System down outside business hours?

Call the main line, [(901) 492-1163](tel:9014921163), at any hour. For Severity 1 problems outside business hours: one of our application analysts is paged and calls you back within 1 hour.
What each severity level means

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.

[Customer Support Guidelines (PDF)](/documents/software-earnings-inc-customer-support-guidelines.pdf)
[Other ways to reach us](/contact/)

## When to Call

**Main, 24/7**

[(901) 492-1163](tel:9014921163)
Any hour, for Severity 1 problems outside business hours

**Main Day**

[(901) 492-1163](tel:9014921163)
Monday – Friday, 8 AM – 5 PM Central Time (CST)

**Remote Deposit Capture/First Touch iCapture**

[(901) 492-1491](tel:9014921491)
Monday – 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.

1. ### Severity 1

   Response within 1 hour

   The system is down and no work can be processed.
2. ### Severity 2

   Response within 4 business hours

   The system runs, but a significant part of it is not working right.
3. ### 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.
4. ### 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.

As of January, 2022

| 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)<br>Includes<br>- Virtual Reject Capture | 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)<br>Includes<br>- Reject Repair and Sub-pass Reject Repair<br>- Reco Interface<br>- Enhanced Security<br>- Virtual Test System<br>- EIS | 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](https://www.seibbs.com/client?file.wcn) with your user ID and password.
- Cannot sign in? Ask us for a new password at [(901) 492-1491](tel:9014921491) or by email at [support@SoftwareEarnings.com](mailto:support@SoftwareEarnings.com).
- We recommend that your financial institution try every operating system update in its test environment before the change goes into production.

NOTICE:

Anyone attempting to gain illegal access to this server will be prosecuted to the fullest extent of the laws of Tennessee as well as the state, province, or country where the signal is originally sent. All log-ins are monitored through the BBS server and the company firewall.