About Our Customer Support
Our Support Team is available by phone or E-mail.
We've found that our customers quickly learn to use Campground Master on their own
and require very little support -- assuming that they have read the documentation.
As a result we're able to offer technical software support for anyone who needs it, without charging an arm and a leg.
However, we do request that you read the documentation before asking us for help, at least to the point
of making a reasonable effort to find the answers to the most common questions yourself.
E-mail is preferred for both support and inquiries -- you will likely get a much faster response with better information if you send
an E-mail with the details of your question or issue. If you call (or send an E-mail requesting a call back), then your request may
be delayed as available time for phone support is much more limited.
Phone support is typically available from 8:00AM to 5:00PM (Arizona time), Mon-Fri. Weekend phone support available for emergencies
or by special request, availability is not guaranteed. Note that we do not answer the phone directly -- you will need to leave a message with the details of your support issue.
We will prioritize your call according to the issue described (and whether your support subscription is current), and will call you back when available.
E-mail is checked regularly, even on weekends, and often gets the fastest response.
We pride ourselves in friendly and professional service both before and after the sale. Whether you have questions
about the software or need technical support, we will do our best to accommodate you.
We don't use impersonal automated "support tickets" here -- it's all personal, one-on-one support whether it's by phone or E-mail.
Take a look at what some of our customers say about our support team on the customer comments page.
That said, please understand that Campground Master is sold as a "do-it-yourself" program. We expect you
to be able to use the detailed documentation to learn the system and as a reference before calling for support.
This is why we're able to provide the program at such a low cost, and only charge $100/year for support and updates
rather than $500 and up as our closest competitors do.
- Most issues can be handled easily by phone or E-mail, so we don't remote into your computer unless deemed absolutely necessary by us to diagnose a real bug in the software. We will not remote in by request.
- We will help guide you to the part of the documentation that has the information you need, and will help you through
specific issues that you're having trouble with getting to work if the documentation isn't specific enough.
- We don't provide on-site or remote training or setup.
Is there a time limit to the support?
If you need help years down the road for an urgent problem (e.g. a lost login or database can't be loaded), we won't leave you out in the cold.
We'll also support older versions to the extent of answering simple questions.
However we do require you to keep current with updates subscription if you need extensive help (especially due to personnel change), or you're trying to reconfigure the setup, reload data, etc.
Note: Support does not transfer to new users -- click here for more details.
However, there are certain limitations to normal support:
While we pride ourselves in the depth and availability of our support, which goes far beyond even the expensive support available
with most software companies, we must make certain reasonable disclaimers.
We will do our best to answer any questions and solve operational problems, and provide limited walk-throughs on functions of our software
if the documentation does not include the necessary information.
However we cannot provide extensive configuration services or comprehensive
training, or provide support for basic Windows functionality, 3rd-party software, Windows or router networking configuration or hardware not purchased from us.
If the documentation or a newsletter has detailed information on solving a problem, or if we can E-mail the
steps to you, we will expect you to work through it on your own time rather than having us walk you through it on the phone.
The normal support included with the initial license and annual updates applies only to the original purchaser or licensee of the software.
If your business changes ownership, we require a support transfer fee in order to continue support.
Click here for more details.
This transfer fee may also be required when there's a change in management
or primary software users, if such a change results in us having to instruct the new users in the basic functionality again.
- Advanced Customizations functions included in the program are present for the purposes of custom programming.
While these are available and documented for potential use by 3rd party programmers, they are not designed to be used by the
typical end user. Any support for these functions beyond answering simple questions about them will be considered custom development
and thus not covered by standard support.
- Configuring or troubleshooting 3rd-party programs such as QuickBooks, Excel, etc.
- Walking through extensive setup procedures, beyond giving the necessary information required for you to do it yourself.
- Correcting mistakes created by operator error, when the correction requires extensive manipulation of reservations or other data to
straighten things out. We will try to explain what needs to be done, but you'll need to do the work.
- Troubleshooting any issue that's a general Windows issue, networking issue, etc that's not a direct result of Campground Master.
We also reserve the right to limit or stop support to customers who become abusive, or who repeatedly call with questions
that have already been answered in the documentation or previous responses (we expect customers to fully read the documentation, rather than call us with
every question), or who have high staff turnover resulting in repeated calls from different people about the same basic functions.
We will also cancel all support if we believe the license is being abused in any way, such as being copied and used
at another business or used for competitive purposes, or if we believe our copyright or trademark is being abused by the customer.
"Once again, I can't thank you enough for your outstanding support. I know I've said this before, but truly your
response time is amazing...
You really have a great product. I can't say enough about it!"
- J. Hussey,
Whit's End Campground