FashionFlow™ Customer Support
| Copyright © 2010-2012 NYPS Tech LLC. All Rights Reserved. |
How to Contact the FashionFlow™ Apparel ERP (NYPS TECH) Support Team
The fastest and most effective way to reach our support staff is via email:
SUPPORT@NYPSTECH.COM
Phone calls, faxes, and other forms of communication may result in issue handling delays.
Our support team is available during normal business hours, Monday through Friday,
from 9:00 am to 6:00 pm Eastern Time, and will usually respond to your issue in the same
manner in which it was reported, in the order it was received.
Support telephone: (347) 622-2002
Support fax: (212) 563-6899
Support mail: support@nypstech.com
FashionFlow™ Apparel ERP Tech Support
485 7th Ave. 9th Fl.
New York, NY 10019
When to Contact Technical Support
- The primary responsibility of our technical support team is to solve problems customers may face
with the FashionFlow™ Apparel ERP system. Issues related to hardware, networking, or other
software products should be reported to the appropriate vendor. We can recommend skilled and
reliable hardware and networking technicians when needed.
Customers requesting technical support should have a basic working knowledge of Microsoft Windows,
including the ability to browse, and copy or move files and folders on the hard drive or the network.
You should also be familiar with how to grant online remote access to the computer.
Please note that technical support is not a substitute for training. We gladly offer training on specific
issues, features, etc. – at an additional charge – to customers who provide us with online, remote
access to their FashionFlow™ Apparel ERP system. Most training sessions can be conducted
in 30 minutes or less.
Response Times
- We strive to respond to all support requests within four hours or less, in the order in which they
are received. However, response times are subject to priority, call volumes and other factors that
are sometimes out of our control. Issues reported in the afternoon may not be addressed until the
next business day.
Billable Support
- Clients with active support contracts will receive the first 10 minutes of telephone or other online
support free for any issue. The remainder of the required resolution time will be billed at preferred
rates, with time rounded up to the nearest half hour. Customers without a support contract will pay
standard (higher) rates, with time rounded up to the nearest hour. In some cases, problems can be
resolved offline. These issues will be billed at a fixed price, based on the estimated number of hours
required. Billable support is never performed without your advance approval.
Additionally, NYPS TECH will not bill for correcting problems caused by bugs or defects in the
software.
Online Support
- Most problems can be promptly resolved – without the need for a technician to visit your office –
through secure remote, online access to your FashionFlow™ Apparel ERP system.
Payment Terms
- Payment for your support contract is due at the beginning of the contract term. Clients who report
an issue, but have not yet paid their contract fees, will be asked to remit payment in full before the
problem is resolved, or will be billed the higher standard rate charged to those customers without
a support contract. Payments that are 60 or more days past due will result in automatic contract
termination. Re-establishing your contract after that may result in substantial rate increases,
and will require you to pay for any support performed during the payment lapse at the new contract
rate.
Software Updates
- Customers using the hosted version of FashionFlow™ Apparel ERP, as well as those who hold an
active support contract, are entitled to all updates and enhancements for all legally-licensed products
at no charge.
Appointment Cancellations
- There will be no charge for support appointments that are canceled with at least 24 hours notice.
Appointments canceled with less than 24 hours notice are subject to a one-hour charge.
FashionFlow™ by NYPS Tech
Dedicated Solutions Exclusively for the Fashion Industry with seamlessly integrated powerful EDI engine!
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