Support
Livery Coach has the best support in the limousine software industry. Our annual support and maintenance contract includes “unlimited” telephone and e-mail support, and also includes program and report updates and enhancements throughout the year.
Generally, our standard telephone support hours are Monday through Thursday from 9am to 7pm Eastern Time, and Fridays from 9am to 6pm Eastern Time. E-mail support is often even beyond these hours.
Emergency Support is available 24x7x365. We understand that in the rare event that you have a serious problem, you might not be able to wait until “normal” business hours…since the limousine industry never sleeps!
E-mail: [email protected]
Phone: (610) 296-7800
Cost: 20% of total software purchase price per year
Support is only required the first year, but nearly 100% of Livery Coach clients renew their support each year because of the value of the updates and improvements as well as the support. Unlike some competitive systems, Livery Coach does not “turn off” if your support agreement expires.
Full support terms and conditions are listed in the Support and Maintenance contract.
Generally, our standard telephone support hours are Monday through Thursday from 9am to 7pm Eastern Time, and Fridays from 9am to 6pm Eastern Time. E-mail support is often even beyond these hours.
Emergency Support is available 24x7x365. We understand that in the rare event that you have a serious problem, you might not be able to wait until “normal” business hours…since the limousine industry never sleeps!
E-mail: [email protected]
Phone: (610) 296-7800
Cost: 20% of total software purchase price per year
Support is only required the first year, but nearly 100% of Livery Coach clients renew their support each year because of the value of the updates and improvements as well as the support. Unlike some competitive systems, Livery Coach does not “turn off” if your support agreement expires.
Full support terms and conditions are listed in the Support and Maintenance contract.
While we’re on the subject of support…
All of us at Livery Coach work hard to try to provide the highest level of support in the transportation software industry. However, there are limits to what we can do and how we can do it, and for a faster, more satisfying support experience for everyone we could use your help.
Sometimes, when you call, there could be a wait to talk to a technician—occasionally the wait can be significant. We work to try to minimize the wait, but some problems take time to diagnose and resolve, and when it’s your turn we’re sure you don’t want to be rushed either. If you have a problem that doesn’t require an immediate response, you can email our support team at [email protected] (which goes right into our automated ticketing system and generates a support ticket). We try to get to all emailed support tickets as soon as we can, but sometimes they require some research/testing on our end, which could delay the response. When our support queue has a long wait, you can also leave a voice message, which we will also return as soon as we can.
If you have something that can be scheduled, things go more smoothly if you work with us to schedule it. We aren’t staffed to be able to provide “on demand” training, any more than most of you could cough up, say, a coach bus on a moment’s notice. If you need a refresher course on how to import a Group Manifest, for example, or need help installing Livery Coach software on a new workstation—then please drop us a note at [email protected] with some days/times that would work for you. We can then assign the best technician for that specific task, make sure we are prepared properly, and fit it in during a non-peak time so it works well for all of us.
We’d also like to gently remind you that our support is Livery Coach support. We support the software that we write and that you bought from us. We are not equipped to provide general IT or Windows or printer support. We also are not qualified to provide QuickBooks support, except when there might be a specific issue with the Livery Coach integration.
Our live support hours are Monday-Thursday, 9 am to 8 pm eastern time, and Fridays 9 am to 6 pm eastern. If you have an emergency after hours we do have an on-call technician 24/7—just follow the prompts when you call (for emergencies, we strongly recommend calling rather than sending an email). In the event that the on-call technician is not immediately able to answer, please leave a message with as much detail as you can provide, and the tech will respond to your emergency as soon as possible.
Thank you for your understanding. If you have any feedback on the level of support you have been receiving (good or bad), please email us at [email protected] We appreciate your business.
Sometimes, when you call, there could be a wait to talk to a technician—occasionally the wait can be significant. We work to try to minimize the wait, but some problems take time to diagnose and resolve, and when it’s your turn we’re sure you don’t want to be rushed either. If you have a problem that doesn’t require an immediate response, you can email our support team at [email protected] (which goes right into our automated ticketing system and generates a support ticket). We try to get to all emailed support tickets as soon as we can, but sometimes they require some research/testing on our end, which could delay the response. When our support queue has a long wait, you can also leave a voice message, which we will also return as soon as we can.
If you have something that can be scheduled, things go more smoothly if you work with us to schedule it. We aren’t staffed to be able to provide “on demand” training, any more than most of you could cough up, say, a coach bus on a moment’s notice. If you need a refresher course on how to import a Group Manifest, for example, or need help installing Livery Coach software on a new workstation—then please drop us a note at [email protected] with some days/times that would work for you. We can then assign the best technician for that specific task, make sure we are prepared properly, and fit it in during a non-peak time so it works well for all of us.
We’d also like to gently remind you that our support is Livery Coach support. We support the software that we write and that you bought from us. We are not equipped to provide general IT or Windows or printer support. We also are not qualified to provide QuickBooks support, except when there might be a specific issue with the Livery Coach integration.
Our live support hours are Monday-Thursday, 9 am to 8 pm eastern time, and Fridays 9 am to 6 pm eastern. If you have an emergency after hours we do have an on-call technician 24/7—just follow the prompts when you call (for emergencies, we strongly recommend calling rather than sending an email). In the event that the on-call technician is not immediately able to answer, please leave a message with as much detail as you can provide, and the tech will respond to your emergency as soon as possible.
Thank you for your understanding. If you have any feedback on the level of support you have been receiving (good or bad), please email us at [email protected] We appreciate your business.