Technical support enhances the value of your investment by answering questions about specific functionality, processing techniques or a variety of "How-To" approaches. Harvest provides hourly professional services on an as-needed basis. Our telephone desk is open 8AM Eastern to 5PM Mountain Standard Time Monday through Friday. Support concerns can be sent by email to support@harvestvi.com or by leaving a message at 403.202.0577. If additional information is required, Harvest technicians will request a remote session to review your issue. Our support consultants use Webex as a tool to quickly share your desktop to view the issue as you see it. This instant remote service ensures we get to the root of the problem quickly for fast resolution.

A critical problem where down time or inconvenience is being caused by an issue will be escalated as quickly as possible.

Technical Support Process:

1. First Line of Support: Harvest Support consultants refer to our internal documentation which provides them a baseline of your operations, customizations and settings. This will speed up the process in orienting how you use the system and the effect this can have on your issue.
2. Second Line of Support: Call our office at 403.202.0577. if we have no available staff to assist you immediately, a description of the issue will start a log for a call back or an email to support@harvestvi.com is also helpful to send in screenshots, reports or other additional information that illustrates the issue. Futhermore, our team can set up an online Webex session to shadow you to view issues remotely or if appropriate, our consultants can also visit the site.
3. Third Line of Support: Harvest partners with Exact as well as the reseller community at large to see how other organizations have addressed issues you face. We access this larger body of knowledge where appropriate to present all the options to you.

For planned work that can be anticipated, such as upgrades, inventory counts, month ends, Harvest will schedule a staff member or team to be available on short notice. Harvest monitors support issues generated by clients, providing training courses to support areas that require higher-than-normal support requests.