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How to Effectively Use HCSS Support to Get the Most Out of Our Software

April 30, 2014

HCSSTechSupportWhen is the best time to call HCSS support? The minute you run into an obstacle.  

If you’ve spent 10 minutes on a problem and can’t figure it out, stop what you’re doing and call our support team. HCSS has legendary support for one simple reason; we love what we do and we’re here to help, 365/24/7. Yes, every second of the year.

“HCSS is the only company in 2013 which answered every one of my support calls on the first call,” said Jeff Roginsky, Division Vice President of C.W. Matthews Contracting Co Inc. “I have never met anyone that did not rave about HCSS’s support.”

How do we do it?

Our support department is staffed in Sugar Land, Texas, and during regular business hours we can have up to 20 people on the front line taking support calls.   We work at our campus from 6:00 AM to 6:00 PM CST Monday through Friday.  

For support calls after hours, we handle things a little differently.  Each night there is a different support technician that takes support calls from home on a cell phone.  That technician will take calls from 6:00PM to 6:00AM CST Monday through Friday and all day on Saturday and Sunday.  If you call after hours and have to leave a message, it is because the technician is on another call. Leave a message and the technician will call you right back.  You can also email us any time at support@hcss.com and we will get your issue taken care of.

What we need from you

When you call in for support, there are a few things we are looking for from you to help you with your issue. These items are:

  1. Company you are calling from
  2. Your name
  3. The product you are calling about
  4. The product version (2012.1, 2013.0, etc.) you are currently running
  5. The issue you are experiencing
  6. The steps performed that caused the reason for your call

This information is very important to us so that we can have all the information we need to correctly diagnose and help you with the issue you are experiencing.   We also have the ability to do secure remote connections to solve issues.

How to contact us

If you need to contact us, you can reach us Monday – Friday at 800-444-3196 (6:00AM-6:00PM CST) or support@hcss.com.  

If you need us after hours, you can find our after-hours number on your support card and support stickers.  To receive HCSS support cards and stickers by mail, email us at info@hcss.com. We’ve also made a note card sized tip sheet to print and keep in your wallet. It has all the details you’ll need to give us when you call support. And stayed tuned for upcoming YouTube support videos and tips.

So next time you’re stuck on something, what are you waiting for? We’re here to help.

 

Download the HCSS Support Tip Card

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