Frequently Asked Questions (F.A.Q.)

When is tech support available?
CCS has Support available 24 hours a day, 7 days a week. No extra charges for nights or weekends.

Can you access our computers remotely?
Yes. In fact we require all customers provide us either DSL or modem access. We have communication software to access your machine within seconds of your call.

How do you charge for tech support?
When you call us, we charge you by the hour for the call, billed to the closest tenth of an hour increment. There is a six minute minimum charge for any support call. Whether you call for a tech support question, training, a quick programming modification, an operating system change, or whatever, the hourly rate is the same. If the call requires us to do some research and call you back, you will be charged for the time of the call plus any extra work we do.

Do I pay by credit card when I call for assistance?
No. Just call and identify yourself. When the call is complete we will note the time. Every two weeks we will send you an invoice for any support calls you have made.

Are there any extra charges for nights or weekends?
Nope. The same hourly rate applies any day, any time.

Do you offer a flat monthly, quarterly or annual contract?
Sorry. There are no monthly or annual contracts for tech support or maintenance. If you dont need us, you dont pay. (The Open Systems software manuals are very good). If you do call us, you pay for exactly how much support you needed.

How can I keep support charges to a minimum?

Do the following:

1. If it is a "How do I ..." question, make sure you've read the manual first. Many calls are unnecessary because the answer is either in your manual or available from the Help function (usually F1). If you cant locate an acceptable answer in the documentation, by all means call us.
2. If there is an error message involved, make sure if you have written it down EXACTLY as it appeared on the screen. If possible, call while it is still showing. Be prepared to describe the last several things you did before there was a problem. For instance, what function had you just done (Time card entry); what customer had you just entered.
3. Know what operating system you are running. (eg, Windows 2000, Windows XP, etc).
4. Make sure PCAnywhere is available and running (if you are Windows). If you are Unix this is unnecessary.
5. If report output is involved, fax us a sample page first, and note the problem on the sheet.
6. Invest in training from CCS. A little up-front training will eliminate many support calls over the years.
7. Cross-train personnel within your department or company. Have senior people train down the line.

Can you help us onsite?
Sure if you prefer, but it is seldom necessary. 99% of all calls we usually can resolve without coming to your location. The hourly rate is the same if you request us to personally come to your location, but we will have to charge you extra for drive time.

Who Do I call when I have a problem?
Click here to access our Who To Call for What List. We recommend you print it out and keep it handy.