IMPORTANT NOTICE: We want to continue providing on-line support but we need your help in order to do that. We now have well over 30,000 customers so we receive an avalanche of email every day. Most of the time, it's a suggestion or just a question about how to accomplish something, or perhaps someone is having a minor problem and wants some advice. We welcome your input and we want to assist with any problems or questions, but here are some tips that will help us help you:
1) On-line support is for quick questions/answers, comments, and suggestions. Because of the volume of email we receive, it's not possible for us to answer questions that require discussion. For those types of issues, you need to call our user support line. We can generally accomplish more in a three minute phone call than we can in an hour's worth of messages. If you are unable to contact us during regular hours we do occasionally offer support after standard office hours on an appointment basis.
2) If you have a question about how to use one of the program features, try clicking the "Help" button on the associated dialog. If that doesn't help, please read that section of the Users Manual. Third, try the FAQs (Frequently Asked Questions) page on this web site. If after doing this you still need assistance, then contact us.
3) If you hit an error, compare the version number on your "Help/About" dialog to the version number of the latest program update. If there's a newer update, please download and install it--you may have encountered a problem that's already been fixed.
4) It that doesn't solve the problem, please submit a Technical Support Request. We'll need to know specifically what you were doing, at what point you encountered the problem, and what the error message, if any, said.
5) If your message is a follow-up to a previous message, please attach that message so that we know the context. Your messages are not always answered by the same person but even when they are, that person is not likely to remember exactly what was said in previous messages.
6) Please do not send screen shots or other attachments unless requested. We receive several hundred messages every day with virus attachments, so most messages with attachments are deleted without being reviewed.
7) If you have a program enhancement suggestion, please submit that on our Comments form.
Our user support has always been the best in the Scouting software business. Thank you for helping us keep it that way.
