As CustomBooks™ has grown, we are offering more tailored and advanced support and training options. Starting on October 1, 2025 we are rolling out Professional Services for our Support and Training Tiers.
The Free Tier still exists, and is now called the Standard Support Tier, and includes unlimited email, chat support, and phone support for reporting problems. This Standard Support Tier is already available to all current customers. For businesses requiring faster solutions, dedicated assistance, and advanced support, our Premier and Enterprise Support Tiers offer unparalleled assistance. These Tiers offer live meetings, full Phone support with a dedicated 800 number, access to CustomBooks™ subject matter experts, as well as faster First Response and Triage Times!
Similarly, all existing customers have our Starter Training Tier which includes free training for Core classes in CustomBooks™ Academy, Knowledgebase articles, videos and our Interactive Guidance with Walkme. We are happy to announce our Pro and Expert Training Tiers. These Tiers offer virtual or in-person training on-site, as well as access to CustomBooks™ subject matter experts.
Please see the tables below that define each of these Tiers to help you decide which Tier best fits your business!
SUPPORT TIERS |
| Standard Support Tier | Premier Support Tier | Enterprise Support Tier |
Communication Channels | Email & Chat Support. Limited Phone support for reporting problems only. | Everything Included Standard Tier. Phone Support with Dedicated 800# | Everything Included Premier Tier. |
Self-help Resources | CustomBooks Academy, Knowledgebase, Webinar & Video resources, Interactive Guidance with WalkMe | ✔️ | ✔️ |
Dedicated Support Coordinator | ✖️ | ✖️ | ✔️ |
Scheduled Meetings | ✖️ | Scheduled Video Conferences with Level 1 & 2 Support Team Member | Scheduled Video Conference with Level 3 Support & CustomBooks Subject Matter Expert Members |
First Response Time | 2 Business days* | 4 hours* (during Business hours) | 2 hours* (during Business hours) |
Triage Time** | 5 Business days (after First Response) | 2 Business days (after First Response) | 1 Business day (after First Response) |
Bundles | ✖️ | Discounted Bundles | Discounted Bundles
|
Investment | Free | $75/hour | $125/hour |
*Support Business Days are Monday through Friday; Support Business Hours are 5am - 5pm Pacific Time Zone.
**Definition of Triage Time: For support requests that are not First Call Resolution (FCR), Triage represents analysis and documentation of the issue, steps to reproduce, discussion with dev and product support and handoff to the appropriate resolution team.
We will not charge when you are reporting problems in our software.
All our paid Tiers offer a dedicated 800# to call into.
The support included is for CustomBooks™ software only; we do not offer accounting or business consulting services. Please contact your CPA or accounting professional for business advice. (Examples of services we do not provide: determining your Chart of Accounts, how to set up your physical warehouse, etc.)
TRAINING TIERS |
| Starter Training Tier | Pro Training Tier | Expert Training Tier |
Self-help Resources | CustomBooks Academy, Knowledgebase, Webinar & Video resources, Interactive Guidance with WalkMe | Everything in Starter Tier.
Phone Support with Dedicated 800# | Everything in Pro Tier |
Additional Training Options | ✖️ | Virtual Training with access to CustomBooks™ Subject Matter Expert Trainers. | Additional option for In-Person & On-Site Training. |
Investment | Free | $75/hour | $125/hour |