SUPPORTRed Hen Systems provides three easy and convenient ways to access technical support:
- Phone: 970-493-3952
- Email: support@redhensystems.com
- Fax: 970-493-3938
Note: A current support subscription is required for telephone, email, and fax support (see Technical Support Subscriptions). Before contacting us, please collect the necessary information for our representatives (see Prepare for Support).
Hours and Days of Service
- Our support representatives are available to help you between the hours of 8:00 a.m. and 5:00 p.m. MST, Monday through Friday, except on holidays.
- Requests received after normal business hours (5:00 p.m. to 8:00 a.m. MST) are handled the next business day.
- For international customers unable to call, fax, or email during our regular service hours, Red Hen Systems provides online support services available to all users worldwide, 24 hours a day.
Resolution Time
Red Hen Systems knows your time is valuable and every support situation and problem is unique. That's why we make every attempt to answer your questions as quickly as possible.
Our goal is to resolve your problem the same day we receive it. In some cases, additional work may be required to duplicate a situation, which means resolution may take longer.
Prepare for Technical Support
When you realize you need to contact technical support, it is important to be at your computer with all relevant information available. This ensures the quickest possible service. If you are emailing, faxing, or calling with a question, please provide the following information:
- Technical support subscription number (if you do not have an active subscription, customers can purchase one at the time of inquiry; without a current subscription, you will be charged a $35 per call fee).
- Software product name and version number
- Product serial number
- Company and name of product purchaser, if different than self
- Names and versions of products used with supported product
- Type of Windows operating system
- Hardware used, including network hardware
- Exact wording of any error messages
- Task you were trying to perform when the problem occurred
- What you've done to try to solve the problem