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Support
Harvey Software feels customer service and support come
before anything else. When purchasing the right shipping software solution,
it is important to buy from a company that insures that your company
receives outstanding features, support and service. Every CPS
Powered product includes:
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Your CPS Powered shipping product installation file for fast
installation and setup from a single download.
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A Set Up Work Sheet for pre-installation planning.
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A step-by-step easy to follow Workstation Setup Guide for a
quick and trouble-free installation.
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Once you have your CPS Powered product installed you will
receive:
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All available carrier updates.
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All available product feature and enhancement updates for the
shipping product you have chosen to use
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Access to Harvey Software's On-Line Support web portal for
24/7 problem resolution and instructional materials.
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Efficient access to our Support staff by E-mail services.
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If you need even more help, we have products that include
phone and remote support, or you use our pay-as-needed options. You are never left
without the support option you need with CPS Powered products!. Our
comprehensive support options insure your company receives the exact
support needed to keep you shipping while enjoying all the savings and
profits of using an advanced shipping software solution Powered by CPS!
Simply the Best!
Supporting our products and services
is the most important thing we do!
Starting with your initial download e-mail for your CPS Powered
product, you receive
step-by-step worksheets and instructions on how to install and use our products and
services. Immediately after you install CPS you can access our 24 hour
member-only On-Line Support web site for interactive support and to receive useful
information to make sure you get the most out of your the product you
purchased. Our
On-Line Support site is your best resource to answer most questions 24/7.
If that does not get the job done, you will also find how to
use our fast and efficient e-mail support system at our On-Line Support web
site in addition to how to
access many other support options. Support questions by e-mail are handled during
our normal business hours in the order received. Most replies during
business days happen within 24 hours or less.
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What Our Clients Say About Our Customer Service:
"We have been using CPS for about 8 months now, and I
wanted to let you know what a great job your support department does.
They are always able to help us resolve whatever issue we run into, they get
back to us quickly and they are always so even keeled that it’s a pleasure
to work with them. I’m used to dealing with tech support departments
that are hard to reach, hard to get an answer from and/or difficult to deal
with, so I appreciate working with your people all the more."
"As far as I am concerned Harvey Software is the best
in customer service. Keep up the fine work." |
For convenience, access to the
On-Line Support web site is available by using the built-in Support
Options button found when selecting Support from the CPS Daily Entry menu bar. The
On-Line Support web site is available to all through the CPS Daily Entry interface
or the CPS On-Line Support selection found in the CPS for Windows program
folder for
registered users of CPS. There is no additional logon or user name and
password required for access to the On-Line Support site when done from a
computer with a CPS Powered product installed.
Included and $$ Extra Cost Support Options by
Product
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Included Option
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Extra Cost Option |
Want to know more?
(800)231-0296
(For other ways to contact us
click here)
Contact Us for a Free Shipping
Software Consultation Today!
Let us show you just how much we can help your business grow
while saving money as you ship and manage your business today!
Need More Help than is Included?
The amount of additional help included depends on the CPS
Powered product purchased. When you purchase CPSLogic, you receive
FREE training and setup support! In addition to
problem resolution, we include up to one (1) hour of on-line training and setup
help using our remote access service to ensure that you hit the ground running. CPSLogic can be a little more demanding and we want setting up CPSLogic to
be the easiest thing you do that day, as with all our products. All you do
is contact Harvey Software Technical Support by e-mail to schedule this during our normal business hours. Setup and training is done
by appointment only during off-peak support hours. For those using a
product other than CPSLogic, these additional help services can be purchased
individually as needed at a very affordable price.
"I really appreciate (your technician's) perseverance, patience and
positive attitude. Harvey's support team is the best I've worked with in the
past 4 years."
To schedule additional training and
setup services, just call Harvey Software’s Sales
department at 800-231-0296, or
send us an e-mail by
clicking here.
Initial Product Installation
For CPSLogic users, the purchase of a Harvey Software shipping product includes
implementation services. Implementation includes assistance with setting up CPSLogic
for the first time and is provided at no additional charge. Implementation does
not include connectivity and integration services; however if assistance with
connectivity and integration services are required, they can be purchased at an hourly rate and are
performed by appointment only. Implementations are performed by appointment only
under the items outlined on this page.
To schedule integration services, just call
the Harvey Software’s
Sales
department at 800-231-0296, or
send us an e-mail by
clicking here.
Product Reinstallation
After the initial implementation, if phone support or remote
assistance is needed
to reinstall a previously installed product (regardless if it is on the same
computer or on a new one), additional implementation hours may be purchased at an
hourly rate and are
performed by appointment only.
To schedule a product reinstallation
services, just call the Harvey Software’s Sales
department at 800-231-0296, or
send us an e-mail by
clicking here.
