Contacting Us
Here you will find recommendations on what to provide when contacting our Support and Training Teams to help them answer your questions quickly and efficiently.
Preparing to Contact The Edge:
Please provide the following when contacting us.
- Your store name, your name, and both a phone number and email to best reach you.
- Your Edge version (number in the lower left corner of The Edge main screen).
- A description of the assistance required including some details, for example:
- Support: Did something work before and suddenly stop?
- Training: Are you not getting the expected results when running a report?
- What has changed recently (Edge update, new hardware, etc.)
- Level of urgency
- The Windows® operating system you are running.
- If you encounter an Edge Error Message, please use the email button to send it to us. If that does not work, copy and paste it into an email.
|
Fax
Send a fax to:
877-683-4888 |
|
Support Hours & Method of Contact
Standard Hours: Monday through Friday 9:00am to 5:30pm Please NOTE that when calling 877-844-0002 for Support, there is an option to leave a voicemail immediately, or you may select option 6 to be put into the live queue to be answered by a Support Receptionist. If you receive our voicemail, please leave us a detailed message. This will automatically create a case file for you in our Support queue. After Hours and Saturdays: Monday through Friday 5:30pm to 9:30pm Saturday 10:00am to 6:00pm Please NOTE the only way to reach support during these times is to dial (877) 844-0002 and press 9 to leave a voicemail. A tech will contact you within an hour. Look for Holiday hours and schedule changes on the newsfeed. |
|---|
|
Appointments
Best for installations, hardware swaps, new workstations, etc. To minimize your costs, request appointments that coordinate with consultants's visits. Email support@ajsllc.com |
|---|
|
Document Library
Click the yellow Help button from anywhere within The Edge to find help about that screen or search by keyword. Visit EdgeUser.com for an array of tip sheets and videos |
|---|
|
Remote Assistance
Lets us see your screen and/or transfer files during a case. To request remote assistance, email support@ajsllc.com |
|---|
Abbott Jewelry Systems, Inc.
Makers of The Edge®
3 Corporate Drive #215
Shelton, CT 06484
1-855-TRY-EDGE