Our Technical Support Team solves 99% of properly submitted online Support Tickets within 1 business day and most within 6 business hours! Support hours are 8:30am to 6:00pm EST.

We pride ourselves on providing efficient, effective, and affordable technical support. We work hard to find a balance between providing thorough, expedient, considerate support and ensuring that our support remains affordable. These policies are designed to respect your time, the time of our tech support staff, and your investment in ServiceCEO.

Contacting Technical Support
How to Get the Quickest Response
Improved Communications With Our Support Liaison
Tracking Your Support Tickets
Technical Support Minutes
Supported Versions
Support for Custom Crystal Reports
"Crying Wolf" Warning
Database Uploads
Providing Us Feedback

Contacting Technical Support

• Online. For fastest response: Support Tickets requesting an e-mail contact (vs. phone contact) are able to be handled quicker. Fill out a detailed description of your problem, including exact wording of error messages online via the Member Center. These inquiries are handled first.
• Telephone. Technical Support Engineers respond first to Support Tickets submitted online via the Member Center. You may request a call back when submitting a case online by using the contact method drop down. You may also call Technical Support directly at 617-557-4898. If a representative is not available, please leave a message and your call will be returned as soon as we have responded to all Support Tickets submitted online. Do not call if you have already submitted a case as duplicate cases slow our ability to respond to users.
• Remote Assistance. With your permission, our support personnel can log into your computer and help you directly. This requires a small software utility to be downloaded and installed. Your technical support engineer will let you know if this is a good option for your problem.
• If you want to see the progress of your Support Ticket, you don't need to call the support line, you can view your Support Ticket online! See Tracking Your Support Tickets below for details.

How to Get the Quickest Reponse

We can respond to you quicker if you enter a support ticket online and request an e-mail response. Our support technicians can handle multiple support tickets via e-mail or remote connection simultaneously vs. just one phone call. The reason for this is that our support technicians spend time waiting for user's computers to reboot or for users to upload or download files. During this wait time we can be working on your e-mail or remote connection ticket. For this reason, it takes us much longer to respond to phone call requests. If you do enter a support ticket and request a phone call back, please be patient.

Improved Communications With Our Support Liaison

Insight Direct utilizes a Support Liaison to help improve communication between the support technicians and you, our customers. Since our support technicians are always busy working on solving your technical issues, they are not sitting idle waiting for phone calls. The Support Liaison can help you enter a support ticket or add a comment to your case. Minutes working with a Support Liaison will be added to the time spent on your case and used when depleting your support minutes. You can enter a support ticket or add a comment within the Member Center and no additional time will be deducted.

Tracking Your Support Tickets

If you have any questions about your Support Tickets, or you want to see the progress of your Support Tickets, you can do so by logging into the Member Center and clicking the View Support Tickets button. From here you can view both opened and closed Support Tickets.

You can click on the Subject link of any Support Ticket to read the details about the issue. You will see all interactions that have occurred, comments submitted by the Technical Support Staff, add your own comments, and view the Support Ticket's current status.

To log a comment for your Technical Support Specialist, click Add Comment. The Submit Comment page appears. Type in the Comment field and click Submit. Your comment is attached to your Support Ticket and is now part of the Support Ticket's history.

Please note: Support tickets that have been closed for more than 30 days are not eligible for review.

Technical Support Minutes

Our customers use their pre-purchased technical support minutes for access to our technical support team. We have a ten minute minimum per issue.

To purchase additional Technical Support Minutes please log into the Member Center to visit the Online Store.

Note: Support Minutes never expire as long as you have an active Membership Plan; however, if your Membership Plan does expire, your Support Minutes also expire.

Deducted: When your Support Ticket is resolved, the number of minutes that were actively spent solving your problem (with a minimum of 10 minutes per support ticket) will be deducted from your total. Insight Direct will deduct Support Minutes for any and all NON-bug-related issues.

Not Deducted: The time spent on your Support Ticket that either wasn't relevant to your problem or did not directly result from your issue will be indicated but will not be deducted from your total. We use this to track how much total time was spent solving your issue.

Supported Versions

Insight Direct recommends that you remain on the most current release of ServiceCEO. At this time, ServiceCEO versions lower than 6.0 are not supported by Insight Direct. Issues entered regarding lower versions will be responded to with a request to upgrade to the current release.

Support for Custom Crystal Reports

Insight Direct's Technical Support cannot provide support for custom-built or edited Crystal Reports. Questions regarding custom Crystal Reports are considered outside the scope of Technical Support. While we may be able to provide assistance locating the information you need in the ServiceCEO database, support representatives cannot assist in the building and editing of complex Crystal Reports and formulas. Customers who need this type of assistance can attend our weekly Crystal Report training classes or purchase a Crystal Report quotation through the Online Store.

"Crying Wolf" Warning

Insight Direct reserves the right to refuse technical support assistance to any user that abuses the system. Common abuses include calling the main Insight Direct sales line for support issues, marking support tickets as an Emergency when they are clearly not, and speaking in an abusive manner to support personnel. In the unlikely instance your support rights are terminated, the remainder of your Support Minutes will be refunded.

Database Uploads

To effectively troubleshoot issues within ServiceCEO, Insight Direct's Technical Support may request that our customers upload a backup of their company's database. Our team has access to several technologies that allow a quick resolution to database issues that are not available to ServiceCEO users. At Insight Direct, we place a premium on security and confidentiality and ensure our customers that we will never share, sell or distribute any information within a customer's database without expressed written consent from that ServiceCEO customer.

Providing Us Feedback

We want to provide you with the best possible service, and thus would love to hear your feedback! The best way to give us your impression of our Technical Support is to fill out the feedback survey we send a few days after each support ticket is closed. We continually review your feedback and use it to help focus our support efforts in the future.