At FrontRunner Professional we take our support policies seriously and when a customer is in need of help, we focus on their needs until a solution is found. With our funeral home background, we treat all Emergency Support requests with the same attention as our customers do when a family calls in their time of need!
Our approach to support is different from many companies. At FrontRunner Professional we have chosen not to charge an "annual" support fee, instead we charge on a per incident basis depending on the level of support that you require. Our reason for this is simple... We know that many of our customers don't contact FrontRunner Professional that often and charging them an annual support fee wouldn't be right. So we have decided on the ‘per incident’ approach and it has worked very well for both the customer and FrontRunner Professional.
Methods of obtaining support:
All support requests are initiated by clicking on the ‘Help Desk’ tab located in the top right of the interface. Once you click on the tab, a drop down will appear with these options available to you:
Problem Report ($Free)
Use this option if you are experiencing any technical problems that may have produced an error code within the IMS. To help better guide our support team, please include as much information as possible.
Please note: A regular support fee may be applied if this report is not in fact a problem report.General Email Support Request
($35.00 per incident / Response Time: 48 hours)
At anytime, if you are having any trouble with your system, you can request an email support request. Once a request has been submitted it will be entered into our support ticket system. All general email support requests will be responded to within 48 hours of receipt. All responses will be provided through email format.
Emergency Support Request
($65.00 per incident / Response Time: 3-5 minutes)
Any issue (whether deemed a problem with the software or customer error) reported through our emergency support system will be charged a $65.00 fee. The emergency support system is intended for issues that require immediate response anytime of the day. Our emergency support team is available 24 hours a day / 7 days a week, including holidays!
What qualifies as an Emergency Support call?
A customer which requests a phone call back when submitting their request, whether it be a general question about our software or related to an issue that they are having with the software, is deemed an emergency support call and will have the applicable fee's deducted from their memorial candle account within their IMS immediately. If a customer calls our offices and requests to speak to a member of the support team regarding an issue, they will be charged for an emergency support request. The reason for this is simple… FrontRunner Professional runs their team 24 hours a day / 7 days a week and whether your request is during regular business hours or in the evening you will receive a call back. It also means that the support team is stopping all work they are doing to focus on your needs. That comes at a higher cost to both the funeral home and FrontRunner Professional.
Online Help Manual ($Free)
The Online Help Manual is available at any time. It is very comprehensive in nature and covers all features of the IMS. It is being expanded daily and is searchable for you to quickly find your answers. You will find viewlets to help guide you through different areas of the IMS. There is a FAQ page to help you with any questions you may be having about the system.
New! - Demonstration Viewlets ($Free)
Our newest addition to the Help Desk is our viewlets. These can be viewed at anytime to show you how to complete a specific task. If you don't see a viewlet that you need, please feel free to email our suggestions box to request a viewlet. We are expanding this offering weekly as new viewlets become available. The viewlets will be a great way to train new staff on the IMS or WebSystem.
Coming Soon! - User Forums ($Free)
FrontRunner Professional will be introducing a user forum that provides our customers with a message board to ask their questions regarding the system. These questions may be then answered by our other customers / IMS users. Perhaps you will see a question in the forum that you can answer for another funeral professional!
If you can't access your administration area, you can email support directly to request their help. Please remember that you will be subject to a $35.00 fee.