Hours of Operation:
Our business hours are Monday through Friday, 8:00 AM to 5:00 PM Eastern time (UTC-4 or UTC-5 depending on Daylight Savings Time).
- Extended support hours (8:00 AM to 8:00 PM) are available for Customer Success Plan subscribers.
Within Scope
Support is intended to resolve issues experienced with the installation, operation, and maintenance of V6 and Dealer software. Examples of common topics within the scope of Support are:
- Error message troubleshooting
- Providing functional documentation
- Software installation assistance
- Software license troubleshooting
- Minor product/catalog setup and configuration questions
- Bug reports
- Software feature requests/suggestions
Outside of Scope
The following items are outside the scope of Support:
- Billing/Collections questions - please enter a ticket for billing support: https://billing.support.cyncly.com/hc/requests/new
- To follow up on existing tickets, please contact billing.support@cyncly.com or creditcontrol@cyncly.com
- Local IT issues involving hardware, networking, and server infrastructure
- Issues with any non-Soft Tech software including, but not limited to, accounting software (Sage, QuickBooks), operating systems, antivirus software, or machine software (Elumatec, Emmegi, Haffner)
Outside of Scope - Project
The following are examples of common topics that are outside the scope of Support, but can be addressed through a Professional Services or Development project (for these, contact your account manager):
- Server setup, upgrades, and migrations
- Including recovery assistance for ransomware/malware, database corruption, or other data loss
- Recommendations for server and infrastructure setup/requirements
- New product/catalog setup
- Training sessions
- Report development, customizations, and changes to existing custom reports
- Including database queries to retrieve data similar to a report
- New module setup
- System performance/speed issues