Customer Service - Contacting Us

Click the question to reveal the answer, click the question once more to hide.

Print FAQs

What are your support hours?
Our support hours are 24/7, however to keep cost low and to
provide you -- our customers the best value in class,
support inquires should be used using our Customer
Interaction System (CIS) located at

With this system you can see which order in line you are
compared with other customers, the percentage of inquiries
we answer within 24 hours, as well as a full history of your
interaction with us.

× close
I would rather speak to someone!
To provide the absolute best-in-class service, we do not
offer telephone support. Our Customer Interaction System
(CIS) allows us to help customers as efficiently as possible
while keeping operational cost down -- we in turn pass these
savings on directly you (no fees for updates, low TCO of

Unlike many companies, we are open 365 -- including Christmas. 

However, if we provided enough staff needed to manage a call
center this would lead to very expensive cost (overhead) we
would be forced to pass to our customers.

Since our focus is on small and medium size businesses --
this is not our intention.

We know that nothing really can compensate for that
one-on-one interaction in a phone which is why we have went
to great lengths to add every possible question we could
think of to our FAQ as well as offer online support thats
responsive and helpful.

× close
Where are you located?
IMPACT Software Company is based in the United States of
America and is located in Charlotte, North Carolina.

Our mailing address is: 
3020-I Prosperity Church Road
Suite 173
Charlotte, North Carolina 28269

× close
Scope of Support
Our staff answers hundreds of questions in regards to Ad
Peeps -- configuration, best use, recommendations, ect.

The following are generally topics within scope of support.

1. PHP/MYSQL compatibility - ensuring Ad Peeps works with
the supported PHP and MYSQL versions and keeping up with updates

2. Troubleshooting issues such as ads not showing, ect.

Outside the scope of support however are things like
performance, capacity planning ect. To review performance we
often need specialized
tools, ssh access, view server logs, memory, cpu information
all of which is not typically available.

We also don't provide support for issues for layout problems
that are caused by your website design, style sheets ect.
This is for a webmaster to troubleshoot.

× close
We're on Social Media!
Find us also on Twitter and Facebook. We are increasing our
efforts to staying connected to our customers via a variety
of mediums. 



× close