When you select Four Rivers Software (FRSoft), you are assured you’ll never have to go it alone. Everyone needs a helping hand from time-to-time and we know just how crucial your maintenance management system is to your success. With Four Rivers, you will always have trained support professionals with industry, product, and technical expertise available to answer your questions and resolve any issue, quickly and efficiently.
When a time critical technical problem occurs, our support professionals are on the line in an average of less than three (3) minutes. If requested, our support team can remotely connect to your system and diagnose the situation – saving you valuable time and effort. All support issues are tracked in our issue system, guaranteeing you the highest level of satisfaction, and available to you 24x7 via our CCC. FRSoft takes issue tracking one step further and has various measurements in place ensuring that your issue is resolved in a timely manner.
One area that we believe sets us apart from our competition is our escalation process. The Support Services group has the commitment and support of our Executive Management and Development team. If a customer issue requires their assistance, they are there to help. Everyday, each department, including senior level management, attend a brief meeting to review the status of each escalated account. This ensures all the necessary resources are brought together to resolve issues in an effective manner. We eliminate the red tape that many of our competitors must fight through.
The
CCC
is at your disposal 24 hours a day seven days a week should you have a simple question or need a little advice. Now in its third generation it provides you with…
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Searchable Knowledge Base
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FAQs
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Enter Support issue online
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Tutorial Center
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Live Chat
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TMS® Software Downloads
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eTech Alerts Library
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FTP Site - for instructions to access our FTP site, click here.
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Custom Alert Design Form
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Helpful Software Downloads
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Asset Import Template
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View Support History
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FRSoft Listens
Software Updates:
As part of the standard software support agreement, customers receive all product updates, even version upgrades – new and improved products – for free. Four Rivers generally ships at least one major upgrade release each year.
Support Hours:
Unlike some other vendors, FRSoft doesn’t make you pay more for the support level you anticipate with gold and platinum-type offerings. Our standard support is premiere.
Unlimited toll-free and live Chat support services are available 8:00 AM to 8:00 PM EST, Monday through Friday, excluding national holidays. EMERGENCY Telephone Support is available for after-hour support, excluding national holidays.