What is your scope of Support?

What is the scope of support included with my subscription?

What are your hours?

Normal hours for support are M-F 8am-5pm EST. Support tickets are normally resolved within 24-48 business hours, barring excessive demand or complex situations. 

Technical Support included with your paid subscription includes: 

  • Email support 
  • Knowledge base articles 
  • Error log explanations 
  • Bug fixes 

For technical issues, please use the contact us link on the top right of Connex dashboard to submit a support ticket. 

Please provide as much detailed information about the issue you are having: 

  • What steps to take to duplicate?  
  • What was done to get the error? 
  • What type of QuickBooks are you using and what channel this is affecting? 

What is outside Connex scope of support? 

Here are examples of some boundaries: 

  • Creating and troubleshooting rules is not included in basic support. Contact us about managed support services.  
  • Providing support for discontinued integrations beyond our knowledge base and video library. 
  • Uninstalling and reinstalling the QuickBooks web connector for desktop users. The web connector is an Intuit product.  
  • Uninstalling and reinstalling QuickBooks desktop. Please contact Intuit.  
  • Making changes within QuickBooks, like creating new accounts in chart of accounts. 
  • Changing a user's firewall or antivirus software on their computer. 
  • Altering the source code of the user's website to make our sync work differently. 
  • Updating plug-in versions or changing website settings to make our sync work correctly. This includes security and caching plug-ins that can prevent our software from syncing. 
  • Supporting 3rd party plugins for selling channels. For example, a discount plugin for Shopify fails to sync discounts to QuickBooks. 
  • We make no guarantees that third-party plug-ins are compatible with our software. It is possible a 3rd party plug-in will prevent the same from running or prevent or suffer from accurately syncing sales. 
  • Changing a user's system registry to pull logs. 
  • Pulling the QB SDK or QB XML logs from the user's computer. 
  • Troubleshooting reasons why QuickBooks desktop crashes on the user's computer. 
  • Troubleshooting why the QuickBooks web connector crashes on a user's computer. 
  • The user doesn't follow suggested resolutions or does not use the software as intended per our support staff.  
  • Altering settings in QuickBooks to make our sync work differently. We will provide step by step instructions in our knowledge base. 
  • Adding new rules on behalf of clients.

What if I need more help?

A managed services package is required for requests, beyond the scope of basic technical support. 

We encourage reading our guides in our knowledge base. These can help you make rules and adjust settings as needed. 

Where can I find your Managed Service Plans? 

Log into Connex. Click your name and my profile. You can purchase managed support from within Connex. We offer packages for a single hour or as many as ten hours. Starting at $200 an hour. 

What can you help with using a Managed Service Plan? 

Here is a list:

  • Hands on training of our software  
  • Making and adjusting rules   
  • Adding selling channels  
  • Configuring settings 
  • Consultation about your business process and account review