FDM 24x7 Help Desk Support

Our support agreement includes 24x7 toll-free phone support at 800/604.986.9941 where calls are answered live by a real person not an auto attendant during normal business hours, 6:00 a.m. to 4:30 p.m. Monday to Friday Pacific Standard Time.

Support personnel are available by pager outside normal business hours for emergency technical support. Technical support calls are received by our Tier 1 Support staff to assess the urgency of the issue being reported. Information calls and those that can be resolved within a few minutes are handled by the call-taker. Those that cannot are passed to Tier 2 Support staff to work with the client towards resolution. Unresolved issues may escalate to Tier 3 staff and access the Development team for assistance with script writing and bug fixes.

After-hours support calls that are non-critical are handled the next business day. FDM uses its own software for all contact information and to track technical support calls. All issues are assigned a tech log number which can be cross-referenced to the client’s own tracking number if desired.