Support
We Provide World-Class Support—But We Don't Want To Be Your Best Friend
Amazing Technical Support
Our crack team of support specialists is there when you need us. We offer Standard
telephone support (with a 2-hour guaranteed call-back time) during normal business
hours, and Emergency support 24x7x365. If you've got an auditor coming in the day
after Christmas, and you need help on Christmas day, we will be there for you.
Remote Link
Our amazing Remote Link support system lets us connect directly to your computer
if you have high-speed internet. You can sit back while we fix the problem
as you watch. This lets us make a diagnosis and implement a resolution in a fraction
of the time normal phone support requires, getting you back on track in a hurry.
Self-Help Tools
You also have access to a wide variety of free self-help support tools at our website.
You can view Frequently Asked Questions, visit our discussion groups for current
users, search our knowledge base, view on-line help and demonstrations and more. For
a detailed preview, feel free to visit our Support area.
Why Support is a Bad Thing
When you consider that over half our customers come from word-of-mouth
refferals, you can rest assured that we take fantastic care of
our customers.
However, our technicians really don't want to know you by the sound of your voice.
The truth is, when you need support it almost always indicates something negative
is happening. Either a feature is confusing, something's broken, or a technical
problem beyond the abilities of the average person has arisen.
That's why our company President refuses to run our support division as a profit
center. Instead, our product teams get bonuses when customers don't need
help.
And that, in turn, is why RapidLog comes with training videos, why we have lots of free
self-help tools at our website, and why we're constantly improving the product itself
to minimize confusion and downtime.
Despite our best efforts, there are enough variables in the computer world that you'll
probably need a hand once in a great while. When those occassions do arise, we are there
for you with fast, friendly, accurate technical help.
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Customer Quotes
“A huge benefit to us has been the amazing people behind the RapidLog product. Even now,
years after installation, they always go the extra mile to help us get every last benefit
from the software.”—P.F., Con-Way Central
“Even though we’re a little company, the RapidLog staff treats us like we’re one of
the big outfits; they really take care of their
customers.”—B.E., Jetway Carriers, Inc.
“I only wish that our other software vendors had the same philosophy of outstanding
customer service demonstrated by RapidLog.”—L.P., ATL, Inc.
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