How do I obtain support
Support is available via email (fastest) and phone. We have a team of professionals wanting to help.
Generally, all email inquiries are answered well within one working day. Non-Emergency support phone calls are normally returned next business day.
Emergencies (system down, consultant on site) phone calls are returned within 120 minutes. At times some replies may take longer than one day due to the nature of your inquiry or during peak support demand.
Training & longer Q&A sessions should be performed by appointment.
Support is available during normal business hours Eastern Standard Time with emergency support (cannot process sales receipts) on Saturday. We are closed National Holidays. 99% of General support answers are covered in HELP, training Videos and the online knowledge-base. So a little digging can get you most of what you need. General support is for clarification and clarifying when there is confusion.
Training is available for detail discussions / walk thrus. One hour of training is offered in your current Service Agreements. After the first hour training is an extra fee.
Support FAQ
Do I have a customer account number?
No. Your email is the primary contact info. The software has a serial number and there is a encrypted ID used for webform processing that is found within the software, once installed.
How do I send email with questions to support?
Just provide as much info as possible, i.e. screenshots of errors, keystrokes that lead up to the issue/question. etc and send it to support@bblsystems.com eMails & phone calls are handled with a first in, first out queue for general questions. We can respond to email approximately 10 times faster than we can respond to phone calls for general support. Plus email provides an great audit trail. Please include your specific questions in the email. This will quicken our ability to respond.
What if I have an emergency? I can start my system or I cannot ring up a sale?
There are two types of emergency calls
a) when you are down and cannot use the system
b) you have a consultant onsite.
These are prioritized over general support requests and are responded to ASAP, usually by phone.
We recommend you calling this in leaving the message on in the EMERGENCY voicemail box so the system can text us your call is in.
How do I access the customer portal on the website? Username is your email. You can reset the password from the site https://bblsystems.com/store
What if Im a new user and have alot of questions and need walk-thru of how to do things. What do I do?
Dedicated training is a great option for this. Training is an additional fee. & offered in 30min online segments, you coming to our office for a full day or us coming to your office for one or two days. We can have our sales manager quote rates for these.
May I call with questions?
Yes, The techs are on the phone 99% of the time, so you should leave a message with as much detail as possible in the General support mailbox. The more detail in the message the better prepared the technician is when calling you back. Call-backs are on a first in first out basis. The number is 800-587-7277 ext 291 for general support and extension 292 for emergency issues. Phone calls are normally returned next business day.
I'm not in the store all the time to wait for your return phone call or I need for you to speak with my computer person. What should I do?
It is best to set up an appointment for a call-back. If you know of a couple good times for a call, leave the date/time in the phone message. We will try to make the time requested & if we cannot we will call or email to request a new date/time. But a defined hard appointment is best for this.