Technical Support Services

Customer Support is the cornerstone of Ten Key's business philosophy. We understand that getting technical support from software manufacturers can be very frustrating and time consuming. Ten Key's technical support staff answers the phone, or personally returns your voice mail or email. We do not have an automated attendant, so if our technicians are busy with a customer, you will be asked to leave a message or send us an email, which will be returned promptly.

Ten Key Technical support requires a credit card (Visa, MC, Discover) authorization prior to service.

Technical support is available in four mediums:

Email Support	Internet Support
Telephone Support	On-Site Support

 

Email Support Ten Key Technical Support QuickBooks® Microsoft Word® Microsoft Excel® Microsoft PowerPoint® Microsoft Project® Microsoft Windows® Microsoft Access® Symantec ACT!® Various Other Software Email $15/15 minutes, then $2/each add'l. minute Phone $2.00/minute Remote $2.00/minute Pre-paid Packages 60 minutes $100 100 minutes $150 Compare to Intuit Support @ $40 per 10 minutes Submit questions by filling out Technical Support Request Form In order to answer a support question by email, it is imperative that you be very specific. If your question has something to do with your data, you may want to backup your data file and attach it to the email. This could be a QuickBooks® company file, a Word® document, Excel® spreadsheet, Act!® database, or Project file. All information transmitted via this form is encrypted. An example of a question requiring a data file might be, "When I am reconciling my bank account, why doesn't my beginning balance match my bank statement?" or "Why don't these numbers in my spreadsheet add up correctly?" These types of questions would call for our technician to view your file in order to find the error. Your file is promptly deleted once you question is answered. If your question is too complex to handle via email, it may be necessary for our technician to call you with further questions, or provide you with remote support via the Internet. If your question can be answered by email, there is a $15 per incident charge. If the incident requires more than 15 minutes, then each subsequent minute is billed at $2.00 per minute. If it becomes necessary for a ProAdvisor to call you or connect remotely, this support is billed at $2.00 per minute. You are only billed for support time and not other conversation. Our Guarantee: Ten Key promises to respond to your email question within 24 hours of receipt or you will receive a 20% discount off the entire incident. If your question is not a support question, or if your question is not answered, you will not be charged. Telephone Support at 404-475-1477 or 1-800-ASK-KEEN extension 0153420 (Click on KEEN for information on how this service works)   Many types of questions can be handled with Telephone Support: Software functionality, How-To questions, formatting, etc. What are difficult to answer without seeing your file, are troubleshooting questions. These might require that you attach a backup of your file to an email so our technician can review it. Your file is promptly deleted once your question is answered. Telephone Support is billed at $2.00 per minute with no minimum required. Compare this to Intuit's phone support at $40 every 10 minutes ($4.00 per minute!) Check out our pre-paid support deals to save even more money. Which number should I call? 404-475-1477 or 1-800-ASK-KEEN extension 0153420 When dialing our local number, we have direct control over your billed minutes, so if you have questions that are not support questions, you will not be charged for those minutes. We can also guarantee that if your question is not answered, you will not be billed. When dialing our 800 number at KEEN, you are charged for every minute, so be sure that your question is a support question, and that you have all the information at hand which our technician may need in order to give you an answer. KEEN is the engine behind the QuickBooks® Live Advice Center. On the Internet, go to www.Quickbooks.com & link to the "live advice center". Ten Key's certified QuickBooks® ProAdvisor, Patricia Hendrix (Keen Speaker name = Tricia Hendrix) is a registered Keen Speaker. This enables customers anywhere to reach her with QuickBooks® and other software questions using a toll free 800 number. Keen requires that you deposit money in an account using your credit card, check or money order prior to receiving service. They give you $5.00 free when you sign up. This is a great service if you are sure your question is a support question, and not a sales question. You are charged for your Keen call no matter what, so while we are confident that we can answer your question, we cannot provide the same guarantee as when you call us directly. If you're not sure if your question will be billable or not, send us an email and we'll let you know. Support@Ten-Key.com Internet Support From our computer to yours: Remote Internet Technical Support This remote connection uses WebEx.com to facilitate encrypted communications between our technician's computer and your computer. Fill out this Technical Support Request Form to setup an appointment or call us at 770-475-1477. What can I expect? Prior to your appointment, our Ten Key Technician will email you with a web address and session number. They will call you at your appointment time to assist you in linking up. When you read the email, you click on the web link to launch your browser, then enter the session number when prompted. At that point, your computers are linked. The technician will request control of your application and you will answer yes. Now the technician will work with you to solve your problem, answer your question or provide training. Internet support can be used for questions and problems, training, off site data-entry and payroll preparation services. It is billed at $2.00 per minute with a $30 minimum and requires an appointment and a pre-arranged credit card payment. Ten Key will cover all connection charges incurred from WebEx and long distance charges (in the continental U.S.) if simultaneous telephone contact is necessary. If you are unavailable at your pre-arranged appointment time, you will still be billed the $30 minimum. Appointments can be canceled or rescheduled at no charge with a 24 hour notice. On Site Support for Metro Atlanta, Georgia is available for $95 per hour with a minimum of 2 hours. This charge is due regardless of outcome, so it is recommended you discuss your question with your ProAdvisor ahead of time. There is an additional trip charge for clients outside a 40 mile radius from Alpharetta, Georgia. As a Certified QuickBooks® ProAdvisor, Ten Key has a special Tech Support Hot-Line to Intuit. The wait time is very short, and we have access to higher-level support engineers. If you have a question your ProAdvisor cannot answer, having this access to Intuit, at no additional cost to you, is a valuable asset. Use this form to send email support questions, or to set up an appointment for telephone or remote access support. Also use it if you're not sure your question qualifies as "support". If it is a sales question, you will not be billed.