Customer Support
Welcome to our customer support portal. Select one of the items below - or if you would like to speak with someone on our customer support team, please call 800.596.2820. We'd love to hear from you!
Frequently Asked Questions
Q: How do I contact support?
A: There are a few ways to reach us. TeamSupport has an embedded support link within the application. Just click the support button located in the upper right corner and you will be taken to our portal where you can submit a ticket. You can send an email to support@teamsupport.com, or you can call us at 800.596.2820.
Q: Can we download our data should we decide to cancel our TeamSupport subscription?
A: Of course! You can export your data at any time, or just give us a call and we will export it for you.
Q: Can I attach supporting documents (like screen shots, logs, diagrams) to a ticket?
A: Yes. You and your customers (via the portal) can attach as many items as you need to each ticket. You may also attach supporting documents to your customer records as well. In addition, our email-to-TeamSupport feature will attach files in the email to tickets as well.
Q: Is it easy to add additional users?
A: Yes. The account administrator can add new users with a few simple mouse clicks.
Q: Is there a limit to the number of users I can have?
A: No. You can create as many users as you like.
Q: Is it difficult to cancel my subscription?
A: No. The account administrator can cancel the subscription at anytime with no hassle.
Q: Can I purchase TeamSupport to run on my own servers?
A: No. TeamSupport is only licensed as a SaaS solution.
Q: What is SaaS?
A: Software as a Service (SaaS) is a model of software deployment in which an application is hosted as a service and provided to customers across the internet. By eliminating the need to install and run the application on the customers own computer, SaaS alleviates the customers burden of software maintenance, ongoing operation and support. Using SaaS also means that you do not have to incur a large capital cost to purchase the software. Just simply pay on a per-month or contract basis for what you need.
Q: Is my data secured?
A: Yes! TeamSupport is hosted at a Tier 4 secure data center. All data is backed up, runs on fault resilient hardware, and the building is staffed with security around the clock. In addition, your interaction with TeamSupport is encrypted and SSL secure
Q: Is the site secured with SSL?
A: Yes. You will notice when you log into the site, your browser will display an SSL connection.
Q: What forms of payment do you accept?
A: We typically bill by credit card (Visa, MasterCard or Amex), but we can arrange invoicing for customers if that fits your needs better.
Q: Is my credit card data secure?
A: Yes. Credit card data is encrypted for your security and is not released to any third party.
Q: How can I request a new feature?
A: Submit a ticket on our portal, give us a call or send us an email at anytime. We will log it into our instance of TeamSupport for our development team.
Q: Is there a fee for technical support?
A: Technical Support is Free of Charge. Submit a ticket on our portal, email us at support@teamsupport.com or call us at 800.596.2820.
Q: What browsers are supported?
A: We continuously test on Internet Explorer (7/8), Firefox (2/3) for PC and Mac, and Safari 3/4 for Mac. We recommend Firefox 3.
Q: How often is the site taken down for maintenance?
A: Scheduled maintenance is something that needs to occur from time to time but not very often. Our up time is 99.9%. Every account will be notified of this well in advance. Rest assured that any site maintenance will be conducted at off peak times.
Q: I have existing data and users I would like to import. Do you offer some sort of import feature?
A: Yes. One of the biggest challenges companies face when adopting new technologies is how to deal with existing data. Our service and development teams can convert data from your existing ticketing system so that you don't lose any history. We can make converting from a legacy ticketing system easy, painless, and quick! Professional service fees may apply. In addition, we offer an API which allows you to push and pull data to and from your TeamSupport account.
Q: Do you offer training?
A: Yes. Our professional services group can do web based on on-site training for you and your staff. Please contact your sales representative for pricing information.
Q: Do you have a customer portal?
A: Yes. We have two portals actually. A basic portal and an advanced portal. See the Customer Databas and Self Service page for more info.
Q: Can we embed our portal into our website?
A: Yes. TeamSupport makes this very easy to setup.
Q: Does TeamSupport integrate with email?
A: Yes. Each TeamSupport customer is assigned a unique email address so you can forward emails into TeamSupport. Additionally, when updates are made to a ticket, an email is generated to the person(s) that are assigned to the ticket. You can simply reply to this email notification which will insert your reply into the ticket.
Q: What are ticket and company subscriptions?
A: TeamSupport uses a push technology which will email a user when something changes to a ticket or a customer they have subscribed to. This is a very powerful feature which will save people a lot of time and keep those interested parties in the loop. A great example of this is a sales person. Should they have a special client they would like to keep close tabs on, the sales person can simply subscribe to the customer. When anything changes with this customer, the sales person is notified via email which will enable them to be proactive and avoid being blind sided. Anyone within your organization can subscribe to individual tickets or customers in general.
Q: Does TeamSupport integrate Source Control for the developers?
A: Yes. We integrate with SVN and Beanstalk currently. Information on SVN and Beanstalk can be found on our Integration page. If you are using a different version control system, let us know! We are always looking to expand our integration.
Q: Does TeamSupport offer an API?
A: Yes. Information about our API can be found on our Integration page and there is no additional cost to use it.
Q: TeamSupport is offered in four editions. Can I upgrade/downgrade?
A: Yes. Contact our team and we will change this for you. The process takes less than a minute.
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