Support

Any issues that arise while using SnapClose are handled through our multi-tiered support process. This process includes both our On-Call Help Desk, as well as Remote Assistance.

On-Call Help Desk

Support may be contacted by phone 1-877-4-SNAPCLOSE (1-877-476-2725), press 2 for support or email support@snapclose.com. Callers speak directly to a qualified Technical Support Engineer with experience in both the technical and application aspects of the SnapClose platform.

There are no charges for help with setup or implementation assistance, installing upgrades or adding users.

Remote Desktop Assistance

Remote Desktop Assistance is the method we use for troubleshooting software related problems via a remote desktop connection.

• Trained SnapClose Technicians use specialized software that allows them to access our client’s desktop via the Internet
• With our client’s permission, our technicians “take control” of your mouse and keyboard inputs, transfer diagnostic and repair applications to the desktop, run scans, install antivirus programs, etc. This enables quick detection of problems and provides a speedy resolution.

On-Line Support Center

Our On-Line Support Center is filled with helpful material to further enhance your SnapClose experience. We are available on-line for our clients at no charge, 24/7/365, by accessing our Client Portal.

Included are:

• Instructional Video Tutorials covering a wide range of topics
• SnapClose FAQ’s
• SnapClose Bulletin

Training. The Difference Between Good and Excellent.

Users of SnapClose products pay a simple monthly service fee that entitles them to all updates and enhancements to the systems, as well as unlimited support. Support may be contacted by phone or email. Callers will speak to a qualified Technical Support Engineer who has experience in both the technical and application aspects of the SnapClose platform. There is no charge for installation or implementation assistance, upgrades or additional users.

Remote Assistance

When experiencing problems, users often find that it is difficult to describe the situation. To solve this problem, the Technical Support Engineer may suggest remote assistance. To enable this, both parties login to a single Internet support site. Here the Technical Support Engineer can view the user’s computer desktop and SnapClose software. With the user’s permission, the engineer may “take control” of the user’s desktop, providing quick detection of the problem and resulting in a quick resolution. Minimizing downtime.

Contact Support

To contact Support, please call 1-877-4-SNAPCLOSE (1-877-476-2725), 9am – 5pm (EST), or email support@snapclose.com

Support Manager: Jeffrey Banas

Ongoing Webinars

Regularly scheduled training sessions are provided at no cost to our clients. These webinars enable our clients to learn from anywhere.

• Webinar sessions cover a variety of topics and are designed to help users learn about the features of SnapClose
• Webinar participants actively engage with our instructors by using the chat function and are able to ask any questions they may have
• At the conclusion of the webinar, a recording is emailed to all users that had registered for the webinar.

Web-Based Training

Tailored Wed-Based Training opportunities are also available to our SnapClose clients.

• Our team will work with you to develop a program that will address both general topics, as well as areas of interest or necessity to you and your business
• Scheduling is flexible, based upon client need and availability

On-Site Instruction

On-site instruction can also be provided with each new implementation of a SnapClose system.

Tutorials

Online tutorials are provided with each SnapClose installation.
These tutorials lead the user through a specific part of the application — showing exactly how to perform a particular operation.