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Online Remote Assistance and software demonstrations are free*. The support engineer will provide you with a nine digit support key for your remote session.  The support key is good for a single session. Each session requires a new key. You must register your software in order to qualify for free technical support.  If you have not already registered your software, please register it before contacting technical support.   Download the GoToAssist app for faster connections (optional but recommended).

*Free live remote support is available to all users of BestInspectors.Net software for one year from the date of purchase with some exceptions. For security reasons, free live remote support is limited to within 30 days of the purchase date for PCs that have software that is known to be harmful and is listed on the Harmful Software list. Software is licensed for one user only. Technical support will be provided only to the registered user of the software or a single person designated by the user.

Telephone Support

Call 313-429-0717 (US) or 416-628-1390 (Ca) to request Remote Technical Assistance or an online interactive demonstration of any of our Inspection Report software. Normal business hours are 8:30 am - 5:30 pm Pacific time. We do not place calls on hold. Leave a message and your call will be returned in the order received.  Messages are transcribed into text so please speak slowly and clearly to ensure a proper transcription.

E-mail Support

Send your help request to Support(at)BestInspectors.Net*. All support request emails are answered within one business day. Most are answered the same day that they are received.  Be sure to add Support(at)BestInspectors.Net to your list of allowed senders in your spam filters. We recommend that you do not use free email services such as Yahoo.com, Hotmail.com, Gmail.com and so on. If you are using one of these or another free email service and you do not receive a reply from us within one business day, we recommend that you call or write from an alternative email address.

*Replace "(at)" with the @ symbol

Online Support

Online User Manuals and Frequently Asked Questions (FAQ)

Screen Shots

Microsoft security settings (read this first)*
*Security options must be set correctly before you can run BestInspectors.Net applications

Inspection Report Upgrade Chart
Inspection Report Comparison Chart
Register your software
Lost Activation Code or Download Link
End User License Agreement


Before You Contact Support

IMPORTANT Please Read

Microsoft Support Schedule

Harmful Software

Gmail and Google Docs users

 


Technical Support Policy

General Information

Our goal is to provide the best support possible to ensure your success with our software. All inspection report software comes with free technical support for one year unless otherwise specified. All inspection report software comes with approximately one hour of free one-on-one live remote training and technical support for 45 days from the date of purchase (subject to our fair-use policy). Telephone support is free for 90 days from the date of purchase and email support is available for one year from the date of purchase. Premium support plans can be purchased separately.

We are generally unable to provide free technical support for third-party software (such as operating systems, PDF print drivers, PDF editors, PDF readers, and Microsoft Office). However, we will attempt to provide limited technical assistance with certain third-party software during the first 30 days in order to help ensure your success with our software.

Live Support

Live support is available during normal business hours on a first-come-first-served basis. All support is initiated by submitting a technical support request. Once a support ticket or incident ID is issued, you may call for live support. Please have your ticket or incident ID available when you call. If a representative is not available when you call, your call will be returned in the order in which it was received.

We regret that we are unable to provide free live support by appointment because of the very high incidence we have experienced of customers not being available at the appointed time. It is usually possible to do live support the same day with a customer if the request is made by mid-day. In most other cases, live support is available within one business day.

If it is necessary to set a specific time, we treat the request the same as we would for an inspection or any other consulting appointment and charge a fee for the appointment. In such cases, the customer is not paying for the technical support but is paying for the support person's time-slot. The minimum amount of time that can be reserved will vary based on the day and time requested but will typically be two to four hours.   

Microsoft Software

Effective October 1, 2013 we no longer provide technical support for Windows XP or MS Office 2007. Microsoft has ended support for all versions of Windows earlier than Vista and all versions of Office earlier than 2010. Core system software changes over time and it eventually becomes impossible to maintain compatibility with older software.  Our policy is to support the two most recent versions of Windows and Office.

Android Operating System

Android is an open source operating system. That means that individual publishers can alter the operating system to suit their needs and preferences. In doing so, they may limit the operating system's functionality or render it incompatible with other software. As a consequence, we are only able to offer very general technical support for our PDF reports running under Android.  Android does not support Dynamic PDF. Our universal PDF reports are tested on Samsung tablets in conjunction with QPDF Notes. The reports are all operational when published but not all features are supported by the Android operating system and QPDF notes.

How to Use The Videos and Manuals

Many of the most common software questions apply to more than one program.  Likewise, many of the features of our inspection reports, business, and training software are available in more than one more than one program.  The online videos and user's manuals are categorized by topics rather than by individual programs.  Screen shots and descriptions may not exactly match what you see on your PC because of differences in appearance of the programs on PCs with different configurations.  If you are not able to find the information you need, you may call technical support at 407-401-9298 (US), 213-291-1717 (US), or 416-628-1390 (Canada).

Note: "XL Pro" is the name for a complete family of reports.  When calling or writing for technical support, please refer to the specific XL Pro edition (Titanium, HomeTrex, Vanguard, Heritage, Legacy, etc).

Technical Support Fair-Use Policy

We do not specifically limit the amount of live or email support time or number of interactions with a customer. Our goal is to ensure your success with our software. Inspectors can typically learn any of our inspection software in approximately one hour. We recommend two individual sessions of approximately 30 minutes each. We will provide additional training if needed during the initial 45 days form the date of purchase. We may, however, limit the time with a customer if, in our opinion, the amount of time has become excessive and unnecessary or we find that there is software installed on a customers computer that we believe could be harmful either to us or to our customer.  

 

 


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Contact Information
*Normal business hours are 8:30 am - 5:00 pm Pacific time. We do not place calls on hold. Leave a message and your call will be returned in the order received.  Messages are transcribed into text so please speak slowly and clearly to ensure a proper transcription.

Telephone

 
Sales and Information  
213-291-1717 United States, West
407-401-9298 United States, East
416-628-1390 Canada
   
Software Support Please submit a technical support request before calling for technical support. You will find answers to most questions in our Video tutorials.
 
313-429-0717 United States
407-401-9298 United States
416-628-1390 Canada


*Someone is on call at all times during daylight hours in the Eastern-Pacific times zones to handle emergency technical support.  E-mail technical support is available 7 days/week.  Emergency support calls are given top priority.  Please state the nature of your request when leaving a voice mail message.  We try to respond to all telephone calls and e-mail as quickly as possible but non-emergency calls or e-mails received late in the day may not be returned until the next business day.

Please provide your full name, product name and version, your phone number, including area code, your location (City and State or Province), and your time zone when leaving a voice mail message or sending an e-mail request for assistance.   When leaving a voice-mail message, please speak slowly and clearly.  Say your phone number at least two times.  


We use the following numbers for out-going calls only. We may return your call from one of the numbers below but please do not return calls to these numbers if one of them appears on your caller ID.
Software, Coaching,
Mentoring, Consulting
 
313-429-0717 United States
416-628-1390 Canada
   
Website hosting & Domains
Tech Support
 
480-624-2500 United States (Tempe, AZ)
7 days/week, 24 Hours/Day including most holidays
   
Windows, PDF, E-mail, MS Office, Home Inspection United States

313-429-0717

Pricing
   
E-mail
(email addresses are all @BestInspectors.Net)

General Information: information
Technical Support: support