Technical Support Information

U.S. and Canadian Customers

Experienced and professional SmartOffice help desk staff members are just a phone call or e-mail away. This group's sole mission is to help customers put SmartOffice to work in their practices. From providing general guidance to answering involved questions, the help desk staff is happy to help.

Each office (one or multiple locations) with 50 or fewer users may specify up to two technical support coordinators to interface with SmartOffice's technical support department. One additional technical support coordinator may be added for each additional 25 users. Naming support contacts in this way streamlines the support process by providing the organization a common point of contact for staff members and SmartOffice's technical support staff.

> Note: If you have a question regarding SmartOffice functionality, try searching SmartOffice's robust Help system first. From the profile menu, select Help/Training and select from the menu, which includes access to the SmartOffice Help System, training movies, user guides and more. Another valuable resource is the SmartOffice: Powered by Zinnia group on LinkedIn, where users share thoughts, ideas and questions with other SmartOffice users.

Before Contacting Support

Please have the following information ready:

• The name of the registered user
• A comprehensive description of the issue, including:

- The module being used

- How the issue occurred

- Whether the issue is consistent or random

- Whether the issue occurs for one or all users

• The exact text of any error messages (a screenshot is best if contacting the help desk by e-mail)
• Details about any recent changes made to the environment in which SmartOffice is being used:

- Has new network security been implemented?

- Is the user signing in from a new desktop or laptop computer?

- Has the SmartOffice administrator made changes to user rights or security settings?

The more information the user can provide, the quicker our support team can provide an accurate solution.

SmartOffice Online - Contact Methods

Email Support

Email: SmartOfficeSupport@zinnia.com

• Great option for non-critical issues
• Be sure to include the registered user's name in the body of the e-mail
• Please provide a complete description of the problem
• Turnaround time is 24 hours (Monday through Friday); however, in most cases, e-mail questions receive a reply much more quickly - usually on the same business day

Phone Support

Telephone: (855) 275-3249

• Best for urgent or complicated issues
• Support center hours of operation:

- 5:00 AM to 5:00 PM PT Monday – Thursday

- 5:00 AM to 1:30 PM PT Friday

- Closed on most major holidays

International Customers

SmartOffice customers outside North America can obtain Technical Support using the contact information below.

SmartOffice Australian Edition

Email Support

Email: support@ebix.com.au

• Great option for non-critical issues
• Be sure to include the registered user's name in the body of the e-mail
• Please provide a complete description of the problem

Phone Support

Telephone: 1800 331 018

• Best for urgent or complicated issues
• Support center hours of operation:

- 8:30 AM to 5:30 PM AEST/AEDT Monday – Friday

- Closed on most major public holidays