Support

Fast Parcel Processing   Increased Customer Satisfaction Easy Connectivity   Lower Shipping Costs

With Support is Key for Solving Your Shipping Problems! Harvey Software feels customer service and support come before anything else. Purchase CPS and you receive much more than just another shipping software solution. Every CPS shipping software package includes the CPS program, installation instructions, automatic carrier updates, CPS product updates, access to Harvey Software's On-Line Support web portal and support by email during normal business hours. Our support insures your company keeps shipping.. "We're a happy customer both with CPS and the service/support. The rare times we need support - your team is great."

Supporting our products and services is the most important thing we do!

Starting with your initial download e-mail for CPS, you receive step-by-step instructions on how to install and use our products and services.  Immediately when you install CPS you can access our 24 hour On-Line Support web site for interactive support and to receive useful information. This helps insure CPS lives up to your expectations. Our On-Line Support site is your best resource to answer most questions. You will also find how to use E-Mail Support, how to access our fee-based Toll-Free Support phone number and how to receive fee-based Remote support. Support questions by e-mail are handled during our normal business hours in the order received.

"We have been using CPS for about 8 months now, and I wanted to let you know what a great job your support department does.  They are always able to help us resolve whatever issue we run into, they get back to us quickly and they are always so even keeled that it’s a pleasure to work with them.  I’m used to dealing with tech support departments that are hard to reach, hard to get an answer from and/or difficult to deal with, so I appreciate working with your people all the more."

For convenience, access to the On-Line Support site is available by using the built-in Internet Support button found when selecting Support from the CPS Daily Entry menu bar. This web site is available only through the CPS Daily Entry interface for registered users of CPS. There is no additional log on or user name and password required for access to the On-Line Support site.

"As far as I am concerned Harvey Software is the best in customer service. Keep up the fine work."

Need More Help?

On top of all this, you receive FREE training and setup support when you purchase CPS! In addition to problem resolution, we include up to 1 hour of on-line training and up to 1 hour of setup help using our remote access service to see that you hit the ground running. We want setting up CPS to be the easiest thing you do that day. All you do is contact Harvey Software Technical Support by e-mail and schedule a time for this during our normal business hours. Setup and training is only done by appointment during off-peak support hours.

"I really appreciate (your technician's) perseverance, patience and positive attitude. Harvey's support team is the best I've worked with in the past 4 years."

Initial Product Installation

The purchase of a Harvey Software shipping product includes implementation services. Implementation includes setting up the Harvey Software product for the first time and is provided at no additional charge. Implementation does NOT include integration services; however if integration services are required, they can be purchased for an hourly rate of $100 and are performed by appointment only. Implementations are performed by appointment only and include the items outlined on this page.

Product Reinstallation

After the initial implementation, if telephone support is needed to reinstall a previously installed product (regardless if it is on the same computer or on a new one), additional implementation hours may be purchased at a rate of $100 per hour (billing will be charged in one hour increments) and are performed by appointment only.

Training is Available Right at Your Computer!

There is no substitute for hands-on training to ensure the success of automating a shipping department. With on-line training for CPS, you can bring this success to your company, too. Whether it's a brand new system, adding CPS to an enterprise system or expanding a current system to meet new demands, Harvey Software's training for shipping solutions gets shippers off to a fast start! If you need more than the standard included time for training and setup, we have a solution for that, too.

We can schedule a low cost training or setup session. All that is needed is a broadband Internet connection, web browser and telephone. The CPS training session will be done right on your computer, using secure webcast technology. This private training for your company will be both instructional and "hands-on" as you work interactively with a Harvey Software training specialist to learn what you want and need to know about CPS.

The cost of these training and set up sessions is very affordable. One or several can attend the training session, all at the same price.

To schedule on-line training, just call Harvey Software’s sales department at 800-231-0296, or send us an e-mail by clicking here.

Need Even More Complex Help?

Thousands of customers have setup CPS on their own hardware with no problems. Setting up CPS is about as easy as setting up any off-the-shelf software package, but you may want one of our experts to make sure your CPS installation starts out exactly right or you might need something extra.  For this reason, we offer many other ways to get started. In addition to our solutions, we have a number of Harvey Software Business Partners throughout the US. Harvey Software Business Partners can help you with complete solutions including hardware, special connectivity, installation and training. To locate a Harvey Software Business Partner click here.

"It has been a real pleasure dealing with you guys, the software is excellent, and is saving me money, BUT your tech support is even better, you sales guys owe them a pizza LOL  They really are responsive and helpful assisting me with my initial install and configuration.  Let me tell you it's the tech support that keeps the customers happy.   Harvey CPS was a great find, and I would recommend it to anyone who needs a good shipping program"

Phone, FAX and Email Support Policy Overview

All support that involves our staff directly, such as phone, e-mail and FAX support requests is available Monday through Friday, 9:30 am through 6:00 pm, Eastern Time, excluding holidays.  All requests are handled in the order they are received.  Holidays are found by clicking here...

* During National Carrier Rates and Services updates special hours apply.  Generally, during the initial week after a national update is issued support only handles national update issues only.  All other issues are done by appointment as time allows.  This is to insure all current shippers have the best possible coverage at times when changes take place.  This week long policy also occurs on the weeks when new rates and services go into affect.  Actual hours and policies are announced at time of each rate and service update.

Special Note:  Support lines are busiest at the end of the day for closeout issues.  The volume of support calls can change daily, and we will respond to your call as quickly as possible.  Please rest assured that if you need to leave a voice message during business hours, every attempt will be made to call you back that day.  We take calls in the order they come in, recorded voice messages included. The period between 4:00 pm and 6:00 pm EST is reserved for questions regarding end of day issues for daily parcel processing.  All other calls will be scheduled in the order received for the next business day.  Shipping software is not like other software in that the end of the day is a critical period for shippers.  New installation questions and those related to changing current set ups should be reserved for between 9:30 am and 3:00 pm.  If for some reason you need help in getting important packages out the door on a given day, you will appreciate this schedule.

All new CPS package purchases include one training and one setup session of not more than one hour each to help you get shipping as quickly as possible.  Any additional setup or training needs will be at an extra cost and by appointment.  Contact Harvey Software Sales to for any additional training and setup needs.

Technical support is only available for questions or issues concerning CPS.  Even though our web site covers solutions for some non-supported products, we do this only as a customer service.  If the issue is not caused by our products, you will be directed to seek support from the company that manufactured or supplied the product in question.  We cannot support products we do not sell.  Harvey Software is not responsible for the accuracy or validity of any statements, instructions or advice concerning non-supported products found on this web site.