To increase call center efficiency, your call is immediately directed to a qualified technical support analyst working in a Response Center environment. Each technical support analyst has been trained in all aspects of a specific V-Technologies’ product line (StarShip or ShipGear) including carrier modules and source interfaces. This means that any support analyst assigned to your product is capable of handling your call. Currently all support inquiries are treated equally; meaning all calls, emails and voicemails are answered in the order received. Our goal is to improve customer satisfaction by taking more of your calls directly and minimizing the time you spend holding in the queue. Our analysts will work with you to document the question or problem, troubleshoot it, and work to rapidly resolve the problem within a time frame of 15 – 30 minutes.
Because each support issue is logged as a unique case, we ask that you call right away with your inquiry rather than waiting until you have a list of questions before contacting us. Contacting us immediately greatly increases our ability to properly diagnose and resolve your issue.
Calling Customer Support
When you call V-Technologies and choose a support option from the phone system’s auto-attendant you will be routed to the next available support analyst. If there are no technicians immediately available at the time you call, you will be placed into the queue and connected with a qualified technician as one becomes available. If it is necessary to leave a voicemail, include the information below as well as a contact number and email address for call back.
Please have the following prior to the call:
- Current support contract or available incident – see Support Packages
- Software version and build number
- Licensed Company Name
- Contact Name
- UPS (6 character) or FedEx (9 digit) account number
- Information regarding your inquiry – detailed description of the issue including error messages or system related messages.
- Case Number (to re-activate a previously logged call)
Each time you initiate a support request, a case is logged by a qualified support technician. Case numbers can be requested upon the completion of your call.
Support Packages
After-sales support is a vital part of the total V-Technologies customer experience. In order to effectively suit your needs, V-Technologies offers per incident and annual contract support. V-Technologies defines a single support incident as an issue that focuses on one aspect of the product, e.g. use of a specific documented feature of the product or assistance with a specific problem or error message. Addressing other product questions/issues related or unrelated, constitutes a separate issue and requires an additional support incident. Please note that an incident DOES NOT cover step-by-step setup or walkthroughs. If you need a technician to walk you through installation or other processes, we offer Consultation Services. Per incident phone support is included with Mezza, Suprema and Ultima plans. Prima plans have access to email support.
Case Resolution Definition
Once an issue is accepted as being within the extent of technical support, the resolution of a technical support issue shall be defined as accomplishing any one of the following:
- The underlying issue is targeted and resolved provided that it is related to the software.
- Providing a reasonable solution to the issue.
- Providing a reasonable work-around to the issue.
- Determination by V-Technologies that the issue is an enhancement request and forwarding the request to the Development Team for future consideration.
V-Technologies reserves the right to limit each support call to 30 minutes at which time we will determine a course of action (appointment, forward to level 2, etc.). If your issue requires multiple calls to resolve, you will only be charged for the first call. Because each support issue is logged as a different case, any other unrelated issue will be treated as a separate incident. All calls are assigned a case number. Case numbers may be requested from the technician at any time.
Support cases cannot be referenced after 30 days from the date at which the case was opened unless the issue is a bug or ongoing.
Case Escalation
In the event that the issue cannot be resolved by our level 1 technical support staff and further research is needed, the level 1 technician will escalate the case to second level. Our second level support analysts are dedicated to further researching your question or problem and working with you toward the ultimate resolution of the issue. The level 2 technician will work to further document your issue and work towards a resolution or escalate the problem to a senior technician in the event that the problem cannot be resolved at the second level.
Product Bugs and Defects
In the event that the software problem is deemed a defect or a bug, the bug will be logged in our tracker system and forwarded to the development team for further research. At the point of disengagement, the technician will provide you with the bug defect number and you will be further notified of the progress of the fix. Please note that unexpected behavior that can be isolated to a user’s specific configuration or environment does not constitute a product defect. The Support Analyst may provide troubleshooting suggestions for unexpected behavior in these cases, but is not responsible for the resolution of any such behavior.
The following are instances in which a support contract is NOT used
- The issue is a bug or defect.
- The issue is ongoing and an incident was applied to initial case.
- The issue is considered an enhancement request.
- The question constitutes the request for a software update link
- Request for specific locations for documentation not in the V-Technologies WebHelp.
Support for users running a free trial
A 30-day free trial is available for ShipGear. For your convenience, free email and phone technical support is included with your trial.
Is my version of the software still supported?
Due to the ShipGear being a subscription priced product, only the latest version of ShipGear is supported.
How do I contact support?
- Request Support Form
- call 800-462-4016, Monday through Friday, 9:00 AM – 6:00 PM ET
For other resources please login to My Account
Contact the Sales Department: 800-462-4016 (option 1) for assistance on non-technical issues such as product purchases, upgrades, maintenance and more.
V-Technologies reserves the right to change its Subscription and Support Policies at any time without notice.