Supports
Please utilize our extensive HIPs knowledge base available through the support portals above for your initial support needs. HIPs users are also encouraged to make use of our Technical Manual for additional guidance.
- Standard support is available to all HIPs existing Fingerprint customers. Our talented technical staff provide all standard support via email or call. In many cases just an email or two will resolve the issue.
- Standard support hours are 10AM-5PM, Monday to Friday. It is our goal to return support emails the same day.
- Enterprise support is provided to HIPs enterprise customers. HIPs enterprise customers enjoy extended support hours as well as phone support when necessary.
- Enterprise support hours are 9AM-6PM, daily and tickets are monitored on weekends. It is our goal to return support emails for enterprise customers within 6 hours. If we determine it is necessary to remote-in or call, we will make the appropriate arrangements to get you squared away.
We strive to provide reliable customer support. However, as humans, we occasionally make mistakes. If you haven’t heard from us, it is likely due to one of two reasons.
- Our response email to you went into your SPAM folder… please check there.
- The return email address wasn't valid and possibly mis-typed. Please feel free to send us another email.