Privately Owned since 1988
Support for Software Earnings Customers
We take pride in customer service and support we hold to be best in class. Our support team is ready to help with any issue, and our experience, product knowledge and skill at resolving problems are part of who we are.
When to Call
- Main, 24/7
- (901) 492-1163Any hour, for Severity 1 problems outside business hours
- Main Day
- (901) 492-1163Monday – Friday, 8 AM – 5 PM Central Time (CST)
- Remote Deposit Capture/First Touch iCapture
- (901) 492-1491Monday – Friday, 8 AM – 5 PM Central Time (CST)
Severity Levels
How serious a problem is decides how quickly we respond. These are the levels in our Customer Support Guidelines.
Severity 1
Response within 1 hour
The system is down and no work can be processed.
Severity 2
Response within 4 business hours
The system runs, but a significant part of it is not working right.
Severity 3
Response within 8 business hours
A minor problem: the system works normally while one part shows a small error. Most problems found in testing are this level.
Severity 4
Response within 3 business days
A question about how to do something, or another question about using the software.
On a Severity 1 problem, we work to get you around it when you do not already have a workaround.
Certified Software Releases
Each product, and the release of it that is certified.
| Product | Certified release |
|---|---|
| ATM | 1.6.8.2 |
| Enterprise Transaction Suite (ETS) | 1.6.3 |
| First Touch iCapture | 3.2.12.2 |
Image Archive Exchange (IAE)Includes
| 2.5.20 |
| Image Prime Pass Review (IPPR) | 1.1.5.0 |
| OnTrac | 2.0 |
| Payments Distribution Manager (PDM) | 1.6.3 |
Payments Processing Manager (PPM)Includes
| 1.6.14.3 |
| RoboBalancer | 2.2.0.1 |
| TIFF Scrubber | 1.0.5.0 |
| TIFF Tag Repair | 1.0.5.0 |
| Universal Keying | 1.4.2.1 |
Support Bulletin Board
- Sign in to the Software Earnings Support Bulletin Board with your user ID and password.
- Cannot sign in? Ask us for a new password at (901) 492-1491 or by email at support@SoftwareEarnings.com.
- We recommend that your financial institution try every operating system update in its test environment before the change goes into production.