Customer Support

How to Contact the AIMS® Support Team

You must be registered for the helpdesk system before requesting support. Please follow these instructions for creating a support account.

If you are registered, the fastest and most effective way to reach our support staff is via This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Every email we receive automatically creates a support ticket in our help desk system.

Submit a new issue through the helpdesk system or by email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
ONLY in the event of a service outage emergency situation may one submit an emergency request.
Phone calls, faxes, and other forms of communication may result in issue handling delays. Our support team will usually respond to your issue in the same manner in which it was reported, in the order it was received.

So customers don't wait on hold, the support center will ask callers to leave a voice mail message which is immediately sent to support. This is monitored during normal business hours, Monday through Friday, from 8:30 am to 4:00 pm Pacific time.

Support telephone: (310) 361-5710 option #3
Support fax: (213) 405-2415
Support mail:
AIMS Tech Support
1633 E. Fourth Street
Suite 260
Santa Ana, CA 92701

When to Contact Technical Support
The primary responsibility of our technical support team is to solve problems customers may face with the AIMS system. Issues related to hardware, networking, or other software products should be reported to the appropriate vendor. We can recommend skilled and reliable hardware and networking technicians when needed.

Customers requesting technical support should have a basic working knowledge of Microsoft Windows, including the ability to browse, and copy or move files and folders on the hard drive or the network. You should also be familiar with how to grant online remote access to the computer.

Please note that technical support is not a substitute for training. We gladly offer training on specific issues, features, etc. – at an additional charge – to customers who provide us with online, remote access to their AIMS system. Most training sessions can be conducted in 30 minutes or less.

Response Times
We strive to respond to all support requests within four hours or less, in the order in which they are received. However, response times are subject to priority, call volumes and other factors that are sometimes out of our control. Issues reported in the afternoon may not be addressed until the next business day.

In the event of an emergency, such as a system that is down or is performing in a way that is preventing your organization from conducting business, please use our emergency form. Indicate the details in your correspondence so we can give your issue top priority.

Support Fees
If you are renting your AIMS software system, all support-related costs are included in your monthly fees, and all services are available to you at no charge. If you have financed the purchase of your software licenses – in whole or in part – through us, then you must pay a support fee until all licenses are paid in full.

Once the software is owned outright, you can pay-as-you-go for support, or purchase a support contract, which makes services available at substantial discounts. Support contracts are available in monthly increments, with a minimum of three months. A ten percent discount applies to contracts with a duration of 12 months or longer. All contracts are exempt from rate increases as long as there is no lapse in coverage between renewals. Additionally, users with active support contracts receive 10 free minutes of phone support for each new incident.

Refunds are not available for cancelled support contracts.

All rates and fees are subject to change at any time, without prior notice.

Billable Support
Clients with active support contracts will receive the first 10 minutes of telephone or other online support free for any issue. The remainder of the required resolution time will be billed at preferred rates, with time rounded up to the nearest half hour. Customers without a support contract will pay standard (higher) rates, with time rounded up to the nearest hour.

In some cases, problems can be resolved offline. These issues will be billed at a fixed price, based on the estimated number of hours required.

Billable support is never performed without your advance approval. Additionally, AIMS will never charge to correct problems caused by bugs or defects in the software.

Online Support
Most problems can be promptly resolved – without the need for a technician to visit your office – through secure remote, online access to your AIMS system. If our technicians cannot correct your issue in this manner, AIMS has a built-in function that allows you to send an encrypted copy of your data files directly to our office, where we can attempt to replicate and fix your problem.

Payment Terms
Payment for your support contract is due at the beginning of the contract term. Clients who report an issue, but have not yet paid their contract fees, will be asked to remit payment in full before the problem is resolved, or will be billed the higher standard rate charged to those customers without a support contract.

Payments that are 60 or more days past due will result in automatic contract termination. Re-establishing your contract after that may result in substantial rate increases, and will require you to pay for any support performed during the payment lapse at the new contract rate. An additional reinstatement fee equal to 15% of your new contract price will also be assessed.

Software Updates
Customers using the hosted version of AIMS, as well as those who hold an active support contract, are entitled to all updates and enhancements for all legally-licensed products at no charge. Other clients can access software updates at no cost through our download service.

Appointment Cancellations
There will be no charge for support appointments that are cancelled with at least 24 hours notice. Appointments cancelled with less then 24 hours notice are subject to a one-hour charge.

Passwords
Customers who are renting AIMS, or have purchased AIMS licenses on an installment plan, will require a password every 30 days. Passwords are available on our Web site, at any time, to all clients in good standing. Customers with delinquent or past due accounts will be unable to access their passwords.

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