BOSS Solutions has built a dedicated customer base by providing the strongest commitment to customer support in the industry. BOSS Solutions Support Services include, Software Updates, Forum which is our Support Portal, Help Desk accessed from the product, and Phone Support. BOSS Solutions continually enhances our products and add new features on a regular basis. We listen to our customers and try to incorporate customer suggestions in our product enhancements as we continue to evolve our solutions. BOSS has a dedicated support team to address customer issues and all support services are located at our corporate offices in Atlanta, GA.
While a customer is under a support agreement for our solutions they will be entitled to software updates. For our cloud solutions these will be applied automatically, and will be made available to our on-premise solutions. The update release notes and information will be published on the Forum.
Customers can request support in several ways, including clicking on the mail icon on the BOSS Product screen, which displays a form where the user can type the relevant information to create a support incident in our support system. Customers can also send an email to firstname.lastname@example.org with details of the request or issue and this will create a ticket in our system.
Customers can call the support line 888-813-5836 or 800 317 6639 to talk to a support professional. BOSS support services are staffed to provide full support during normal business hours. In the event the support team is on another call you will be given the option to leave a message which will be responded based on the severity of the issue reported.
Go to the BOSS Forum and submit a ticket with details of the request or the issue you are facing, which will get responded by the BOSS team or other Forum visitors. On the Forum you will also be able to view documentation, FAQs, discussions on information related to our products. The Forum is available to all customers including those who are not on support agreement with BOSS Solutions.
BOSS Support Services follow a multi-tier approach to problem resolution. This ensures timely response to customer inquiries. Tickets are acknowledged via an automated email, letting you know that a ticket has been recorded as well as the ticket number for tracking purposes. The Support Analyst determines priority based on established service Level guidelines and proceeds based on the severity of the issue. Once the issue has been resolved, release is coordinated with the customer. Customer surveys will be conducted periodically to ensure satisfaction and process improvement.