Customer Care

Contact Information

Anywhere, anytime, Visionael makes it easy for you to communicate with us.

Telephone
Reach Customer Care at (918) 770-4896 or toll free within the continental US and Canada at (888) 374-4847.

Electronic Access
Customer Care will respond to all items submitted via e-mail within 4 business hours. The electronic mail address is support@visionael.com.

Visionael's secured web site support.visionael.com has several customer service offerings, including the on-line help desk where customers may initiate a request and review the status of their reported support tickets. Access to the On-Line Help Desk is provided after requesting this service from a support technician.

Physical and Mailing Address
Visionael Customer Care is located in Visionael's Tech Center at 9717 East 42nd Street, Suite 200 in Tulsa, Oklahoma U.S.

Silver Maintenance and Support Services

Silver Services is best suited for organizations desiring regular product updates and requiring technical assistance during standard business hours of 8:00 a.m. to 6:00 p.m. Central time. Reach Technical Support through the Tech Center's main phone number: (918) 663-1455 or toll free within the continental US and Canada at (800) 356-3187.

By calling the number above and selecting option 4 then option 2 you will be automatically routed into Technical Support. In the unlikely event that an incoming call is routed to the support voice mail, Silver customers will receive a 2-hour response to the message. Incoming e-mail will be responded to within 4 hours. Items left after hours will be responded to on the next business day.

The Silver support option enables you have three-named customer contacts who may contact Visionael Technical Support to report incidents and receive solutions. We will ensure all communications about product releases are distributed to the customer contacts and when appropriate, ship software the authorized contact.

European Support

Based in Tulsa Oklahoma, U.S.A. Visionael Technical Support reaches out to our European customers by extending Silver Maintenance and Support Service hours earlier into your business day. Telephone our support center as early as 7:00 a.m. Central Standard Time (CST) (13h 00 GMT) to communicate in real-time with a trained Visionael support technician.

Gold Maintenance and Support Services

No matter what the hour or the day, Gold customers may use the same call options to gain Technical Support. To obtain access to the Gold service line call the telephone number listed above then select option 4, and option 4 a second time.

In the unlikely event that an incoming call is routed to the support voice mail, Gold customers will receive a 1-hour response to the message. Incoming e-mail will be responded to within 2 hours. After hour electronic submission of support requests will be responded to on the next business day.

Outside of normal hours, please use your Gold support number and if urgent, follow option 1 to connect by phone to a Customer Support Technician, or if your issue is non-urgent, then please just leave a voice-mail or send an e-mail and we will respond on the next business day.

Twice per year Gold customers may also schedule support technicians to be on-call in the Tulsa Tech Center during special off-hour service needs. These may be during upgrades, disaster recovery testing, or other critical or time sensitive business needs.