FashionFlow™ Customer Support

How to Contact the FashionFlow™ Apparel ERP (NYPS TECH) Support Team

The fastest and most effective way to reach our support staff is via email:

SUPPORT@NYPSTECH.COM
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Phone calls, faxes, and other forms of communication may result in issue handling delays.
Our support team is available during normal business hours, Monday through Friday, from 9:00 am to 6:00 pm Eastern Time, and will usually respond to your issue in the same manner in which it was reported, in the order it was received.

FashionFlow™ Apparel ERP Tech Support
Support email: support@nypstech.com
Telephone: 201-399-7651, 347-622-2002
Email: support@nypstech.com
40 West 37th St. 10th floor
New York, NY 10018

 

 

  • When to Contact Technical Support

The primary responsibility of our technical support team is to solve problems customers may face with the FashionFlow™ Apparel ERP system. Issues related to hardware, networking, or other software products should be reported to the appropriate vendor. We can recommend skilled and reliable hardware and networking technicians when needed.
Customers requesting technical support should have a basic working knowledge of Microsoft Windows, including the ability to browse, and copy or move files and folders on the hard drive or the network.
You should also be familiar with how to grant online remote access to the computer.
Please note that technical support is not a substitute for training. We gladly offer training on specific issues, features, etc. – at an additional charge – to customers who provide us with online, remote access to their FashionFlow™ Apparel ERP system. Most training sessions can be conducted in 30 minutes or less.

  • Response Times

We strive to respond to all support requests within four hours or less, in the order in which they are received. However, response times are subject to priority, call volumes and other factors that are sometimes out of our control. Issues reported in the afternoon may not be addressed until the next business day.

  • Billable Support

Clients with active support contracts will receive telephone or other online support free for any issue. However, this free support cannot be utilized for the training of new staff and we recommend to have onsite training for any new employee. Customers without a support contract will pay standard (higher) rates, with time rounded up to the nearest hour. In some cases, problems can be resolved offline. These issues will be billed at a fixed price, based on the estimated number of hours required. Billable support is never performed without your advance approval.
Additionally, NYPS TECH will not bill for correcting problems caused by bugs or defects in the software.

  • Online Support

Most problems can be promptly resolved – without the need for a technician to visit your office – through secure remote, online access to your FashionFlow™ Apparel ERP system.

  • Payment Terms

Payment for your support contract is due at the beginning of the contract term. Clients who report an issue, but have not yet paid their contract fees, will be asked to remit payment in full before the problem is resolved, or will be billed the higher standard rate charged to those customers without a support contract. Payments that are 60 or more days past due will result in automatic contract termination. Re-establishing your contract after that may result in substantial rate increases, and will require you to pay for any support performed during the payment lapse at the new contract rate.

  • Software Updates

Customers using the hosted version of FashionFlow™ Apparel ERP, as well as those who hold an active support contract, are entitled to all updates and enhancements for all legally-licensed products at no charge.

  • Appointment Cancellations

There will be no charge for support appointments that are canceled with at least 24 hours notice.
Appointments canceled with less than 24 hours notice are subject to a one-hour charge.