Many Surpass users believe that the best feature of Surpass software isn't in the box - it's on the other end of the phone! The Surpass Support Team is standing by, ready to answer any of your questions and to help you work through any problem or question you might encounter using any Surpass software application.
Whether you use Surpass SL, Surpass Select, or Centriva, all librarians and their staff are entitled to call our support hotline for help, not just those who have attended vendor training. Our approach of direct-access support is quite different from some of our larger competitors who believe that their "centralized" automation systems should only include "centralized" support, where only a few of your district-level or system-level personnel are entitled to call for support and all individual librarians must funnel their support requests through those few people.
At Surpass, we feel that when you have a question you should be able to reach for the phone and receive expert vendor assistance in just a few minutes with a simple toll-free phone call and no hold time and without complicated phone menus that attempt to direct you to so-called "automated" help
As a subscriber to the Surpass Support service, you will receive the following:
Surpass Support is the best in the business! But don't just take our word for it! Ask around. Call our references. We're confident that you'll consistently hear about the quality of Surpass Support. Here's what just a few of our customers have said:
"I just wanted to compliment you on the excellent support that you and your staff provide. I think I have been using Surpass for around 14 years and I have nothing but good to say about your company. Your service technicians have always been readily available and extremely helpful and courteous...I am very appreciative of the way you have always sought input from your users and at how quickly you incorporate their requests into the software updates. I only wish that all vendors were as helpful and cooperative as the Surpass team!"
"I just wanted to let everyone know what a great job Sara did with the webinar today...Thanks again, Sara, and everyone at Surpass. I'm looking forward to future webinars!"
"No question is too simple or seems trivial to them. They respond immediately, walk me through the steps while I am on the telephone, and then follow-up to see if I have been successful."
"The first time I called customer service and got the "we will call you right back" message, I thought, "yeah, right." However, I received a call within five minutes and my problem was fixed quickly after that. The Surpass team is wonderful, courteous, friendly, knowledgeable and helpful."
"The support provided [by Surpass] has truly been stupendous! The phone and email support is positive and quick. We have provided positive references for the software to various other libraries that are reviewing library automation packages."
"The support, though rarely needed, is superb. Questions and problems are handled quickly and accurately and downtime is very minimal."
"Thanks so much. I've never had anyone answer their email so fast and so well. [Support] has been extremely helpful and patient"
"Surpass Support continues to be wonderful"
"The support is the best in the business, the price is quite reasonable, and programs do everything the others do, only better!"
"Surpass has friendly knowledgeable staff. They speak to me in terms I can understand;. They walk me through the fixes for any issues that I may have and fix problems in a timely manner."
Ingleside Public Library