Captools Company provides telephone support to named support callers on current "Pro" and "Enterprise" licenses. All licensees are granted one named support caller; additional callers can be designated subject to a licensing surcharge. In addition, any declared users on the license may e-mail support requests to our support staff, at support@captools.com subject to the expectation of response being provided will be on a higher priority basis to named support callers.
In order to support an authorized caller, our support staff may request that you establish a "remote host" link to your computer, via the remote host command that appears on both the Captools/net Server Control Panel and Captools/net Desktop:
The remote host is implemented using a secure https communication protocol. Your staff may additionally, optionally specify that sensitive "private" client information (e.g. SS#, Names, etc.) be obscured during the remote session as an additional precaution. Since the remote host tool is essential to our being able to efficiently provide support we require that licensees have broadband internet connectivity and be able to connect with the remote host tool.
Overseas Users - With the availability of Voice over internet Protocol (VOIP) telephone calling, the cost of calling for support is no longer a significant barrier for users outside of the United States. We will gladly assist you and in some cases can make provision for support somewhat outside of our normal hours to in order to deal with the time zone differences. We have the ability to support "Skype" to "Skype" calls and "chat" sessions, but request that users wanting this service to advise us in advance by email or other means to ensure we have it activated when they call.
Summer Schedule - Captools Co. sales and support maintains a summer schedule during which we are closed on some Fridays in addition to the usual U.S. holidays. The exact dates will be posted here for 2008 in the spring of 2008.