The Basics

This page is about how we treat our customers, it is about our responsibilities as a company to serve our customers, our employees and others. It's about how this process works. It all starts, of course, with great products.

Technical Support

We much prefer that you use the Support Request form, newly designed and tailored to the problem Area and the specific product that presents an issue. Most times, the context in which a problem manifests represents as much as 95 percent of the problem. This is why we have these forms--so that we can get the data we need without your having to relate it piecemeal in a phone call or email.

Click here to go to the start page for entering a Support Request.

Who Can Get Support

Any registered owner of a product is eligible for full technical support. If you're evaluating a product, haven't yet purchased it, go ahead and use the Support Request. Pre-sales questions often get answered as quickly as for registered owners.

Forget or misplace your serial number? Ask Katherine. She manages the database and will attempt to locate your information.

Who Actually Provides the Support

Experienced Greenleaf Software representatives respond to all calls for Greenleaf Software and other products. This includes ViewComm System components, hardware, and various other issues. In the case of hardware which we are reselling, support will be passed on to the manufacturer if we can't reach a satisfactory resolution within hours. We don't have all the answers to every question, but we know who does and you'll get timely assistance as rapidly as possible.

What does Support Cost

From time to time we will perhaps have various levels of support; at this time there is no charge for support for anything you purchase from us or an authorized reseller.

Why no Support Phone Number?

We've done this before and came to the conclusion that it's faster and better for you to give us the information about the issue and its surroundings (what we call 'context') up front by means of the Web. Then, if you feel the need to chat, we'll call you--or if we feel we don't have the complete picture, we'll call you anyway.

What Other Technical Resources Are Available?

1. Website pages. Nearly everything we know about each product is in there. Most sites have a map too. This will bring up the main SiteMap. And this brings out the ViewComm map, one of the larger sites.
2. Product documentation. If it's not in there, please tell us about it; we'll fix it.
3. FAQ pages. Click here to get a listing of topics.
4. TechNotes. Some products, such as VCS, have significant collections of TechNotes.
5. Reference Pages. Click here to start that journey.
6. Updates. To be assured of successful use of our products, you really should maintain it at the current level. Click here for Greenleaf Software updates. Some are free, others not.
7. Development and Operating System Maintenance. Best practice is to use LiveUpdate or the equivalent, or check the vendor's website often for latest information. You might be surprised how many Greenleaf Software Support Requests end up being solved not by us but by upgrading your system software.
8. Common Sense. You yourself may be the best source of support. Are the connections appropriate? Is the software installed and running without errors? Is it plugged in? (Don't laugh--this happens much more than you think).
9. Basic troubleshooting. Back off until it works; then add features knowing that the next one you add may be the culprit. Also, if it works, don't fix it.