Introduction
The Executor's Resource customer support team exists to help you get the most possible value from our legacy management software. It's our top priority for ensure you have a positive, successful experience with the services you have purchased from us. When things go wrong, we are here to help resolve the situation. This support policy describes how Executor's Resource customer support services work, and how to get the most benefit when problems arise.
Eligible Contacts
If you are the primary registered user of any product from Executor's Resource and your account is current, you are eligible for support. If your account has expired and you wish to renew, contact us and we'll be glad to help.
Support Fees
The price for standard customer support services is included in your annual subscription. There are no additional fees for standard support.
Support Hours
Executor's Resource customer support team is available during normal business hours. Our normal business hours are 8 AM to 5 PM Mountain time, Monday through Friday. Executor's Resource does not provide support on company holidays.
Response Time
We strive to provide industry-leading quality of service, and we answer questions in the order they are submitted. However, we can't guarantee any response or resolution times. Our goal is to provide an initial response within one business hour to standard support issues submitted by email or web form. For urgent or emergency issues, contact us by phone.
Priority Definitions
Whether you create a support ticket by email, web, or phone call, we want to treat it with the appropriate level of urgency. Please use the following severity levels to help us prioritize our support work load.
P1: Critical - The service is completely unavailable or inoperative.
P2: High - There is a problem with the service where a significant feature does not work correctly, and there is no workaround.
P3: Medium - A minor feature isn't working at all, but there is a workaround. This is the default priority for new issues.
P4: Low - Your ability to use the service is somewhat impaired, or there is a cosmetic problem. This priority level is also used for new feature suggestions and enhancement requests.
We work on P1 issues around the clock until service is resumed. We work on P2 issues at the exclusion of all other work during normal business hours.
Required Information
When you report an issue to customer support, we need certain specific details in order to reproduce and diagnose the problem. Be prepared with this basic information:
• Your name and your financial advisor's name (if applicable)
• Your username and phone number
• Brief description of the symptoms of the problem
• What you have already tried in order to resolve the problem, and the results
• Whether you can reproduce the problem using your own account
• The urgency of the problem
Boundaries of Support
We provide help using the software developed by Executor's Resource, but we aren't financial planners or legal advisors. Therefore, there are certain types of questions we are glad to answer, and other types of questions we will not and can not answer.
We can answer questions like the following:
• How do I upload multiple documents at the same time?
• I'm getting this error message. What does it mean?
• Why can't I edit the value of this field?
• This screen is very slow to refresh. Is something wrong?
• This feature works fine in Windows, but not on Mac OS.
• How do I give my spouse access to this data?
We cannot answer questions like the following:
• Can you recommend an attorney?
• What are the tax implications of this type of investment?
• Should I enter information that I want to hide from the IRS, or leave it out?
Alternately, you may create or update support incidents through email, by sending a message to support@executorsresource.com
For normal support by telephone, call us at 1-866-645-6051
Updates and Changes
We may change minor details of the Executor's Resource Support Policy at any time.
If we change any significant details of this Support Policy, we will contact you well in advance to let you know.
