The EmPulse application also incorporates a detailed 24x7 self-help information system, including:

• Help Links - Help links on each page that provide detailed explanations related to page or process you are looking at.
• Knowledgebase - A centralized index of help information.
• FAQs - Frequently Asked Questions.
• Help Guides - PDF Guides are available for you to download and print.

Clients can reach our customer support team via email or phone. Live technical support is available from 8:30 AM - 5:30 PM EST by phone (404-995-8650) or email: support@emailpulse.net.

• Live phone support is a value-add service and costs $20 per 15 minutes.
  (for plans that do not include phone support)
• Email support is free, but subject to a 24 hour turnaround.

Normally, live phone support is a value-add service and costs $20 per 15 minutes - but to celebrate our launch, there is no charge for phone support for those on our mailing list. To be added to our list, please fill out the Contact Us form.

Technical Support is provided at no charge for issues that are demonstrable in the currently supported release where:

• A documented function is not available
• The Empulse system hangs, causing unacceptable delays for resources or response
• The Empulse system crashes

Any problems related to your local computer settings, that is, either hardware or operating system specific, as specified in the program documentation, are your responsibility. In the examples below (this being only a small sample), Empulse can offer assitance but troubleshooting will be assessed the live phone support fees :

• "You select the 'Export to Excel' function but don't have Excel on your computer.", or
• "You can't login to Empulse because your computer is configured improperly.", i.e. pop-up blocker is installed.

The simplest way to determine if your support inquiry will be fee-based is if your question asks how to perform an action. For example, "How do I send a campaign" , or "How do I target all users?" Otherwise, if your question begins with a Why, as in "Why can't I send emails" and the reason is that you don't have enough email credits, then you would be responsible for taking corrective action.

Note: You must have at least $20 of Support credit before a Customer Service Reps can address a fee-based call.

Launching your first email campaign is designed to be straightforward, fun and not overwhelming. Should you need assistance, we proivide online demos to help you get up and going. If you are new to email marketing or making the switch from another vendor, our professional services group can build a training program that is specifically tailored to meet your needs.