Greentree Systems is committed to providing superior customer service. As part of this commitment, we continually seek ways to improve responsiveness, performance and quality so you can get the most benefit from your Greentree system.
Annual Software Maintenance and Support Agreement:
Customers with a current fully paid Software Maintenance and Support (SMS) agreement are provided unlimited
Customer Support (all methods below) at no additional charge,
Contacting Greentree Systems Customer Support
The customer may contact Customer Support in several ways:
Worldwide Web Support:
Please visit the Greentree Customer Corner for FAQs, documentation, downloads, problem reporting, and a searchable knowledge base.
Unlimited Toll-Free Telephone Support (800-348-8845) is available to all
users from 7AM-5PM Pacific Time, weekdays.
You may report a problem or ask a question at any time via electronic
mail. Please email your technical request to: Support@GreentreeSystems.com.
This is the preferred method for submitting service requests. Emails
are reviewed promptly during business hours and an acknowledging email is
Online Problem Report Form:
Report a problem using the Problem Report Form on: http://support.greentreesystems.com.
At any hour a customer can avoid waiting on the phone by documenting their
question in detail at this site; the Greentree Systems Customer Service
Representative will promptly respond to your question during working hours.
Interactive Web-based Support using WebDemo:
Our Technical Support Specialists can work directly with your users using
WebDemo, eliminating many troubleshooting steps necessary when communicating via
e-mail or by telephone. Once a WebDemo connection is established, your
Technical Support Specialist can frequently fix the problem right before your
eyes while you maintain the security of your computer and your files.
WebDemo is "the next best thing to being onsite" for resolving technical support
Remote VPN Diagnostics:
For those customers that allow VPN access, Greentree Systems technical support can make a virtual private network (VPN) connection to your Greentree server(s) and perform remote troubleshooting.
Take advantage of Greentree's Introduction & Overview web session which is offered at no-charge as part of Customer Support. Additional web-based training sessions can be flexibly scheduled to maximize your HR staff's time and resources.
Free updates and bug fixes provide ongoing value and ensure maximum benefits for all current customers.
No-charge access to all user manual revisions.
Annual Greentree Server Audit:
An annual server audit, offered to current customers, will insure that your servers are configured and maintened for optimal performance of your Greentree system.
Annual Greentree Usage Audit:
An annual web-based usage audit allows you to leverage Greentree's experience and expertise to review key data areas in the system for consistency, and to review processes and procedures in order to make recommendations on how to increase your return on your investment in your Greentree system.
Software license fees paid earn Trade-in credits which may be applied when adding users or upgrading to new technology.
As you can see, there are numerous advantages to staying current with your SMS agreement. Please contact Greentree Systems if you have any questions. We will gladly assist you.