eService Center FAQ

• What is the fastest way to find answers to my questions?
  With Real Time Training in Xactimate and XactRemodel, the fastest way to learn about our products or receive an answer to your question is literally a click away. This new dynamic system automatically displays text and multimedia help topics for the area of the program in which you are working. Real Time Training can be turned on or off from the Help menu.
  
  If you are unable to find an answer using Real Time Training or if you need help with product troubleshooting, simply login to the eService Center at www.xactware.com and click the 24/7 Online Support link. Our Answer Center contains over 1,000 support documents--many with easy-to-understand multimedia instructions--and online chat is always there when you need it.
• What support options are available in the Answer Center?
  The four support options available when selecting 24/7 Online Support include:
  - Self-Help Support using the Answer Center search option
  - Free Live Chat
  - Free Email
  - Phone Support
• Why isn't telephone support free?
  Telephone support is the least efficient method for providing assistance to our customers. With the eService Center, customers now have around-the-clock assistance, including free live chat and free email support. These new services provide excellent service to our customers with reduced wait times. The best alternative to telephone support is our free live chat support on the eService Center, which provides an accurate record of the communications for future reference.
  
  If you still prefer to contact us using telephone support for a $20 charge, our support technicians are available at 1-800-710-9228 between 6:00 a.m. and 6:00 p.m. MST, Monday through Friday, excluding national holidays. The $20 charge for telephone support ensures that high-quality support is given over the phone while keeping wait times as short as possible.
• Can I use the Answer Center if Cookies are disabled on my computer? How do I enable the Cookies on my computer?
  Cookies must be enabled in order to use the Answer Center. To enable Cookies, activate your Internet Explorer, go to Tools menu and select Internet Options. Depending on the version of the software you have, it will either be under the security or privacy tab.
  
  A "cookie" is a small piece of information that our website provides to your browser while you are visiting Xactware's website. We supply your browser with cookies that contain a unique identifier to better understand what areas of our site users prefer. Cookies are used to confirm your session identity as you move about the site. As you navigate the site, you will be asked to identify what product you are currently using and what category and sub-category best describes your question. Based on this information, cookies are used to ensure that the proper pages are displayed for you.
• Where can I enter feedback about an Answer Center document?
  At the bottom of any Answer Center document, you may indicate you would like to speak with a support technician and proceed. Once you do so, a feedback window where your comments can be submitted will appear.
  
  
• Are the Xactware tick sheets available online?
  Both the Xactimate and XactValue tick sheets are available in the Helpful Downloads section of the eService Center.
  
  
• Where can I access Xactware's License Agreements?
  Xactware's License Agreements are available in the Helpful Downloads section of the eService Center.
  
  
• Where can I go to provide suggestions about the eService Center?
  We welcome your feedback on any of our products and services at any time; simply click on any of the "We're Listening" links on our websites.
  
  
• How can I change my password?
  Upon logging into the eService Center, you can change your password by selecting the Account Options link in the header.