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 – 5:30pm 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:
North America: 1-855-508-4800 or 1-877-207-3335 ext.2
Australia: +61 1300885445
“Fastest problem solver in all the land! I keep leaving your IT’s with my issues and when I come back to my computer they’re magically fixed. Wizards!”
Nancy, Energy Equine
“Very responsive and work with you to set realistic time frames to complete projects that your business needs to work more efficiently.”
Shelly, Woodside Equine Clinic
“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.”
“It’s always a pleasure to work with Betsy, she gets me the answers I need and helps me so I can help myself in the future.”
Sheila, Retama Equine Hospital
“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
“Much improved software support over that past year. Very pleased with communication and results!”
“Your customer service is outstanding, not sure how it could be any better!”
Dr.Mark Baus, Grand Prix Equine
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 (1-855-508-4800) 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):
New Year’s Day
Teamviewer allows our support technicians to securely access your computer and better assist you with questions and support issues.
IN RESPONSE TO COVID19
If you are in a situation where your HVMS Server is located at your veterinary practice but you need access to Main HVMS remotely from home or another location, here is some helpful information