Loan Help & Support

Our Service and Support Specialists provide clients with comprehensive assistance via phone, online chat service and/or via email. Every team member possesses extensive experience using the GMS Accounting software platform and they are strategically located across the United States to ensure reliable coverage across all major time zones.

GMS places an exceptionally high priority on quality service. We maintain service histories on all clients, and provide in-service training to keep our staff current with GMS products.

Our Service and Support hours run from 8:30 am to 5:00 pm ET, Monday through Friday. You can also access the GMS Chat Room Monday through Friday from 8:00 am to 4:30 pm ET.

To ensure proper authorization and billing procedures, external IT representatives or consultants requesting support on behalf of a client must verify that they are authorized to act for the client prior to receiving assistance. Acceptable verification includes verbal or written confirmation from an authorized client contact. All support activities deemed billable will be charged directly to the client of record, regardless of who initiated the request.

Requirements:

• Authorization must be confirmed before assistance is provided.
• Verbal or written authorization is acceptable.
• The representative must provide the client’s identifying information at the start of the session.
• Authorization must be clearly acknowledged at the start of the session.

Failure to meet these requirements may result in delayed or denied support.

All clients subscribe to a warranty and license that includes selected services. Our commitment is that your software continues to function and remains operationally current.

Here is what the basic warranty and license includes:

• GMS is a single-user version, additional user licenses are available.
• Software updates and upgrades will be available to keep your software functionally current with the overall GMS Revolving Loan Servicing System.
• Help files are provided which contain instructional usage of the GMS system.
• News from GMS – our quarterly newsletter emailed to all subscribers and accessed on our Newsletter webpage.
• Phone support access to the GMS Service Team, with calls returned within 2 hours, for assistance with software operation issues.
• Access to bulk purchase pricing for  1098 forms.
• GMS RLSS Supplemental Add-on and Enhancements.

Options are provided for continuing service – a full unlimited service program for loan and software operating assistance, or, a limited “pay as you use” assistance program.

To provide your staff unlimited support when the system is first implemented, all new users subscribe to our full-service program for the first year.

These support services are provided on a continuing basis:

• Assistance correcting user operating errors including diagnosis of problems, reconciling amounts, and posting assistance.
• Advice on all aspects of system operations including handling of specific transactions.
• Advice on hardware.
• Assistance to auditors in interpreting reports and functions performed in the GMS system.
• Access to GMS knowledge and experience about loan management, accounting, nonprofit financial management, federal assistance regulations and accounting and audit standards.
• General “problem solving” support which might apply to any aspect of system operation.