SupportImage“From my experience, MadCap Software offers the best technical and sales support of any company I have dealt with.”

—Richard Lema | Oakley Networks

3 Reasons Why MadCap Technical Support is Awesome:

Here at MadCap Software, we believe that great technical support is just as important as our award-winning products. Because we’re committed to providing exceptional customer support, our customer service representatives are not outsourced, and are available for extended business hours, to help you find answers to even the most challenging technical support issues. Here are three reasons why MadCap Tech Support simply rocks:

1. Satisfaction = Great Products + Great Support

When you’re thinking about buying a technical authoring product, you need to know that the software provider is backed with experienced and dedicated support engineers. By combining free trials of our products with free trial support, MadCap Software provides you with a complete real-world experience before you buy.

2. We Have Lots of Experience

Our team of technical support engineers undergo rigorous product and customer support training to ensure the best possible experience, and no question is too simple or too difficult. Plus, with direct access to the product engineering team, even your most challenging questions can be solved in a timely manner.

3. We Won’t Make You Wait

Get in touch with a support engineer quickly, without long wait times. As a matter of fact, our average wait time is less than one minute! If you can’t get through immediately, we’ll even call you back at a time most convenient for you.

 “You folks are TOTALLY AMAZING! I’ve never seen such a fast turnaround to resolve a software issue! You fixed the problem the same day it was reported. All I can say is WOW!!! As always, thank you so much for your help!”

—Dan Austin | Senior Help System Developer, Gibbs & Associates 

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Why Purchase a Maintenance Plan?

A MadCap Software maintenance plan is the best way to ensure you have access to technical support resources when it matters most. You can choose from three support plan options – Bronze, Gold or Platinum – and receive telephone and email support from our award-winning, in-house technical support team.

1. Product Upgrades!

We regularly develop new versions of our software to incorporate new features and suggestions received from our customers. A maintenance plan is the best way to stay up to date with the latest version, and MadCap guarantees at least one major upgrade during a maintenance period.

2. Extended Support Hours, Unlimited Inquiries and More

MadCap’s premier Platinum Maintenance Plan provides customers with the ultimate support plan. Send projects directly to senior engineers, get extended phone and email support hours, enjoy unlimited support inquiries, and more! Plus receive special invitations to Beta test new products and releases throughout the year.

3. Our Award-winning Support Team

We are committed to providing exceptional service and support to each and every customer. Our in-house technical support team works directly with the development teams to ensure that every customer receives the best possible support.

4. Quick ROI

The cost of a one-year Bronze Maintenance Plan is less than the cost of a single license upgrade. Since you are guaranteed at least one major version release during your contract, adding maintenance not only gives you access to technical support, it saves you money on all the upgrades during your maintenance term.

  “MadCap’s Platinum Support is the greatest product on the planet. Your personnel are kind, knowledgeable, and most of all patient. I am so happy that I switched to Flare (from FrameMaker and RoboHelp).”

—Pamela Coca | Documentation Manager, Compressus, Inc.

You can read more Technical Support customer testimonials here. To find out which Maintenance Plan makes the most sense for you, click here.

 

About The Author

Jennifer White

About Jennifer White

Jennifer White, a Product Evangelist at MadCap Software, has over 15 years of experience in writing, broadcasting, public speaking, marketing and social media management. Jennifer has also served as a social media manager, blogger, on-air host, writer and content provider for CBS Radio and Fox TV.

Last Modified: October 16, 2014

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Comments

  • techwriterkai March 27, 2014 at 12:48 AM

    Agreed: MadCap’s support IS stellar and contributes a lot to the satisfaction with the product. Wait times are best experienced during US business hours, but before 4 pm Central European Time they can be a bit more drawn out…

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