Service Contacts

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At Softrol, customer support is perfected. Softrol provides a customized service support process that effectively resolves and tracks service issues.

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24 Hour Service Support

for 24/7/365 service support, you can reach us at 1-877- 241-7679 or support@softrol.com
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On-Line Support

free access and includes manuals, knowledge base and automation FTP access. Click the link or type into your browser  http://support.softrol.com to access our support site.
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Service Ticket Program

SugarCRM is a comprehensive support system and relationship management tool. With SugarCRM, Softrol is now capable of creating a ticket system for queuing impacted systems across the world. Each ticket generated by our dedicated technical support staff will contain all the relevant information for your case. These tickets will create a history of support for your Softrol products and can also be accessed anytime by visiting our portal at http://softrol.sugarondemand.com/portal.
With the addition of the CRM platform, Softrol will now be able to service their customers in a more effective manner. The tickets that are created will accurately depict the products, issues, and severity of the impact on the system. This will help direct support efficiently to the correct support technician. All resolutions will be documented thoroughly at ticket closure.
With a ticket history, Softrol customers can view the support tickets and assess trends in order to better keep their plant up and running.
If you have any support questions or concerns for Softrol products in your plant, please dial 877-241-7679 and someone will come online to assist you in the creation of a support ticket.
If you are interested in creating a portal for viewing your ticket history, please call Softrol at 770-974-2700.

WARRANTY

New parts and products have a one year warranty; repaired items have a 90 day warranty.


HARDWARE REPAIR

A Return Merchandise Authorization (RMA) is required to return a part for repair or credit. To request an RMA call 1-888-763-8765 (888-SOFTROL) ext. 122 or email parts@softrol.com.


PARTS

For replacement parts contact Softrol’s Parts Department between the hours of 8:30 a.m. and 5:30 PM EST at 1-888-763-8765 (888-SOFTROL) ext. 122 or email parts@softrol.com.


TECHNICAL SERVICE

Call 1-877-241-7679 (888-SOFTROL) or email support@softrol.com for Softrol’s technical support. Site License Number may be necessary to receive support.