Support Services

Support as a relationship, not a queue

The support experience most software companies sell is a ticket number. Support is built the other way, around one goal in the team's own words: delight every customer.

Live Support Hours

Live support runs Monday through Friday, 8AM to 8PM EST, staffed across our US and UK offices, with call and email available any time. Issues are often resolved on the first contact, because the first contact is already the expert, not a queue you wait in to reach one.

Direct Access to the People Who Build the Product

The person answering is a Visibility expert, often one of the developers who design and update the system, not a script reader working from a knowledge base. Average tenure on the team runs about fifteen years, so the person on the call has usually known systems like yours for longer than most vendors keep employees at all.

The Same Person, Every Time

We try to connect you with the same person every time you reach out, so support accumulates as a relationship rather than starting over with a new agent and a new ticket number on every call.

Nothing Outsourced

There is one support tier, and every customer is on it, with first-tier, senior resources on every call. No support function is contracted out to a third-party desk, so whoever answers already works for Visibility and already knows the product.

Common questions about support

What are the support hours?

Live support runs Monday through Friday, 8AM to 8PM EST, staffed across our US and UK offices, and you can call or email Support any time.

Who actually answers?

A Visibility employee, never an outsourced desk, and frequently a developer who works on Visibility ERP itself. We aim to route you to the same person each time, so context carries over.

Is there a premium support tier?

No, deliberately. One support plan covers every customer, with senior resources on every call. Nobody pays extra for the version of support that works.