Support
Symmetrical Solutions’ support team is one of the best in the industry. We offer superior technical support; however, in addition to being able to assist clients with the resolution of technical issues, our team’s vast knowledge of the operations within the non-profit member-driven market will also help your staff members avoid potential future problems, as their all-around knowledge about not only software, but also our clients’ business operations is second to none.
- Support requests are accepted via our website support page, e-mail, fax, or phone.
- We ensure responsiveness to and closure for all support requests.
- Our support specialists will respond to your support requests within one (1) hour of receipt.
- Support is available Monday through Friday based upon each organization’s normal hours of operation, except for blackout dates which will be communicated to clients in advance.
- Additional evening and weekend support is available 24 hours a day, 7 days a week at an additional support fee (unless included in client support agreement), except for blackout dates which will be communicated to clients in advance.
- Anticipated support response time outside of normal hours of operation is three (3) hours.
- Support specialists maintain an incident reporting log which tracks history of support requests for each client organization.