At Fresche, our customer support department is the heart of the communication between our Customers and our company.
Our vision is to achieve a level of support excellence that exceeds your expectations and differentiates Fresche in the marketplace by providing rapid responses to your requests, timely problem resolution, as well as up-to-date service and installation information.
Within Fresche Support, we have teams organized by product line. This approach lets our staff focus on specific technologies, while maintaining general knowledge of the other products.
Our support professionals possess the skills to help you identify the source of your problem and rapidly address it. They also benefit from the in-house expertise of their colleagues from the product development teams. This means that you always have access to the right level of expertise when you need it.
How can we help?
Fresche’s global support team is here to assist from 9am to 5pm, Monday to Friday, in your time zone. However, as we operate a global support team, we will endeavour to assist you outside of the above mentioned business hours, Monday to Friday, wherever possible.
Customers on software support can report software problems, receive workarounds, access our knowledge base and forums, and receive product updates which include new builds and new versions.
These new builds and versions include bug fixes and new functionality.
What’s the Procedure when contacting support?
The procedure for placing a call with Fresche Support is simple and straightforward. In a nutshell, you contact us and tell us your problem, and we resolve it to the best of our ability.
Whether contacted via telephone, web or email, the support team will typically require the following:
- Your name, company name and how you’d like to be contacted.
- The product, version and the platform.
Information about the problem or question:
- Brief summary of the issue/request, including any error messages.
- The steps required to recreate the problem (if possible) and any supporting files, e.g., problem report, customized solution files, etc.
- The priority that should be attached to the call.
How to Reach Us
Choose the contact method that suits you best:
- Reach us by e-mail: firstname.lastname@example.org
Phone us at the location nearest you:
- Toll-free in North America: (800) 361-6782
- Toll-free from France, Germany, UK: 00 800 361 67 82 0
- Toll-free from Australia: 0011 800 361 6782 0
- All other locations: +1 (514) 747-9494
If you purchased your Fresche products from an independent distributor, consultant or reseller, please call that office for information about their support services.