Internet Support

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Internet (E-Mail) Support
Our goal is to provide our customers with fast, efficient, support seven days a week.  Internet Support is generally faster than phone support.  We can do this if you will please use the form at the bottom of this page to contact us for Technical Support, Questions, or Comments.  You need to be aware that our responses to support requests sent by regular E-Mail to one of our E-Mail addresses will be delayed several days, and may not even get to our support desk.  See our Internet Support Procedure dated Aug 31 2004 on the Keeping In Touch page.

Explain your problem in detail.  The more information we have, the faster we will be able to respond with helpful information.  Please describe the specific steps you went through when the problem occurred.  We are interested in the following kinds of information:

If there was an error message, exactly what did it say?
When did the problem begin?  Has this same operation worked in the past?  If so, what has happened since the time it last worked and now?                       
Have you recently re-installed CompuDance?  Did you have a system crash? Do you have a new computer?
If it is a printer problem, do you have a new printer?  What report are you trying to print?  What font/font size are you using?

       What version of CompuDance are you running? (Click File, then About CompuDance.)
       What version of Windows do you have?  2000, XP, Vista?
        What is your Purchase Certificate Number?

Be sure to check the FAQ page first.  Often you can find an answer there.

We monitor Support Requests hourly during regular support hours Monday thru Friday (Eastern Time).

Regular E-Mails not on this Support Form will be delayed several days.

Telephone Support
Toll-free telephone support is available seven days a week at 1-888-248-3679.  When you call, please speak slowly and clearly; leave a brief message, and be sure to include an area code.  Please repeat the number slowly so that we are certain that we have it recorded correctly.

The answering machine will let you know roughly when you can expect a return call.  Usually, there will be a specific time mentioned ("Within 30 minutes," or "At 2:00 after lunch," or "Later this morning," etc.  "As soon as possible" means no longer than two hours.  We return calls in the order in which they are received.  It is not possible to schedule return calls for specific times.

If your phone is busy, or we reach a fax machine, or there is no answer when we return your call, we will usually not call a second time.  If we reach your answering machine, we will leave a message telling you what time we returned the call.  If you call us back, you must use the above toll free number.  Do not call the number we used to call you!  We use those phones only for outgoing and personal calls.  We will not receive your message on those phones.

When you call please be prepared to tell us 1) specifically what version of CompuDance you have; 2) what version of Windows you have; 3) your Purchase Certificate Number!

As of August 1, 2006 we no longer  support  CompuDance Versions 5, 6.0, and 6.1.  Also, we can longer guarantee support for Dot Matrix printers.
Finally, we can only guarantee support for CompuDance running on Windows 2000, XP, Vista or Windows 7

 Current Telephone Support Hours  -  2009  

               Calls will be returned as follows:     
          Monday, Tuesday, Thursday: 9:00AM to 4:00PM
                   Friday: 9:00AM to 5:00PM
                 Wednesday:  10:00AM to 7:00PM
               Saturday and Sunday: Not Available
                            Above times are Eastern Time.
We are available to schedule specific times on weekends and evenings for training and or support for users registered with Annual Support for your convenience. 

Or call us at 888-248-3679 to set up a monthly plan of $10 per month