Customer support on your terms!
We offer free customer support for ShipRush by phone, live chat, and email. Our customer service team is happy to answer all your ShipRush-related questions. Self-help is available in our community forums and knowledge base.
Phone Support: 8:30am – 5:00pm (Pacific Time), Monday through Friday – 206.812.7874
Live Chat Support: Normally 5:00am – 5:00pm (Pacific Time), Monday through Friday
Email Support: firstname.lastname@example.org – We will typically respond within 2 hours on normal business days
In addition to support for ShipRush, we also provide:
Basic assistance for supported printer setup and use
Basic assistance for supported scale setup and use
Basic support for network setup and use
Remote Access May Be Required: ShipRush technicians may require remote access to your computer, particularly when anomalous issues arise This is done using a ShipRush-provided system, covered by the normal advanced support session fee. When remote access is performed, you can watch everything the technician does, and can disconnect the ShipRush technician at any time. If the ShipRush technician requires remote access and it is not possible (due to customer company policy, or problematic internet access at your site, for example), ShipRush may not be able to render assistance.
Subscription Support: Paid versions of ShipRush Web are licensed on an monthly subscription (aka ‘activation’) basis. Initial purchase activates the product, and renewal is required for continued operation. Paid versions of ShipRush Desktop software are licensed on an annual subscription basis. Subscription software includes all updates, upgrades and hotfixes released during the activation period.
Developer Support: Several products are available for developer audiences. Support for ShipRush SQL is available on the relevant support forum. The ShipRush SDK and Web Developer Kit are supported on private support forums.
Forum Support: ShipRush's technical support forums are a great way to interact with the ShipRush support team. Forum support is included at no charge. Critical issues (system down conditions, and time sensitive inquiries) should be made by phone, not on the forums.
Support for Paid Licenses: Simple support issues are free, and all setup calls done within the first 30 days after initial purchase are as well. However, more complex issues, including networking, UPS Pro concerns, system failures, system moves, and system configuration changes are subject to a paid support charge. Paid and no-charge phone support incidents have a half-hour cap, unless otherwise noted. Network problems, data corruption, and other system issues may require more time. The support technician may ask you to open additional incidents if more time is required.
Support for Non-paid Licenses: Support is typically free for non-paid licenses. Please give us a call at 206.812.7874, Monday through Friday, 8:30-5:00 (Pacific Time). We can also be reached by email at Info@ShipRush.com, or via our Live Chat interface at the bottom of this page.