Updates and support

Like any modern software, ServiceDesk is constantly being improved and expanded. As a user, you’ll probably want (and should have) whatever is the current and “best” state of the product. Additionally, you may have questions or problems, from time to time, and wish to consult with us for help in resolving them. Finally, you may want to have your underlying custom data (particularly the custom StreetList we built for you) updated from time to time, to reflect changes in your area, or perhaps just improvements the Census Bureau makes periodically in terms of the underlying data it supplies to us.

For all these purposes, we have a system of various support services that, collectively, we refer to as “Ongoing Services.”

If you need help with questions or problems (and have not been able to solve the problem on your own), there are three basic methods you may use in seeking help from others:

1. Click to connect. In the File Functions menu of ServiceDesk there is a Connect to Rossware for Direct Assistance option. Clicking this can quickly connect you to a live support team member for instant messaging and even direct control of your system if you allow it. You can also access this on rossware.com.

2. Email us at support@rossware.com

3. Call us at 800-353-4101

You may email a question (or description of problem, etc.) directly to us. We work hard to answer all such inquiries quickly and with as much specificity as the circumstances demand. ‍

If ServiceDesk does not otherwise alert you automatically of an update. Click on ‘File Functions’ from the ServiceDesk MainMenu, then select ‘Update System’. Assuming there is one, it will offer to download and install for you. With your consent, it will then do so.

You’ll need your user name and password provided to you when you ordered the software. If you do not have this, call us 800-353-4101.

Also (and as earlier discussed), please remember to periodically review our ServiceDesk WorkDiary where we maintain an ongoing log of each improvement as its made (and made available for download), together directions on how to use the new feature.

In regard to updating your custom StreetList with new data over time, this can only be done, obviously, as often as the Census Bureau publishes new data—which has historically been every one to two years. It’s a substantial and specific-to-your-case labor investment for us to re-do this process for your particular territory, so it’s not something we do lightly. In particular, we’ll not likely do it during a “free” ongoing services period unless there’s a commitment from you to continue paid services for some minimal period after the “free” era expires. Details will be provided you in each instance (again, historically this has happened only every two or three years). If you are enrolled in paid ongoing services, on the other hand, this updating process will be done for you without question.

A final concern may arise if you change your territory boundaries, or switch to a different map book, or have some similar change in the underlying circumstances for which we initially created your custom files. The cost of re-making your custom files, for such changes, is not included in ongoing services at all, and is subject to a per-incident charge depending on complexity (the exception is if you’re not pleased with how we’ve created your custom files in the first place, in which case there’s no charge for re-doing them more to your liking). Please consult with us for exact cost in each instance.