Our dedicated support team provides our clients with live assistance Monday-Friday 9 AM to 6 PM EST as well as 24/7/365 emergency support.

Helpdesk

Yellow Dog Software will make available support staff during the hours of 9:00am through 6:00pm EST Monday to Friday.  Support staff will attempt to respond to issues and requests made by Client’s staff within 30 minutes for an issue where the system is inoperable or is substantially impacting guest services.  Support staff will attempt to respond within 2 hours for issues that impact system operations but are not impacting guest services.  Support staff will respond within 1 business day for those issues that have no immediate operational impact. 

Emergency Support

Yellow Dog Software will also provide emergency support from 6:00pm to 9:00am EST Monday to Friday, and all day on Saturday, Sunday, and Holidays. 

Emergency support is only provided if you cannot open your Yellow Dog software, you are unable to sync your handheld device, or you have menu items that are not updating to your point of sale system.  Service on issues not meeting these criteria will be deferred until the next available business day.

How to Contact Us

Customer Portal

Our customer portal allows you to do a number of things including:

  1. Chat with our Support Team Monday-Friday 9am-6pm EST

  2. Access the Knowledge Base

  3. Start, Update, or View the status of a Support Ticket

  4. Download User Manuals and the "What's New" information on each version

  5. Watch training videos (Click here to see the list of videos)

Don't have a login to customer portal? Click here and select "Create Account".  

Already have a login?  Click here:  Portal.YellowDogSoftware.com

Training

Yellow Dog Software provides free training to our users that are on a support plan. Training is offered 10am to 4pm, Monday through Friday EST for up to a 1 hour block.  Client may schedule 2 training sessions per month.  We will need to remotely access your computer for the training and typically use a tool called Team Viewer that can be launched from within the Yellow Dog Inventory client software. This computer will need to have the Yellow Dog Inventory client installed or accessible.

To schedule a training session, please below:


Implementation Related Information

To access our implementation help site, Click Here

 

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