Technical Support

Hudson products are dynamic and constantly evolving. That is where our Technical Support and Systems Engineering Department comes into play. The Tech Support staff will assist with the implementation of the software, configure it to provide you with the information you need, and then help train your key personnel on how to operate and manage its various components. The Tech Support staff will also be your primary point of contact within the Hudson Group for routine questions regarding all Hudson Products. Through the wonder of current Internet and communications technologies, our technicians can resolve most all support issues remotely. This saves you the expense and delay of on-site visits to your facility. Routine and Emergency Support are included in your monthly license fee. Unusual, excessive, or support needs outside the scope of Hudson products or services may incur additional support charges. You can request a copy of our support and escalation policy by calling or emailing Tech Support.

Self-Service Online Support

HWeb KnowledgeBase

You will find the answers to many of your routine questions in our online documentation. You may access The Hudson Group KnowledgeBase at http://kb.hudsonltd.com/ . This link is also included for you from within most HWeb products. Open HWeb Agent, Dispatcher, Admin, etc. Click HELP on the Menu Bar. Select Hudson on the Web, and then choose Hudson KnowledgeBase. The KnowledgeBase is a source of articles, audio and video training resources that will help you answer many of your own questions.

HWeb Forum

Perhaps the greatest resource available to you are the other people who use the suite of Hudson products and applications every day - other Hudson clients. In order to foster client-to-client communications, we have provided the HWeb Forum. You can visit the forum at: http://forum.hudsonltd.com . By creating an account and logging in, you can post a question to other users of HWeb and ALERT products. While you are there, why not check out some of the other open questions / posts? You may be able to return the favor and provide an answer to a question posed by aonther user.

E-mail Support

You can send your routine support questions to .(JavaScript must be enabled to view this email address). Emailed support requests are routed to all members of our Technical Support Staff and will normally be replied to the same or next business day. You may send a question or message to the Tech Support department from within most Hudson Products by clicking HELP on the Menu Bar, then selecting Hudson on the Web \ Send email to: .(JavaScript must be enabled to view this email address).

Phone Support

(001) 978-531-1115
This one number will connect you to all Hudson Departments. For routine Technical Support questions, press extension 1 (ONE) and leave us a message with the details of your question. That question will then be routed internally and assigned to the person most knowledgeable about your question or issue.

Emergency issues… press extension 2 (TWO). 24 hours a day, your call will be routed directly to the on-call support technician. In the event that technician is engaged on another call, you will be asked to leave a voice mail message. That message is instantly forwarded to all members of the Technical Support Staff and your call will be immediately replied to. The Emergency Support extension is answered 24 hours a day, 7 days a week, 52 weeks per year. You will never be left without assistance when needed.

Got Credits?

In the event you are asked to purchase TechSupport credit before calling for routine support assistance, you can purchase your credits securely, online, with your credit card. It takes just a couple of minutes and you will instantly receive your confirmation email, with the necessary Record Number included. Present that number to your TechSupport staff member when calling. Credits never expire and may be purchased in one of many cost effective packages. Go to https://buysupport.hudsonltd.com to start the process.

HWeb Release Tracker

Staying on top of the latest enhancements, configuration changes and bug fixes is easy. Hudson applications are being updated and revised continually. New versions, or releases, are always made available to current clients at no charge. We always want you to have the latest and greatest software available. When you want to know what is new in the latest release, or any previous release, the HWeb Release Tracker is your online resource. You can look at bug fixes, enhancements and new functionality for the newest release and then determine if this release is for you.