Harvey Software - Makers of CPS Shipping Software

 

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Support

Harvey Software feels customer service and support come before anything else. When purchasing the right shipping software solution, it is important to buy from a company that insures that your company receives outstanding features, support and service.  Every CPS Powered product includes:

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Your CPS Powered shipping product installation file for fast installation and setup from a single download.

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A Set Up Work Sheet for pre-installation planning.

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A step-by-step easy to follow Workstation Setup Guide for a quick and trouble-free installation.

Once you have your CPS Powered product installed you will receive:

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All available carrier updates.

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All available product feature and enhancement updates for the shipping product you have chosen to use

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Access to Harvey Software's On-Line Support web portal for 24/7 problem resolution and instructional materials.

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Efficient access to our Support staff by E-mail services.

If you need even more help, we have products that include phone and remote support, or you use our pay-as-needed options. You are never left without the support option you need with CPS Powered products!.  Our comprehensive support options insure your company receives the exact support needed to keep you shipping while enjoying all the savings and profits of using an advanced shipping software solution Powered by CPS!

Simply the Best!
Optimized Support for Shipping Software Solutions Powered by CPS...

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

Starting with your initial download e-mail for your CPS Powered product, you receive step-by-step worksheets and instructions on how to install and use our products and services.  Immediately after you install CPS you can access our 24 hour member-only On-Line Support web site for interactive support and to receive useful information to make sure you get the most out of your the product you purchased. Our On-Line Support site is your best resource to answer most questions 24/7.

If that does not get the job done, you will also find how to use our fast and efficient e-mail support system at our On-Line Support web site in addition to how to access many other support options. Support questions by e-mail are handled during our normal business hours in the order received.  Most replies during business days happen within 24 hours or less.

What Our Clients Say About Our Customer Service:

"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."

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

For convenience, access to the On-Line Support web site is available by using the built-in Support Options button found when selecting Support from the CPS Daily Entry menu bar. The On-Line Support web site is available to all through the CPS Daily Entry interface or the CPS On-Line Support selection found in the CPS for Windows program folder for registered users of CPS.  There is no additional logon or user name and password required for access to the On-Line Support site when done from a computer with a CPS Powered product installed.

Included and $$ Extra Cost Support Options by Product

  CPS Basics for UPS and USPS... CPS Basics for UPS and USPS... CPS Basics for UPS and USPS... CPS Basics for UPS and USPS... Shipping Software Powered By CPS...Simply the Best! Shipping Software Powered By CPS...Simply the Best!

Feature

for UPS & USPS for FedEx & USPS for UPS, FedEx & USPS for UPS, FedEx & USPS for UPS, FedEx & USPS for UPS, FedEx & USPS

Setup Worksheet

Workstation Setup Guide

Carrier Updates

Carrier Fuel Surcharge Updates

Product Updates

On-Line Support Site Access

Initial 30 Days Support by E-Mail

Support by E-Mail

Support by Phone with Remote Access

$$ $$ $$

Initial Standard Setup and Training (1 HR)

$$ $$ $$ $$

Additional Setup and Training (per HR)

$$ $$ $$ $$

Connectivity and Integration Support and Service (per HR)

$$ $$ $$ $$

Setup of Carrier Negotiated Rates*

$$ $$ $$ $$ * *

Product Reinstallation Services (per HR)

$$ $$ $$ $$ $$ $$
Included Option      $$ Extra Cost Option

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Need More Help than is Included?

The amount of additional help included depends on the CPS Powered product purchased.  When you purchase CPSLogic, you receive FREE training and setup support!  In addition to problem resolution, we include up to one (1) hour of on-line training and setup help using our remote access service to ensure that you hit the ground running.  CPSLogic can be a little more demanding and we want setting up CPSLogic to be the easiest thing you do that day, as with all our products.  All you do is contact Harvey Software Technical Support by e-mail to schedule this during our normal business hours. Setup and training is done by appointment only during off-peak support hours.  For those using a product other than CPSLogic, these additional help services can be purchased individually as needed at a very affordable price.

"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."

To schedule additional training and setup services, just call Harvey Software’s Sales department at 800-231-0296, or Email Harvey Software... send us an e-mail by clicking here.

Initial Product Installation

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

To schedule integration services, just call the Harvey Software’s Sales department at 800-231-0296, or Email Harvey Software... send us an e-mail by clicking here.

Product Reinstallation

After the initial implementation, if phone support or remote assistance 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 an hourly rate and are performed by appointment only.

To schedule a product reinstallation services, just call the Harvey Software’s Sales department at 800-231-0296, or Email Harvey Software... send us an e-mail by clicking here.

Carrier Negotiated Rates*

CPSLogic users that have carrier negotiated rates are entitled to have these rates programmed one time per year at no charge. Any additional carrier negotiated rate tables needed after the initial rates have been set up may be purchased at a standard rate. CPS Basics users must purchase carrier negotiated rate programming, if desired.

To obtain carrier negotiated rates for your CPS system, just call the Harvey Software’s Sales department at 800-231-0296, or Email Harvey Software... send us an e-mail by clicking here.

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 Powered products, you can bring this success to your company, too. Whether it's a brand new shipping system, adding a workstation 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 included training and setup for the product you purchased, we have a solution for that, too, and at very reasonable prices.

We can schedule a low cost training or setup session. All that is needed is a broadband Internet connection, you 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 using your CPS Powered product.

The cost of these training and setup sessions is very affordable. One or several can attend the training session, all for one low price.

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

Need Even More Complex Help or Solutions?

Thousands of customers have setup CPS Powered products on their own hardware with no problems, and immediately start utilizing the power and benefits of using CPS Powered products.  Setting up a CPS Powered product is about as easy as setting up any off-the-shelf software package by following our installation procedures and documents, but you may need something extra or even require a shipping industry specialist.   For this reason, we offer many other ways to get started, in addition to our standard solutions. To fill these needs, we have established relations with a number of Business Partners throughout the US.  Harvey Software Business Partners are skilled experts that can help you with the special solutions you need including hardware, special connectivity, installation and on-site 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 E-Mail 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...


Hours of Operation*
 
Services Available

9:30 AM - 3:00 PM
 

Normal support calls handled during this period.  All initial training and system setup calls are scheduled during this time.


3:00 PM - 4:00 PM
 

Completion and/or rescheduling of calls placed between 9:30 AM and 3:00 PM.


4:00 PM - 6:00 PM
 

Coverage for 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.

Technical support is only available for questions or issues concerning CPS Powered products.  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.

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Fast Parcel Processing Easy Connectivity Lowers Shipping Costs Increased Customer Satisfaction  Shipper Approved
Learn How CPS Processes Parcels Fast... Learn How CPS Easily Connects to Your Shipping Data... Learn How CPS Lowers Shipping Costs... Learn How CPS Increases Customer Satisfaction... See What CPS Shippers Say...

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Last modified: April 01, 2014

Harvey Software logo is a registered trademark of Harvey Software, Inc. 
Harvey Software, Inc. has produced CPS - Shipping Software along with other software products since 1983.

UPS® service marks used by permission. UPS, UPS brand mark, UPS Ready®,  UNITED PARCEL SERVICE® and the Color Brown are registered trademarks of United Parcel Service of America, Inc.
All Rights Reserved.

FedEx® service marks used by permission.  FedEx Compatible Solution means the FedEx functionality in CPS has completed FedEx certification testing.

United States Postal Service marks used by permission.  USPS® and United States Postal Service® are trademarks of the United States Postal Service.

DYMO Endicia service marks used by permission.

Spee-Dee service marks used by permission.