, please don’t hesitate to contact 4 Horsemen Solutions® at 1-1-800-429-5260 ext.6. Our dedicated team is ready to assist you and provide the guidance you need to make the most of our products and services.
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