Technical Support

What and How?

Every bit as important as how well the software works for you, is how well that software is supported. To that end we are always striving to improve, and always encourage your input as to how we might best do that.

Your subscription to our technical support services includes unlimited support for any software we provide, for scheduled phone trainings during regular hours, access to all training videos and manuals, access to the members’ area of our website, as well as free use of the software.

There are numerous avenues available to access technical help from a Scott Systems support tech.  If you just need an answer to a question, and are not in a time-sensitive need for it, you can send an email to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it . You will receive a response to your email within 24 hours (and often within minutes.)

For more immediate needs, we suggest you go to our website, www.scottsystems.com,  and click on the button marked: Chat with a Support Tech.  Your request will instantly appear on each of our techs’ desktops, and the first available tech will respond, and discuss your question or problem with you.

Should your issue require more than just an answer to your question, the tech may request that he or she connect to your computer to take a look around. Any and all software or data related problems can be solved using this method, and most issues are dealt with in just a few minutes.

By the way, if you are a MaxxTraxx Pro CE user, you have an even more direct path to Support, with the recent addition of a new button at the top of your MaxxTraxx screen that takes you directly into Chat with a Support Tech without having to go first to our website.

And of course, there’s always that old, somewhat outmoded device, the telephone.  You can still call our support line, 800-996-9777, and choose the appropriate path to reach one of us.

If you have an emergency, which we define to mean that you are no longer able to use the software to write up an RO, or cash out your customers, choose the Emergency line. (Please don’t abuse it.) Whenever a call shows on the Emergency line, every tech will attempt to put their current, non-emergency call on hold to answer your call as quickly as possible.  If there is not a quick solution to your problem, they will politely ask their current caller to be placed on a "call back" in order to take care of a “down system.”

If your call is not an emergency, choose regular technical support, and if all techs are currently on another line, you may leave a voice mail that will be returned as soon as a support tech is available or within two hours.

If your call is not returned within that two hour limit, call back and choose the 2nd Call line, which tells us that although you are not an emergency, you’ve been waiting too long, and again, we will attempt to answer your call immediately.

While we realize that many of you form “attachments” to one tech or another, for whatever reason, (nice voice, always fixes my problem, knows my problems, etc.) we discourage calling directly to any one tech.  Our rule is that if we receive a call to our direct line, we are to put that call on the open support call schedule, and the first available tech will return the call.  That way folks aren’t anxiously awaiting for a call back from their favorite, not knowing that he or she is locked into a four hour support call.

Support hours are currently from 7 am to 5 pm Pacific Time. If you have a specific need for help after our regular hours, you can schedule after hours support, and you will be charged based on current after hours rates. Most support, however, can be done during regular hours, for which you pay nothing extra.

Note that we do require you to have a high speed internet connection in order for our techs to connect to your machines whenever that is necessary to diagnose a problem you are having.
So that’s a quick overview of how we do our support.