Support

What is your customer support model?

Standard Support, included at no additional cost with our Professional, Suite, Modeler, and Presenter plans, provides email support during standard business hours, 09:00 to 18:00 ET, Mon–Fri. An agent may also be available for chat during these hours. For critical issues, after-hours support is available. Response times may vary based on the urgency of your inquiry, with solutions often found in our Help Center. Phone support is offered after reasonable efforts to resolve issues via email or chat.

Enhanced Support, available with Enterprise plans, prioritizes email inquiries, offers phone support within 24 hours during business hours, and includes a dedicated account manager for concierge services and account management.

Basic Support, included with Solo plans, provides email and chat support during standard business hours. Phone support is not available.

Please note, phone support is not available to resellers or for certain billing issues due to security reasons. Our email, chat support, and self-service resources are designed to efficiently resolve most issues. Your cooperation in providing detailed information is crucial for effective support.

Is there a support number I can call?

If phone support / remote assistance is required (Standard Support) or requested (Enhanced Support), you will receive a Zoom or Google Meet invite with dial-in instructions and a meeting link. Please be prepared to share your screen so that we can provide better guidance.

Demand for phone support / remote assistance among Macabacus customers is extremely low; a testament to the quality and ease of use of Macabacus software, documentation, and Admin Console. Consequently, we do not operate a call center for incoming calls at this time, and pass along the associated cost savings to customers in the form of accessible, competitive pricing.

Can you call me?

As indicated above, if phone support is required to address your issue you will receive dial-in instructions.