Carrier Negotiated Rates*
CPSLogic users that have carrier negotiated rates
are entitled to have these rates programmed one time per year at
no charge. Any additional carrier negotiated rate tables needed
after the initial rates have been set up may be purchased at a
standard rate. CPS Basics users must purchase carrier negotiated
rate programming, if desired.
To obtain carrier negotiated rates for
your CPS system, just call the Harvey Software’s Sales
department at 800-231-0296, or
send us an e-mail by
clicking here.
Training is Available Right at Your Computer!
There is no substitute for hands-on training to ensure the
success of automating a shipping department. With on-line training
for CPS Powered products, you can bring this success to your company, too. Whether
it's a brand new shipping system, adding a workstation to an enterprise system or
expanding a current system to meet new demands, Harvey Software's
training for shipping solutions gets shippers off to a fast start! If you need more than
the included training and
setup for the product you purchased, we have a solution for that, too,
and
at very reasonable prices.
We can schedule a low cost training or
setup session. All that is needed is a broadband Internet
connection, you web browser and telephone. The CPS training session
will be done right on your computer, using secure webcast
technology. This private training for your company will be both
instructional and "hands-on" as you work interactively with a
Harvey Software training specialist to learn what you want and
need to know about using your CPS Powered product.
The cost of these training and setup
sessions is very affordable. One or several can attend the
training session, all for one low price.
To schedule on-line training, just call the Harvey Software’s Sales
department at 800-231-0296, or
send us an e-mail by
clicking here.
Need Even More Complex Help or Solutions?
Thousands of customers have setup CPS Powered products on their own hardware
with no problems, and immediately start utilizing the power and benefits of
using CPS Powered products. Setting up a CPS Powered product is about as easy as setting up any
off-the-shelf software package by following our installation
procedures and documents, but you may need
something extra or even require a shipping industry specialist. For this reason, we offer many other ways to get
started, in addition to our standard solutions. To fill these needs, we have
established relations with a number of Business Partners throughout the US. Harvey Software Business Partners
are skilled experts that can
help you with the special solutions you need including hardware, special connectivity,
installation and on-site training.
To locate a
Harvey Software Business Partner click here...
"It has been a real pleasure dealing with you guys, the
software is excellent, and is saving me money, BUT your tech support is even
better, you sales guys owe them a pizza LOL They really are responsive and
helpful assisting me with my initial install and configuration. Let me tell
you it's the tech support that keeps the customers happy. Harvey CPS
was a great find, and I would recommend it to anyone who needs a good
shipping
program"
Phone and E-Mail Support Policy Overview
All support that involves our staff directly,
such as phone and e-mail support requests is available Monday through
Friday, 9:30 am through 4:00 pm, Eastern Time, excluding holidays. All
requests are handled in the order they are received.
Holidays
are found by clicking here...
Hours of Operation*
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Services Available |
9:30 AM - 2:00 PM
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Normal support
calls handled during this period. All initial training and system
setup calls are scheduled during this time. |
2:00 PM - 3:30 PM
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Completion
and/or rescheduling of calls placed between 9:30 AM and 2:00 PM. |
3:30 PM - 4:00 PM
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Coverage for end-of-day closeout
issues. |
4:00 PM - 6:00 PM
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Support calls by appointment
only. (Non-appointment Support calls
end at 4:00 PM.) |
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During National Carrier Rates and Services updates special hours apply.
Generally, during the initial week after a national update is issued support
only handles national update issues only. All other issues are done by
appointment as time allows. This is to insure all current shippers have
the best possible coverage at times when changes take place. This week
long policy also occurs on the weeks when new rates and services go into affect.
Actual hours and policies are announced at time of each rate and service update.
Special Note: Support lines are busiest at the end of the day for
closeout issues. The volume of support calls can change daily, and we will
respond to your call as quickly as possible. Please rest assured that if
you need to leave a voice message during business hours, every attempt will be
made to call you back that day. We take calls in the order they come in,
recorded voice messages included. The period between 3:30 pm and 4:00 pm EST, Monday through
Friday, is reserved for questions
regarding end of day issues for daily parcel processing. All other calls
will be scheduled in the order received for the next business day or by
appointment in advance. Shipping
software is not like other software in that the end of the day is a
critical period for shippers. New installation questions
and those related to changing current set ups should be reserved for between
9:30 am and 2:00 pm. If for some reason you need help in getting important
packages out the door on a given day, you will appreciate this schedule.
Technical support is only available for questions
or issues concerning CPS Powered products. Even though our web site covers solutions for
some non-supported products, we do this only as a customer service. If the
issue is not caused by our products, you will be directed to seek support from
the company that manufactured or supplied the product in question. We
cannot support products we do not sell. Harvey Software is not responsible
for the accuracy or validity of any statements, instructions or advice
concerning non-supported products found on this web site.
Want to know more?
(800)231-0296
(For other ways to contact us
click here)
Contact Us for a Free Shipping
Software Consultation Today!
Let us show you just how much we can help your business grow
while saving money as you ship and manage your business today!
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