Here at Sherpa Software, we are constantly looking for new ways to improve the customer experience. Two of the programs we’ve recently implemented are the options to chat with a technical support person and direct email access to our technical support team. I wanted to take this time to simply explain the new process and how we’re trying to make things easier and more efficient for our customers.
In the past, customers only had the options to chat with sales or contact technical support either by phone or through the customer portal on the Sherpa Software website. Now, we’ve added two new ways to get in touch.
In order to ensure a timely response, customers who need technical assistance with one of the Sherpa Software products should continue to either log into the customer portal and submit an incident or do so over the phone using their unique Sherpa credentials. The new contact methods have been added to provide customers who may not necessarily require product-specific technical assistance with a more immediate means of getting their questions answered. Our goal is to provide better communication and more timely information throughout the support process. You may utilize these methods if you:
- need your credentials resent to you
- lost your product license keys
- have some general questions about the various Sherpa products
- need to check on the status of a currently open incident
If you are either a customer (that doesn’t have support) or a prospect considering purchasing our product and support, Sherpa Software offers three levels of support plans to choose from. They are Silver, Gold, and Platinum.
- The Silver plan provides access to our technical support team from 8am to 5pm EST.
- The Gold plan’s support hours go from 8am to 8pm EST.
- The Platinum plan is 24/7 support.
Purchasing a support plan entitles you to unlimited technical support via phone or email within the hours defined in your plan for the duration of your maintenance contract. Additionally, you are also entitled to new product upgrades as they are released and access to our secure customer portal. We hope, through giving customers more support contact options, to improve the overall experience and make things easier and more convenient for everyone.
If you have any questions about your account, support plans or the status of your technical issue in the system, don’t be afraid to come into live chat or email email@example.com. We will gladly help answer your questions or do our best to get you an answer as quickly as possible! Below is all of the relevant contact information you may need to get in touch with Sherpa. Thank you for your continuing support. We look forward to talking with you soon!
Your options to contact technical support are:
(1) ON-LINE (through the customer portal)
Go to www.sherpasoftware.com. Login to the Sherpa Software customer portal. (http://customers.sherpasoftware.com/web/customer.nsf). The Login ID requires the User ID-PIN format. If you have more than one product, please select as appropriate.
Select “Support Request” from the left side menu.
Fill out the support form. Be sure to verify the phone number and email address so we can contact you.
Click “Send” and your request will be submitted.
*Note: In addition to technical support, the website is rich in customer resources. You can download your purchased software, new releases, manage your contacts, access technical articles and customer forums, training sessions and more.
(2) BY PHONE
Contact our technical support line at (412) 206-0016 or toll free at 1-800-255-5155.
Enter your USER ID followed by the # sign.
Enter your PIN number followed by the # sign.
Follow the remaining prompts to help us direct your call to the proper support personnel.
(3) TECH SUPPORT EMAIL
(4) LIVE CHAT