• » OVERVIEW
• » BEFORE REQUESTING HELP
• » FAQs
• » REQUEST TECH SUPPORT
• » TRAINING
• » DOWNLOADS
• » UPLOAD A FILE
• » RENEW ESP/TECH SUPPORT
• » SUPPLIES SAMPLES
• » SUPPLIES ORDER FORM

» Return to Previous Page

Before Requesting Help From Technical Support

To allow us to serve you better, we ask that you follow these procedures should you ever have a problem with your software.

Step 1. Review the documentation that came with the Licensed Software

If you have a problem, the first and easiest place to look for a solution is in the materials that come with the Licensed Software:

• tutorial
• user manual
• program help from the help menu

We've done our best to carefully document how the program(s) works and provide all the information you need to use it. Many user problems are easily solved by taking the time to read these materials.

Step 2. Review the Frequently Asked Questions on our Website

If you still cannot solve your problem; visit the Support Center area of our Website. Your issue may be conveniently addressed in one of our Frequently Asked Questions pages.

Step 3. Contact Benefit Software's Technical Support Staff

If your problem persists, and your Extended Support Plan is current, the most effective method is to contact Technical Support by completing the Online Technical Support Request Form.

Technical Support is also available by phone during normal BSI business hours (Monday through Friday, 7:30AM to 3:30PM Pacific Time) by calling 800-533-1388 for customers located in the United States, Canada, and the Caribbean. All other customers should call 805-679-6200 for Technical Support.

No matter which method you are using to request support, please provide as much information as you can about your problem, including:

• your Registration number
• any error messages
• details about what you were doing and where you were in the program when the error occurred.

We will also need information about your computer:

• the type and version of your operating system
• processor type
• how much RAM
• printer model

All requests for support will be logged into our Support Tracking System and, if required, a technician will e-mail or call you back to obtain additional information. Requests submitted via the Online Technical Support Request Form are generally resolved in the shortest period of time. "Telephone tag" can often be avoided by using the online form. Customers calling in by phone to request support are not placed on hold when all technicians are busy since all calls are handled on a first-come, first-served basis.

A technical support representative will generally respond to you the same or the next business day. The length of time it will take to resolve a particular problem depends on the nature and severity of the problem; and the technician will make every attempt to contact you as soon as possible.