Protractor Software Customer Support

Hours of Operation

8:00 am to 8:00 pm Eastern Time
Monday to Friday, excluding Holidays.
E-mails and phone calls accepted 24 hours per day, 7 days per week.

How to Contact

1. Send an email to log a support issue to support@protractor.com. This is the preferred way of contacting Protractor and will be the fastest procedure for logging a support call. If a return phone call is needed please add that instruction to the e-mail.
2. Call the support answering service and log a support call at (866) 939-8743.

Support Policy

1. All requests for support will be acknowledge ASAP and attempted to be resolved before the end of the current business day.
2. All support calls logged are prioritiezed as:
   1. Priority One (P1) - system down and non-operational.
      1. All P1 support calls logged are automatically jumped to the top of the days support call list. The support desk will be actively working on the problem within one hour.
   2. Priority Two (P2) - all other logged support calls and questions.
      1. The support desk will attempt to answer all P2 support calls by the end of the business day the call was logged. Any left over support calls at the end of the day will answered first thing the next business day.

Protractor Software Inc. will try to meet or exceed the above policy at all times. Unfortunately, there will be times that circumstances out of Protractor Software’s control (third party intervention such as an Internet Provider) do not allow Protractor Support to keep their commitment to the customer. Protractor will pay particular attention to these instances and do everything within their power to get the Protractor customer using his database.