Windward Support Policy

Contacting Windward Support.

1. Windward Support can be contacted at 1-800-663-5750 for those users with a valid support plan. You can also contact support at support@wws5.com. Do not send payment transaction details via email.
2. When a customer contacts Windward Support, a support ticket is opened in our software. The support technician will then contact the customer to help resolve the issue.
3. The support technician attempts to reproduce the issue with the customer via remote support and / or using test data at our office.
4. If the issue cannot be reproduced on test data, client data may be requested using one of the secure methods outlined below.

The following are used to help clients when support or training is required:

• Remote Support - Windward Support is given remote access to your computer. If payment transaction testing is required, this may be done on a training dataset configured for a test merchant account.
• Collecting Customer Data - Your data is backed up (not including card holder data) and is sent securely to Windward Software.
• Error Reports -  Program error messages are sent to Windward Software.