Hours of Operation
Our business hours are Monday through Friday, 8:00 AM to 5:00 PM Eastern time (UTC-4 or UTC-5 depending on Daylight Savings Time).
- Extended support hours (8:00 AM to 8:00 PM) are available for Customer Success Plan subscribers.
Within Scope
Support is intended to resolve issues experienced with the installation, operation, and maintenance of FeneVision software. Examples of common topics within the scope of Support are:
- Error message troubleshooting
- Providing functional documentation
- Software installation assistance
- Software license troubleshooting
- Minor setup and configuration questions
- Bug reports
- Software feature requests/suggestions - see Feature Requests and Customizations
Outside of Scope
The following items are outside the scope of Support:
- Billing/Collections questions - please enter a ticket for billing support: https://billing.support.cyncly.com/hc/requests/new
- To follow up on existing tickets, please contact billing.support@cyncly.com or creditcontrol@cyncly.com
- Local IT issues involving hardware, networking, and server infrastructure
- Issues with any non-FeneVision software including, but not limited to, accounting software (QuickBooks, Sage), operating systems, antivirus software, or machine software (HEGLA, LiSEC, Bottero)
- Direct interaction with our customers' customers (dealers and contractors using WEB)
Outside of Scope - Project
The following are examples of common topics that are outside the scope of Support, but can be addressed through a Professional Services or Development project (for these, contact your account manager):
- Server setup, upgrades, and migrations
- Including recovery assistance for ransomware/malware, database corruption, or other data loss
- Maintenance or modification of any custom functionality (not part of the base FeneVision software).
- Changes to product configuration (BOM Parts, Options, Attributes, Pricing, Shower Scripts, etc.)
- System performance/speed issues
- Training sessions
- Report development, customizations, and changes to existing custom reports
- Including database queries to retrieve data similar to a report
- Work Route and Capacity setup
- Order Import/Export setup
- Module setup such as new machine interfaces