Support Hours and Details
Our regular hours are M-F 8:00 a.m. to 5:00 p.m. EST, excluding national holidays. All normal support and maintenence is conducted during these hours. In event of a systems failure or other severe problems CISS does provide immediate attention after hours and on weekends if neccesary.
Support can be provided over the phone, via email, and through remote desktop or remote assistence using various software packages.
A need for on-demand support (additions to the system, hardware support, consultations, and needs outside of normal support parameters) can affect your support and maintenance fee. Any additional work/support charges require client approval prior to the work being started. Customizations made after the original invoice will be incorporated in the following year’s maintenance invoice.
If you have any questions, concerns, or need clarifications please Contact Us. CISS accepts VISA, American Express, and MasterCard for support calls and other services.
Plans vs. On Demand
Our maintenance fee is either $1125 per year or 15% of the license fee; whichever is greater. CISS will tailor a custom support plan to meet your exact needs if necessary. If you elect not to pay this maintenance fee and require our support, we charge an hourly rate with a one-hour minimum per incident.