Support Service Level Agreement

TOPS Customers are given the option of contracting TOPS for technical support. Our technical support team is located in our Clearwater, Florida office, and is available for customers during the following hours:

Monday - Friday:
9:00am - 8:00pm EST
Be advised that TOPS Support may be closed no more than
one (1) day per month for internal training and testing.

 
Contact Support at:
(800) 899-5689
support@topssoft.com

Following are the support services that you can count on, depending on the support plan your organization uses:

 

Searchable Support Knowledge Base

Submit & Vote on Product Improvement Ideas

 

Unlimited Email Support

Unlimited Call Back Ticketing

 

 ✓*

No Minimum Call Times/Overage Charges

Direct Phone Support (wait in queue)

x

x

 

Guaranteed First Response Time (phone)

x

x

45 minutes**

Semi-Annual Application Updates

 

 

Regular Program Hotfixes


 

Unlimited Online Training

 

 

24/7 access to pre-recorded classes

 

 

Customer Community Access

 

 

Online Access to User Manuals

 

 

Dedicated Account Manager

 

 

Supported Communities

1

Unlimited

Unlimited

 Monthly Fee
$109.95/month $149.95/month
$259.95/month
   $5
(+$25/month max)
 $3
(+$30/month max)
 Unlimited Users

     *Premium receives highest priority on call-backs
   **Applies to inbound calls only, except during peak time: Dec.15 - Mar.15

Scope of Work:

Technical support does not include manipulating your accounting books as part of the normal scope of work covered under this SLA. Accounting support is defined as any research needed to assist with balancing ledgers, offsetting GL accounts, or any issue/question that would arise from bookkeeping/accounting.