Technical Support
Horizon can help you with all issues relating to the installation, maintenance and proper usage of the Custom Proposal System and the SmartPartner Software. Our “Developer Direct” support is unique in the industry and provides you with the highest degree of expertise, professionalism and efficiency. Providing technical support is much more efficient when you are running the current version of our software. Please contact Horizon for the latest upgrades.
| Single User Installation | SCPS/CPS Upgrades | Custom Programming |
| Network Deployment | Data Grooming | Graphical Customization |
| Terminal Services Deployment | Mfg Price Sheet Importing | Educational Training |
| Cloud Deployment | File Recovery | Business & Operations Consulting |
Horizon Support
- Horizon office hours are 9 am to 5 pm Central Standard Time, Monday through Friday.
- Emergency Support is handled immediately on 24/7 ASAP basis.
- Please call Horizon at 715-287-3335 to schedule an appointment and we will be happy to accommodate you.
- Normal Horizon Support is provided by appointment, enabling us to focus on your issue and resolve it in the most efficient manner possible.
- Appointments should be made by phone, because of the unreliable nature and lag time of emails. Please speak with our office manager.
Email Support
- We encourage you to email your support questions to us at horizon@triwest.net. We will respond in a timely manner.
- If you have an emergency we recommend that you call us instead of emailing, because emails can be unreliable or get delayed.
- Please include the name of your software (CPS or SCPS) and your version number.
- Please detail all of the steps necessary for us to duplicate your issue and include screen shots, screen titles and button names for clarity.
- Simple emails that can be answered quickly are usually free. Extensive replies are usually charged as normal technical support.
Attending your Appointment
- Clients are required to call Horizon at the reserved appointment time.
- This appointment time has been reserved for you, so we ask that you please call on time.
- We provide a 15 minute window before we move on to the next call.
- Failure to cancel your appointment in advance could result in a charge of 50% of the reserved appointment time.
Support Fees
- Technical support and training requires professional expertise and experience.
- Horizon never charges for bug fixes in our software or to discuss new feature requests. However we do charge for training, data corruption, file damage, computer/networks, operating systems, printers, drivers, and other software.
- Horizon makes the final determination regarding software bugs vs. misuse, computer error or file/data corruption.
- Horizon's Technical Support rate is $180 an hour. We charge by the minute, so you only pay for time used.
- Horizon SmartPartners receive a 25% discount on all support rates and services.
- Horizon support charges are billed directly to your Visa/MC/AMX credit card or paid in advance.
- Horizon provides an email invoice for all support charges as they are incurred. Horizon does not provide monthly statements.
Disclaimer
- Horizon is not responsible for business or data loss or data corruption regardless of its cause.
- Horizon accepts no liability, actual or implied as a result of using our software, support or documentation.
- Horizon reserves the right to change this support policy and fees at any time without notice.