Surpass

Surpass Support

Overview

Many Surpass users believe that the best feature of Surpass software isn't in the box - it's on the other end of the phone! The Surpass Support Team is standing by, ready to answer any of your questions and to help you work through any problem you might encounter using any Surpass software application.

Whether you use Surpass SL, Surpass Select, or Centriva, all librarians and their staff are entitled to call our support hotline for help, not just those who have attended vendor training. Our approach of direct-access support is quite different from some of our larger competitors who believe that their "centralized" automation systems should only include "centralized" support, where only a few of your district-level or system-level personnel are entitled to call for support and all individual librarians must funnel their support requests through those few people.

At Surpass, we feel that when you have a question you should be able to reach for the phone and receive expert vendor assistance in just a few minutes with a simple toll-free phone call and no hold time and without complicated phone menus that attempt to direct you to so-called "automated" help

Surpass Support Benefits

As a subscriber to the Surpass Support service, you will receive the following:

  • No-hold, toll-free (US) Surpass Support hotline for assistance with questions regarding Surpass software products. If you have ever used telephone support from other software vendors, we think you will be pleasantly surprised. There is never a long hold time when waiting to speak with one of our support representatives. If we cannot answer your call immediately, we take a message and call you right back - nearly always within 30 minutes, and usually even more quickly.
  • Special technician's hotline to allow your technical staff to have fast, direct access to top level Surpass technicians to deal with problems that are technical in nature.
  • Fast-response email. Subscribers may have their questions answered by email. During business hours, most emails are answered within minutes.
  • Live online chat with support technicians. This is a great option for live support when your phone isn't beside your computer and you don't wish to email.
  • Access to the Surpass Support Knowledgebase. The extensive, searchable, and constantly growing Knowledgebase here at SurpassSupport.com is available to you 24 hours a day. It contains a wealth of clear step-by-step, how-to information to help answer your Surpass-related questions and solve most technical problems.
  • Never out-of-date software. Your subscription entitles you to FREE updates for all Surpass software products you own. You will receive notification as soon as they are released. Most Surpass Support subscribers agree that the value of software updates alone is well worth the rate of subscription!
  • Access to the Surpass Wish List. Speak your mind at the Surpass Wish List. We encourage you to share with us exactly what sort of new features, improvements, or enhancements you would like to see in your Surpass applications. We take all user suggestions very seriously. In fact, many of the useful features now found in Surpass software can be attributed to feedback from Surpass users just like you. The Wish List give you direct access to the development team... something you'll find quite rare in today's industry!
  • Inside access to SurpassSupport.com. SurpassSupport.com is our private web site available exclusively to Surpass Support subscribers. You will undoubtedly find it to be a most helpful resource. In addition to the Wish List, Knowledgebase, software downloads, and online chat, SurpassSupport.com contains many helpful articles, weekly tips, product documentation, the latest information about and previews of Surpass software, and much more.
  • Data repair services. If your Surpass database becomes damaged due to system failure, sabotage, or other causes, our experienced technicians will do everything possible to quickly repair and restore your damaged files and to get your system working smoothly again.

In Their Words

Surpass Support is the best in the business! But don't just take our word for it! Ask around. Call our references. We're confident that you'll consistently hear about the quality of Surpass Support. Here's what just a few of our customers have said:

"I just wanted to compliment you on the excellent support that you and your staff provide. I think I have been using Surpass for around 14 years and I have nothing but good to say about your company. Your service technicians have always been readily available and extremely helpful and courteous...I am very appreciative of the way you have always sought input from your users and at how quickly you incorporate their requests into the software updates. I only wish that all vendors were as helpful and cooperative as the Surpass team!"

Rhonda Crouch
Mayfield Elementary, Mayfield, Kentucky

"I just wanted to let everyone know what a great job Sara did with the webinar today...Thanks again, Sara, and everyone at Surpass. I'm looking forward to future webinars!"

Shirley Alder
Jasper Public Library, Jasper, Tennessee

"No question is too simple or seems trivial to them. They respond immediately, walk me through the steps while I am on the telephone, and then follow-up to see if I have been successful."

Vivian J. Scott
Library Media Specialist
Savannah Arts Academy, Savannah, Georgia

"The first time I called customer service and got the "we will call you right back" message, I thought, "yeah, right." However, I received a call within five minutes and my problem was fixed quickly after that. The Surpass team is wonderful, courteous, friendly, knowledgeable and helpful."

Laura Byrd,
Media Specialist
Williston High School, Williston, Florida

"The support provided [by Surpass] has truly been stupendous! The phone and email support is positive and quick. We have provided positive references for the software to various other libraries that are reviewing library automation packages."

Amy Dlouhy
Holy Innocents Episcopal School, Atlanta, Georgia

"The support, though rarely needed, is superb. Questions and problems are handled quickly and accurately and downtime is very minimal."

Beverly Stewart
Tunnel Hill Elementary, Dalton, Georgia

"Thanks so much. I've never had anyone answer their email so fast and so well. [Support] has been extremely helpful and patient"

Brian Agar
St. Clair College, Ontario, Canada

"Surpass Support continues to be wonderful"

Sharon Lyskowinski
New Castle Chrysler High School, New Castle, Indiana

"The support is the best in the business, the price is quite reasonable, and programs do everything the others do, only better!"

Jean Rademacher
Lansing Catholic Central High School Library, Lansing, Michigan

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Contact Surpass Support

Telephone

1-888-313-7678 North America
+1-407-909-1696 International
407-909-1815 Fax

Web Chat

Available Monday-Friday 8:30-5:30 ET

Mailing Address

Surpass Support
200 E Lake Sue Ave
Winter Park, FL 32789-5759
USA

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