Standard Technical Support

Technical support is available 7:30 AM – 4:30 PM PT, Monday through Friday, except on TCS holidays.  Should there be a need for additional emergency Support Services after-hours, on holidays, or weekends, a technical support representative will be available on-call.  Emergency support services shall be limited to system wide outages only.  If emergency support services are requested for non-system-wide outages, TCS will invoice Licensee for such support at the current fee-for-service rate.

Technical support requests should be sent to with supporting information that identifies the Error.  TCS will respond within one (1) business of all support requests.

If the Parties determine that the root cause of the issue is not an Error, but another issue impacting the Software such as a custom import or export process, hardware, other third party software, network operating systems, or other technical environment issues, then TCS shall not be obligated to provide Support Services.

Any technical support request that are determined to be enhancement or configuration change requests will require a fee-for-service agreement and invoiced at the current fee-for-service rate.