HVMS support requests can be submitted at any time through a support ticket. HVMS Support Specialists are available at the below times. If a general support request is submitted outside of the general support hours, it will be addressed during general support hours. For our Emergency Support Policy click here.
General Support Hours
Monday to Friday: 7:00am – 6:00pm CST
Live Chat & Phone Support Hours
Live chat support is available and visible from the bottom right-hand corner of this webpage and our support portal during the below times only
Monday, Tuesday, Wednesday, Friday: 9:30am – 5:00pm CST
Thursday: 10:30am – 5:00pm CST
*Thursday delayed start time for staff training
Phone support is also available during the above chat times, to leave a message for the next available support specialist to call you back, dial:
“Molly did a phenomenal job of helping me yesterday with a reoccurring problem, she spent pretty much the whole day helping to check each of our machines in hopes that we have the issue taken care of and if not a good starting point. I can not say enough good things about Molly’s help yesterday.”
“Great Customer Service!!!! I have worked with 4 different veterinary software throughout my career and I really think that yours is the most user-friendly one. I just wish that the clinic would use all the options that you offer (e.g. Diagnosis).”
“I want to thank Nicole and all associated support staff for the excellent job in assisting us w/ any dilemmas that may arise…in our case the instances are very few! We have had HVMS for over 8 years and love it! We appreciate all you do to help keep our business functioning properly.”
Vandy Starnes, Franklin Equine Services
HVMS Emergency Support Policy
HVMS after-hours Emergency Support is available outside of our general support hours for situations where your HVMS software is not accessible from your server or any of your workstations.
To contact our Emergency Support services outside of general support hours, leave a voice message using our support phone number (1-877-207-3335 ext.2) In addition, you can submit a support ticket with the word ‘Urgent’ in the ticket title with additional details about your emergency.
NOTE: General support requests submitted during Emergency Support hours will be addressed during general support hours as listed above.
U.S. Observed Holidays (general support closed):
Christmas Day: Wednesday December 25, 2019
Boxing Day: Thursday December 26, 2019
New Year’s Day: Wednesday January 1, 2020
Good Friday: Friday April 10 2020
Memorial Day: Monday May 25, 2020
Independence Day: Friday July 3, 2020
Labor Day: Monday September 7, 2020
Veteran’s Day: Wednesday November 11, 2020
Thanksgiving: Thursday November 26, 2020
Thanksgiving: Friday November 27, 2020
Christmas Day: Friday December 25, 2020
Boxing Day: Monday December 28, 2020
New Year’s Day: Friday January 1, 2021