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.
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
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
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.
are found by clicking here...
Hours of Operation*
9:30 AM - 3:00 PM
calls handled during this period. All initial training and system
setup calls are scheduled during this time.
3:00 PM - 4:00 PM
and/or rescheduling of calls placed between 9:30 AM and 3:00 PM.
4:00 PM - 6:00 PM
end-of-day closeout issues..
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.