Frequently Asked Questions

If you have any questions about the Close Support product range then please contact us and we will do our best to provide an answer. This page has answers to some of the questions you may have.

What are the ways that users can report problems to the help desk?

Verbally - probably by phone
By email - requires the Close Support Email Responder
Using the company Intranet - requires the Close Support Web Module

Are the prices quoted for individual technicians?

The prices quoted are for the unrestricted use of Close Support Help Desk Software on a single domain. This means that you are licenced to install the helpdesk software on as many workstations as needed and connect them all to one shared database. There is no limit to the number of technicians or the number of end-users.

What assistance is available to help get me started?

The main source of information is the built-in help facility. Open the Close Support desktop and click on Help, Close Support Help. The help file includes a section called "Getting Started". This has lots of information on how to populate the registers and start logging help desk calls. Another source of information is this list of FAQs. If all else fails then fire-off an email to support@closefitsoftware.com and we will happily provide the required advice and guidance.

What are the payment options? Will you take a purchase order that is faxed to you? Do you require a credit card?

We take payment through our eCommerce partners, ShareIT. They have a web based system for payments and provide the following payment options; credit card, bank/wire transfer, check or cash. You can also order by fax if you prefer not to disclose your details to a web based service. Their US based support team are on 1-800-406-4966 if you want any further information on payment options.

What is the method of software delivery? CD or download from the net?

When we receive confirmation of payment from ShareIT we send out a licence key that puts the help desk software you already have in fully licenced mode. Attached to the email is also the files and instructions needed to install the Web Module (if purchased) and the "Local Reports" database (if the Advanced Desktop or Enterprise Edition is purchased). So basically you already have the software installed as part of your evaluation.

Does the software come with a specified time period for a money-back guarantee?

We would prefer you to be absolutely sure about the product before making the purchase decision. To that end we are happy to extend your evaluation period for as long as you need (within reason!).

How long is the warranty period? Will any updates be free during this period? What is the annual maintenance fee after the initial period?

You get the first years support and upgrades cover as part of the initial purchase. Subsequent years cost between $69 and $149 depending on the modules you have purchased. Full details of costs are on the product purchase page.

Can I import data into Close Support Help Desk Software?

Yes, although this must be done with care! Close Support data is in CloseSupportBE.mdb and you have full rights to that file. In other words you can open it as an Access database and do what you need in the way of data imports. I suggest that you take a copy of this file before you start and that you import your data into new tables then create the required append queries to transfer the data into the Close Support tables. All the table and field names in Close Support are self-explanatory but if you need any assistance then please contact our support team.

What happens to the data that I enter during the evaluation period?

Don't panic! When you purchase Close Support you will be issued with a new software key that will allow the software to operate in fully licenced mode. The database that you connect to is exactly the same as during the evaluation period. You will still be able to access all the data you entered during your evaluation.

How can I order and pay for Close Support?

Visit our product purchase page. Our eCommerce partners, ShareIT, deal with the ordering and payment processing. The purchase is made online and they accept a wide range of payment methods including:

Credit Card
Switch/Solo
Bank/Wire Transfer
Check
Cash

Does Close Support have a Knowledge Base?

Yes - the Advanced Desktop has full Knowledge Base capability. Knowledge Base articles can be added on conclusion of a call or composed as new at any time. The Knowledge Base is fully-searchable and, using Close Support Web, can be searched, viewed and edited from a web browser.

Does Close Support provide e-mail notification to the person logging the call?

Yes - but only in the desktop product, not in the web module. Preformatted emails are available to send to user, analyst and level 2 support at any stage of the call progression. Additional information can be added to the emails and this is all captured in Call History. There is also an optional module, the Email Responder, that monitors a specific MS Outlook 2000 folder and generates support calls from emails.

Can support staff access Close Support via the Web?

Yes - this functionality is available with the optional Web Module. It requires you to have a Microsoft IIS web server that runs Active Server Pages (ASP). With the Web Module up and running, you can access Close Support data from the internet or your intranet. If running on your intranet then the module can be configured to utilise network authentication of your users. The Web Module is available as an add-on to the Advanced Desktop and is included in the Enterprise Edition.

You can try an online demonstration of the Web Module. Login as analyst to try it out (password is analyst).

What is the average time taken to log a call?

This depends to an extent on how the call arrives at the support desk. A call submitted via the web (or intranet) comes with user details, priority, call type, software, description and details. The analyst's time to log this type of call is less than one second. If the call is received by telephone or email then the analyst time is 2 - 3 seconds plus the time taken to copy and paste or type in the call details. Significant use is made of self-generating dropdown lists to aid data entry and consistency.

What are the system requirements for Close Support?

See our information on System Requirements.

Does Close Support work with Citrix Metaframe?

Close Support is a standard MS Access application. It will work ok with Windows Terminal Services and Citrix Metaframe.

Can I become a partner and sell your products?

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