Solutions Vet Technical Support

1-877-636-5999

[email protected]

Technical Support Availability

You can contact our technical support from Monday to Saturday, from 8:30 a.m. to 8 p.m, Eastern Time.

Software support

Solutions Vet support service requires a remote access mechanism running on site at all time (ConnectWise ScreenConnect). This allows Solutions Vet to navigate in your environment when supporting your employee or training them but it also allows us to remotely update the software. Solutions Vet does not offer “on site” support, all support is handled remotely.

Our standard procedures to respond to telephone calls or emails are the following:

• Urgent calls: Within an hour
• Regular calls or emails: Within the day, we prioritize urgent incidents first and then we go on a queue basis.

Our software support has two operation modes:

• Our regular support mode implies that many support agents are available to answer your calls or emails and you will only have to leave us a message if all of them are busy answering other calls. We normally manage to call back all clients within the same day they left the message.
  
  Hours of operation for regular support mode (EST): Monday thru Friday, from 8:30 a.m. to 5 p.m.
   
• Our callback support mode implies that there’s only one support agent available to call back each client that leaves a message or email one by one. This means you can’t call us and expect to speak with a support agent right away, you have to leave a message and our support agent will call you back as soon as he can, depending on your position in the queue and the urgency of prior calls.
  
  Hours for callback support mode (EST): Monday thru Friday from 5 p.m. to 8:00 p.m. and on Saturday from 8:30 a.m. to 8 p.m.