FabSoft’s Support Resources
FabSoft’s success has always been acknowledged for our outstanding customer service and product support. We have highly trained engineers who are knowledgeable at finding the problem, accessing the problem, and providing additional solutions to ensure that the user experience is as friendly as possible. Below are some of the support options that are available to help you get started on submitting a support incident to our Professional Services department.
Our free Support Forum is where you can post an issue and members of FabSoft’s Support and engineering Team will respond promptly. You can also browse through the forum and see if any previous postings contain helpful information. The more detail you provide us in your question or issue, the more efficiently we will be able to help you.
Support request starts by submitting a ticket, after reviewed it will be assigned to a FabSoft engineer. You must have a yearly support agreement with FabSoft to use this service.
Professional service offer technical assistance directly from a FabSoft engineer for new or existing FabSoft installations and workflows. This service will allow you to call in and schedule an engineer to assist you during business hours. Our engineers will use remote control software to help you with your FabSoft solution. Assistance is given on a best effort basis and FabSoft cannot guarantee that every request will be resolved. If you do not use up the block of hours FabSoft will refund the difference or keep the hours on account for future support.
Request A Scope Of Work (SOW)
Scope of Work (SOW) requests are generally for new implementations or performing significant changes to a workflow (over 15 hours of work). A representative from FabSoft will work with you to clearly define the desired workflow and collect data samples. A FabSoft engineer will review the request and then create a Scope of Work. The SOW will outline your expectations and provide you with the list of required software components along with a price for our Professional Service team to turn-key the implementation. We guarantee the work in the SOW.