Support

Support Overview

At FrontRunner Professional we take our support policies seriously, and when a customer is in need of help, we focus on their needs until there is a solution that meets the customers needs. With our Funeral Home background, we treat all Emergency Support requests with the same attention as our customers do when a family calls in their time of need!

Our approach to support is different from many companies, at FrontRunner we have chosen not to charge an "Annual" support contract, instead we charge a per incident fee depending on the level of support that you require.

Our reason for this is simple... We know that many of our customers don't contact FrontRunner Professional that often and charging them a support contract wouldn't be right! So we have decided on the per incident approach and it has worked really well for both customer and FrontRunner Professional.

Method of obtaining support:

All support requests are initiated by clicking on the red "HELP" button located at the top right of your interface. Once you click on the button a drop down will appear with your options available to you. Let's explain those options:

General Email Support Request- ($35.00 per incident / Response Time: 24 hours)
At anytime, if you are having any trouble with your system you can request an email support request. Once a request has been submitted it will be entered into our support ticket system. Our support ticket system will email you a confirmation and support tracking number that you can use when looking up your status of your request.

All general email support requests will be responded to with in 24 hours of receipt. All support responses will be provided through email format.
Emergency Support Request ($65.00 per incident / Response Time: 5 minutes)
Any issue (whether deemed a problem with the software or customer error) and reported through our Emergency Support system will be charged a $65.00 fee. The Emergency Support system is intended for issues that require immediate response anytime of the day. Our Emergency Support team is available 24 hours a day / 7 days a week, including holidays! We will respond to each Emergency Support request within 5 minutes.

What qualifies as an Emergency Support call?
Any request by a customer for a phone call back, whether it be a general question about our software or related to an issue that they are having with the software is deemed an Emergency Support call and will have the applicable fee's applied to their web site immediately. The reason for this is simple, FrontRunner Professional runs their teams 24 hours a day / 7 days a week and whether your request is during regular business hours or in the evenings you will receive a call back. It also means that the support team is stopping all work they are doing to focus on your needs. That comes at a higher cost to both the Funeral Home and FrontRunner Professional.

Please note: Support fees are based on a per incident request, and if you present more than one request you can be subject to applicable support fee's.
Online Help Manual ($Free)
Available at any time is our online help manual. It is very comprehensive in nature and covers all features of the IMS. It is being expanded daily and is searchable for you to quickly find your answers. It is printable should you wish to have a printable copy, but beware it exceeds 200 pages.

New - Demonstration Viewlets ($Free)
Our new addition to the Support network is our viewlets. These can be viewed at anytime to show you how to complete a desired task. If you don't see a viewlet that you need, please feel free to email our suggestions box to request a viewlet. We are expanding this offering weekly as new viewlets come available. The viewlets will be a great way to train new staff on the IMS or Web System.
Coming Soon! - User Forums ($Free)
FrontRunner Professional will be introducing a new user forum that provides our customers a conduit to ask any questions about the system, and then have any of our customers answer those questions for you. Perhaps you will see a question in the forum that you can answer for another Funeral Professional?

If you can't access your administration area, you can email support directly to request your help. Please remember that you will be subjected to a $35.00 fee.

Troubleshooting - Common Questions & Answers

#1 - Web Site is down
If your web site is down, please do not call us to let us know! We have alarm systems on our servers to inform us immediately that our server is not responding. However, our servers have maximum redundency levels to ensure that it remains active and delivering web content 99.999% of the time. There has been a common error in the internet where servers between our customers and our main server have been going down resulting in not getting to the web site. Unfortunately there is no solution from FrontRunner to resolve other than to wait. We have been seeing that this is fixed within 24 hours of first notification of the issue.

#2 - Web Site changes don't appear
This is the most common question that is emailed to our support team! If you have made changes to your web site and don't see the changes when you leave administration please make sure that you have completed the following:

Saved your changes to the web page.
Published your web site
Refreshed your page when you have left administration for the first time. You can refresh your page by clicking on the "F5" key or "Refresh" button in your web browser

Any one of these resolves will answer your issue.

#3 - Customer purchased a Candle and it is incorrect on our web site?
A new feature with our recent Book of Memories upgrade, is the ability for our Funeral Professionals to change the candle message for their families. This will save the Funeral Professional from contacting FrontRunner Professional and waiting for a change to take place. We have also included new candle reports to show you how many candles were lit, and for whom it was lit.

You can access the Candle Editor here:

Go to the Funeral Record in your administration that needs changed
Click on "Administration" tab
Select the "Edit Memorial Candles" option
Find the candle that needs edited and click on the "edit" button.
After you make the change in the supplied area, click on "Store Changes"
If there are any other candles that need change repeat steps 4 & 5
Once all changes are completed, click on the "Save" button located at the bottom of the screen.

#4 - How do I delete a Funeral Record
There are times that you may need to delete a funeral record from the system, however if you are trying to remove the funeral record from the web site, you may want to "Hide" the record instead. To delete a record from the IMS please follow the following steps:

Login to administration
Click on the "Client Records" tab located on the Main Desktop
Click on the client record that you need to delete
On the top right of the screen will appear a "Delete" button, click on that button only ONCE
Answer "YES" to the confirmation question
Your record is now deleted

#5 - Why did I receive an invoice for my support?
This is a common question asked to our Accounting department. As stated above, any question that is either emailed to our General Support team, or triggers an Emergency Phone Support call (This includes general questions by telephone) will be invoiced immediately by our support team. The support team's time is valuable to both FrontRunner Professional and our customers and having no support contracts (explanation above why we don't have them above) means that we have to be compensated for their time on a per incident basis.

If you wish to leave Suggestions or Comments about the IMS, please feel free to do so from your Main Desktop or from the "Help" button located in your IMS. We review all comments and suggestions on a regular basis with our team.