Scheduled Maintenance

 

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Topics: Technical Support

TOPS Support & Sales Availability for Nov 9.

TOPS Software will be adjusting our hours to the public TODAY, November 9th for internal training.

All support services, including Technical Support, Training, and Implementation will be available from 8 am - 11 am EST.

Our sales team will also be participating in internal training, and they will be available via email. 

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Topics: Technical Support

Reminder- TOPS Support & Sales Availability for Nov 9.

TOPS Software will be adjusting our hours to the public tomorrow, November 9th for internal training.

All support services, including Technical Support, Training, and Implementation will be available from 8 am - 11 am EST that day.

Our sales team will also be participating in internal training, and they will be available via email. 

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Topics: Technical Support

TOPS Support Hours for Nov 9

TOPS Software will be adjusting our hours to the public on Friday, November 9th for internal training. All support services, including Technical Support, Training, and Implementation will be available from 8 am - 11 am EST that day.

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Topics: Technical Support

Support Closing Early on Tuesday, July 24

phones closed

 

On Tuesday, July 24th, the phones for TOPS support will close at 1:30PM EST to give our team an opportunity to work on our new support tool.

You'll still be able to request support by submitting a support ticket: https://support.topssoft.com/hc/en-us 

We appreciate your patience while we perform this task. Phone support will reopen on Wednesday, July 25th at 9:00AM EST.

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Topics: Technical Support

Phone Issue 4/20/2018

Update: 2:34 pm - Phones are back online. We apologize for any inconvenience and thank you for your patience!

11:30am - Our inbound phone provider, Frontier, is currently down in our area. This means we are currently unable to take incoming calls. Our support team is still able to reach out to clients. If you need help at this time we request you submit a ticket at http://support.topssoft.com 

We do not have an ETA on when this issue will be resolved, but we will post updates here as we get more information. 

Thank you for your patience and understanding! 

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Topics: Technical Support

Technical Difficulties with the Phone System

Please be advised that one of our telephone service providors is currently experiencing technical difficulties throughout the state of Florida. As a result, TOPS' phone lines are down.

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Topics: Technical Support

New Changes Taking Effect in Support

Dear Customer:

As previously announced, TOPS Software's support services is making a number of changes in 2018 to better serve you. As a part of these changes, we are implementing an impact-based response system that will allow us to respond faster to clients with higher needs. Under our new SLA, clients experiencing issues that directly affect their ability to do business will receive a faster response time than clients with less imperative requests.

This Friday at 12:00 noon, TOPS Software will be deactivating the phone queue in order to put this new system in place.

After Friday, clients on premium support plans will no longer need to wait on hold for phone support. Rather, all clients can submit tickets, either by calling our support help line at (800) 899-5689, by submitting a ticket online at support.topssoft.com, or by submitting a ticket inside the TOPS [ONE] application via the help button at the bottom right of the screen. (We expect to release a similar in-app functionality for TOPS Pro and TOPS iQ users in the coming weeks.)

In addition to the above changes, we have also activated searchable knowledge base support for all TOPS products. The knowledge base provides 24/7/365 access to solutions for common issues our support team encounters. We encourage you to use these resources as your first resort for how to's and product questions.

Finally, we have added the ability to monitor support tickets that you've created, or on behalf of your entire organization via our support help center.

We expect these changes to help significantly reduce turn-around times on priority issues for clients and improve our quality of service overall. We thank you for your continued patience as we work to provide all of our clients with a higher standard of service.

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Topics: Technical Support

TOPS Phone Support Will Close Today from 4:45 - 6PM

Today, Thursday, Jan. 11, the phone lines for TOPS Client Services will close at 4:45pm and will reopen for the remaining normal service hours at 6pm EST. 

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Topics: Technical Support

New Changes in TOPS Support for 2018

Dear TOPS Customer:

Thank you for choosing TOPS as your technology partner! We value the opportunity to serve you and your team and your community management technology needs.

We're very excited about some of the great changes that we have made in 2017 and the additional changes we have in store for 2018.

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Topics: Technical Support, TOPS, Customers

 

 

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