At Wizard Software, we develop intuitive solutions that enable our clients to do their job more efficiently.
But we build more than just software. We build relationships with people.
We're dedicated to providing an unsurpassed level of attention and support for you and your staff—today, tomorrow, and in the years to come. We do this by:
- Maintaining a staff of responsive, knowledgeable, and friendly professionals who can answer your questions and get you the information you need.
- Putting you on a first-name basis with your project manager and their team.
- Getting system changes and reports faster and more efficiently than you ever dreamed possible.
Software maintenance is essentially ‘technical insurance,' and it's required for at least the first year of deployment for on-premise systems. Maintenance benefits and services are automatically included in monthly fees for SaaS/hosted systems. Maintenance is typically billed annually and starts at the completion of end-user training, or when the software begins to be used in production.
Maintenance includes help desk technical support, which is available Monday thru Friday 8AM - 6PM Central time. Help desk support is available to end users and system administrators who have completed a Wizard Software training class. Support includes assistance and troubleshooting with questions and reported issues related to logging into and using your Wizard Software solution.
Support requests are logged and remain open in our support queue until the issue has been resolved. Requests are routed to the appropriate Wizard Software personnel required for resolution (such as project manager, project engineer, or IT staff). All Wizard Software staff are located in the United States.
To provide efficient support, customers must often allow remote access via our live support portal powered by Bomgar. If remote access is blocked or not allowed, response time targets may be increased.