SUI: Support Contact Procedures

Contact Information:
Toll Free: 800.756.0035 ext. 2
Local: 605.361.2073 ext. 2
Email: support@su-inc.com
Fax: 605.361.5443

Office Hours:
Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Standard Time
*We are closed on major holidays.

When calling, if there are support representatives immediately available, your call will go directly to a representative and you will begin working to resolve your question or issue. If there are no support representatives immediately available, your call will be logged by the receptionist and will be returned as soon as possible. The receptionist will ask for your name and Customer ID, and a brief description of the issue.
If your request meets the criteria for a priority (see “Prioritization” below) or if you have any other schedule constraints for a callback time such as a meeting or lunch, let the receptionist know this as well.
When emailing or faxing, the receptionist will log a call once received. Be sure to include your name, Customer ID, and a brief description of the issue on emails and faxes to ensure they are logged correctly. All requests whether initiated via phone, email, or fax, will be responded to with a phone call unless directed otherwise.
All support requests logged before 5:00 p.m. CST on normal workdays will be returned as soon as possible on that same day.
If the line is busy or there is no answer when we call back, we will continue attempts approximately every 20 minutes depending on representative availability. We will attempt alternative numbers as well.
If we get a voice mail, we will make three attempts, leaving a message each time. After the third message, your request will be set-aside until we hear back from you. When you call back in, your request will be taken in order based on your original contact time, most likely moving to the top of the list.
Occasionally a support representative may email you directly when working on an issue, however for future issues, be sure to email the general Support address or call the 800 number listed above, as we can guarantee these contacts will be responded to in a timely fashion. Contacts directly to representatives cannot be guaranteed as individual schedules vary.
Support staff meetings are held on Friday mornings at 8:00 a.m. The receptionist is available to log calls, but support staff will not be available until after 8:30 a.m. unless a call is a priority or prior arrangements have been made.

Prioritization:
If you are in one of these situations, make sure to mention it to the receptionist and they will prioritize your call. We do ask that you use discretion, as your call will be placed ahead of other customers’ calls.

Checks Due: If you are working on Payroll issues and the Payroll Checks / Direct Deposit need to be completed that day
Board Meeting: If you are working on something that is needed urgently for a Board Meeting or for your Superintendent or a Board Member
Locked Out: If you are unable to log into the system or it is frozen and you are unable to work at all.
Tech / Auditor On Site: If you have someone on site who has a limited timeframe to help you with an issue, such as a shared / part time Technician or an Auditor

If there are other extenuating circumstances regarding your call, let the receptionist know and we will do our best to accommodate your needs.