The company makes every effort to ensure all Searchlight™ users are able to work effectively and confidently with the software products. Users are encouraged to contact the Support Desk with all problems, even when the cause is not apparent. The company has a 'no blame' policy - end-users cannot be expected to discern between a software problem and an IT infrastructure issue.
Under the terms and conditions of an Annual Software Support agreement, technical support and program updates are provided by the development and support teams based in Vancouver, BC during regular business hours - 8:30 - 5:30 PST Monday - Friday. Support is available by:
- telephone for urgent problems
- email for non urgent problems
- online access for corrective action
- site visit where the problem is urgent and none of the above can resolve the problem.