In every call we have with you we will do our best to ensure that you receive the complete assistance you require. Normally this can be done within about 15 minutes. When you call with a problem or a question, we will not only answer your questions, we will also help you locate extensive written sources of information such as our online documentation. These materials help us to provide a high level of service to all our clients.
We ask you to recognize that it is unfair to our other customers to ask a technical support representative to stay on the line and wait while you read these materials or follow recommended procedures. If a call looks like it may take longer than 15 minutes to complete we may have to ask you to schedule a time for a call back.
Our technical support representatives will clearly identify with you each time you raise an incident, when it is closed, and how many you have left. If you have any questions about your incidents, just ask them.
Of course, if you buy an annual plan, you don’t need to worry about incidents, since you are entitled to an unlimited number.
The address for this service is firstname.lastname@example.org
To be fair to all customers we must limit such calls to approximately 10 minutes to ensure that we are able to remain responsive to all our customers. If the topic is complicated and requires knowledge of third party software (e.g. accounting links) we will suggest alternatives such as contacting one of our certified consultants who have the expertise to provide this service and who can schedule the time necessary to cover the topic properly.
If you have concerns that an agent is going over the same ground as the previous agent simply bring it to his attention. The agent can then follow an alternative course of action or check with the first agent or his Team Leader to ensure you are provided with the best possible service.
Please note that response times are not guaranteed for weekend service. If you are planning an activity for which you anticipate needing weekend service we strongly encourage you to call us in advance. We are happy to arrange fixed times for such calls.
If you are seeking assistance from a systems integrator, we highly recommend that you choose one who has been certified by Gavel & Gown for working with Amicus software products.
For a list of Amicus Certified Consultants, please visit the Find a Local Consultant webpage or contact our Sales Department at 800-472-2289 / 416-977-6633.
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