Support FAQ

Gather together as much detail as possible on the issue you have, including details of what process was being performed when the issue occured, screen shots where required, specific details of what was being worked on and details of the problem. Email these details to support@cashbook.com and you will get a response with a log number within 2 business hours.

Cashbook will respond within 2 hours to any valid support issue. We will reply with a log number for your reference and a response regarding our intended course of action.

Cashbook will first spend time understanding exactly the nature of the issue. At first an experienced product consultant will work with the client to assess the issue. In 95% of cases the issue will be resolved through imparting knowledge, assisting an untrained user or through correcting journals or processes. From time to time it will be necessary for our Product Consulting team to assign a specific issue to a Technical Consultant for development work. Once investigation and the development work is completed the new changes will be thoroughly tested by the Product Consultant and only then shipped to the client.

Cashbook have six Directors who are all employees of Cashbook. Any one of our six directors should be used as an escalation point or Greg Coulter our Managing Director is always available.

Cashbook has sign-on to over 140 different locations. The access to customer systems varies based upon the customers requirements. We often use a Webex support session to investigate the issue and view the background files, although VPN access is preferable. In some cases customers will only grant access to test systems. This makes support more difficult but at Cashbook we will accommodate all of your legal and security requirements.