Our goal is total customer satisfaction. This means accurate and timely answers to your questions.
This page is written to document our responsibilities and Service-Level Agreement (SLA) to our clients that have paid for support.
Treasury Software provides the same commitment to all of our clients as stated below. If your company is looking for a Support Agreement/Contract - please print this page.
Call our US-based support team at 866 226-5732, option #2.
Calling internationally? Call (804) 364-4725.
Submit a request for support at http://www.treasurysoftware.com/contact-us/index.aspx
Base support hours are daily 9:00 am through 5:00 pm US Central Standard Time zone. Days of operation: Monday - Friday, excluding US Federal and Bank Holidays.
Evening and Weekend hours are available via online support form with callback service.
Analysts are available 24x7 for Severity 1 situations (see below).
Our extensive online resources includes a knowledge base, white papers, FAQ's and full product documentation.
In addition, maintenance releases and service packs are also available via download.
Please locate your license ID and version number. Both can be obtained from the 'About' screen. From the main menu select 'Help', then 'About'.
The version of Windows you are running
Any information provided to you by the Treasury Software's built-in exception handling system ('Please re-perform your last command'). Please note the exact text of the message. If you receive a 'Please re-perform...', click 'cancel' and then take a screen shot of the documentation - or write it down. Also include all activity that you were performing at the time.
If the issue is new and that particular function has previously worked, please let us know what has changed on on your computer since then (examples: computer name, domain name, import format).
All issues are handled by an analyst who will work with you to identify - and in many cases - solve your reported issue at the initial time of the call (or electronic submission). If the problem is not resolved during the primary contact, the analyst will perform additional research or may escalate it to a specialist.
The following table displays the targets for initial follow-ups for issues with different severities.
|Severity Level||Condition||Initial Follow-up*||Target Resolution**|
Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work.
2 business hours
You experience a severe loss of service. Important features are unavailable, however, operations can continue in a restricted fashion.
4 business hours
1 business day
A system function may have failed, but there is moderate or less impact on operations.
1 business day
2 business day
A non-critical question, clarification, suggestion or request for new product enhancement. No impact on operations.
2 business days
5 business days
--Initial Follow-up * - The target time between the problem initially reported and contact by a specialist. This may include a resolution from the original analyst.
--Target Resolution ** - The target time for resolving an issue. Similar to the initial response time, this is a target, not a guarantee.
--Severe and High - For issues occurring nights and weekends, an electronic ticket will generate the fastest response.
Treasury Software will use commercially reasonable efforts to assist you to resolve problems in the use of our products. Treasury Software makes no guarantee that it can, or will, solve any problems with respect to the products, and further disclaims any warranties above and beyond any limited warranties expressly made by Treasury Software in the End User License Agreement (EULA).
Treasury Software shall be responsible for using all reasonable diligence to correct verifiable and reproducible errors. The Error Correction, when completed, may be provided in the form of Service Pack(s).
Answers to Questions
Treasury Software shall provide answers to reasonable and specific questions about the installation, setup, configuration, and use of Treasury Software products. The answer, when provided, may be provided in the form of a reference to sources of information where the answer can be found.
Telephone Hot-Line and Electronic Mail Messages
Treasury Software personnel will be available to you to report problems and seek assistance in use of the Software(s) during the hours noted above.
Updates or Service Pack(s)
Treasury Software from time to time, will issue updates of the Software, for Error Corrections, to their customers. Treasury Software shall provide you with an electronic copy of the update without additional charge. Treasury Software will provide reasonable assistance to help you install and operate each updated version.
Upgrades are considered software releases with additional features and functionality. Upgrades will be available for you to license separately from this agreement.
Treasury Software shall maintain a trained staff capable of rendering the services set forth in this Agreement.
Training On Demand
Treasury Software does not provide training through this Support Agreement, including the telephone hot-lines, email, fax, or postal mail. However, if you need remote training, it can be provided at an additional cost. The terms of training are covered under a separate agreement. Contact Treasury Software for information concerning these terms.
Prior versions of software
We do not post prior versions of software for download.
This is a corporate philosophy, in that we are constantly updating our software, and it doesn't provide anyone any benefit in distributing less than current software.
Free upgrade - If you are on a support agreement which contains free upgrades, we recommend performing a seamless upgrade to our current version.
If you are not on a support agreement which contains a free upgrade, please contact our sales department for a current client discount code.
Accounting and other support
Accounting support and other professional non-software related support are not covered.
On-site visits, consultation, or custom programming
On-site visits, consultation, or custom programming are not covered.
3900 Westerre Parkway
Richmond, VA 23233
All submissions answered same day*