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Welcome to the Support Zone for Tele-Support HelpDesk



Support is available by Email for all Acitve Contracts and Registered Evaluations

Quick Links:

     System requirements and compatibility
     Features List
     HelpDesk Standard vs. LITE
     Hot Tips Knowledge base
     Tips & Tricks
     HelpDesk How To & Training Presentations
     Submit on-line Inquiry Request
     Reset Request
     Email Support

     FREE Plug-in HelpDesk Viewer for Act! 2007 and newer
          HelpDesk Viewer Update Only September 6, 2016
          Instructions: MUST already have the full plug-in installed.
          Download and replace existing executable on each client running the plug-in.

     View Company Holidays

Version 5.1.1. (updated January 12, 2017)

     5.1.1 installer/update Now Available
     (active PLUS Care Plan required to access this site)

         Login 5.1.1 support page and access all downloads for version 5.1.1.1491
         If we have not provided your login, please email Support Team include your company name and serial number.

     5.1.1 New Features

     USERS Guide 5.1.1   updated 10/17/2016
     ADMIN Guide 5.1.1   updated 01/12/2017


Previous Full Installers

     Download Last 3.2.1 full installer/updateas-is no support
     Download Last 4.0.0.1150 full installer/updateas-is no support
     Download Last 4.1.1.1265 full installer/updateas-is no support
     Downlaod Last 5.0.0.1479 full installer/updateas-is limited support




IMPORTANT NOTICE if you are working with an outside Reseller or IT company, please be sure they check with our Support Team before they make any changes to your existing HelpDesk installation. Such as moving the software, virtualizing the server, moving the contact manager if connecting to Act! etc., changes to the host server can cause issues if not done correctly.

Evaluating our software:

Video Presentation
First step, if you have not already done so, view our 15 minutes video presentation that will show you a basic overview of our software. How quick and easy you can create an inquiry from inception to resolution

FREE Full Featured 30 Day Trial
Second step would be download the evaluation with ALL features enabled. You can run as a STAND ALONE with built in CRM or connect to your own ACT! CRM. Your Evaluation download will include an evaluation code for a period of 30 days from date the installation code was issued. We recommend during the download process when you are prompted to register, to complete this information as it will be required to provide you with FREE support services.

Live Demo
We would recommend scheduling a live demo after you installed the full evaluation on your system? Remember we are here to help you install as well, then we can show you in real-time with your real-data the benefits of Tele-Support HelpDesk. Live demos usually take about 1 hour.

Support Services

During Evaluation period:
All registered evaluations will be eligable for FREE technical support services that includes installation and configuration during the initial 30 day period. We recommend you save time and let us take 30 minutes to walk you through the installation and basic configuration so you are up and running quickly. We want to ensure you have a successful evaluation experience. The evaluation is delivered with both ADMIN and USERS guides in PDF format. We also have on-line useful and most requested training and how to presentations.

Once purchased:
Service is another aspect of our business. We work to solve problems, answer questions, and be responsive to our customer's needs. We have 4 options that include support services. From H.E.L.P. to Annual Care Plans.

H.E.L.P. is purchased by the hour. This time is valid for 1 year or until time is used (no roll-over). H.E.L.P. can be used for any area relating to Tele-Support HelpDesk (training, how to's, technical support, upgrades, installs, etc..)

Care Plans are annual contracts that include Support Services, rehost,enchancement, upgrades, training, automated email alerts and reminder, etc.. Benefits will vary depending on the Care Plan you may choose.

Licensing

Licensing for Tele-Support HelpDesk is concurrent connection as opposed to the more expensive 'named' user licenses. Concurrent licensing gives you more value for the cost. You can purchase a 10 user Tele-Support HelpDesk, which means 10 connections at a time to the HelpDesk database. You can install 30 clients if you like, just 10 would be able to connect at one time.

The license is coded to the computer host for security. Using the Host Name, Host Physical address (also known as NIC card or MAC address) and Host computer id. Should any one or more of these id's change, your license will automatically void.

Rehosting (Moving) Tele-Support HelpDesk

BEFORE you move, rename or change out a NIC card on your licensed computer, contact our office for instructions and cost that maybe associated with the rehost service. Rehosting & General Policy

General Information:

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Resource Dynamics, Inc.

Monday - Friday office holiday schedule
Email service: 8:am-5:00pm EST
Phone service: 9:am-5:00pm EST
CustomerService@resource-dynamics.com