Support Services
As a SouthWare® Excellence Series™ user, you will be able to rely on Custom Financial Solutions' support to ensure the highest performance possible. We partner with our customers for the long-term by providing a full range of post-sale support and ongoing services.
Support Plans
Custom Financial Solutions gives you two great options for support. Please choose the best support agreement option that is most appropriate for your business needs.
- Client Care Support Agreement: Our Client Care Annual Support Agreement is a our most comprehensive full service support agreement with many Client Care Advantages at no additional charges.
- Per Incident Support: A flexible option to provide you assistance only when you need it. This agreement is designed for clients that do not require the support and training services provided by the all-inclusive Client Care Annual Support Agreement. (SouthWare® periodic updates are not included)
Daily Support
Custom Financial Solutions provides email or telephone support for our customers to report problems and to seek assistance in the use of the software. Daily support does not provide training or perform consulting services.
When you call or email for support assistance, please have the following information available:
- Contact name
- Contact telephone number
- Contact e-mail address
- Type of call: General or Technical
- Module Name
- A brief description of the problem
Telephone Support Numbers
For Custom Financial Solutions Ithaca Office: 607-257-4959
For Custom Financial Solutions Alexandria Office: 318-561-8323
Email Support
Contact CFS via email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
Standard Support Hours
Monday - Friday (excluding holidays) 7:00 am to 5:00 pm CST
After-Hours Support
After-hours and extended support may be offered only if pre-scheduled with the Custom Financial Solutions' support staff. We offer this service to allow our customers to receive help after regular business hours. Note: After-hours support is available with 48 hrs. advance notice.
Holiday Support Schedule
CFS Support will be closed on the following days:
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day and the day after
- Christmas Day
- New Years Day
Problem Escalation
Despite our best efforts to ensure all customer concerns are efficiently treated, sometimes you may feel that your question is not being handled to your satisfaction. Custom Financial Solutions' Customer Services Group can help you with virtually any request, including getting your problem in front of the appropriate individuals, such as our management.
Please contact Charlotte Wasmer at 318-561-8330 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it with any issues you would like to escalate.