Our technical support staff is based in the United States and can assist you with operating our software system. The best method to contact our technical support staff is utilizing our Online Chat option in the lower right-hand corner of the website. This is the fastest way to reach a real person that can help you with your issue. You do not need to be logged in to use Online Chat.
Hours of Operation
Technical support services are available Monday to Friday from 9:00 am to 5:00 pm Eastern Time (America/New_York). Our offices are based in New York State, USA, and our hours follow the United States Eastern Timezone (EST or EDT), which is either UTC -05:00 or UTC -04:00 during Daylight Saving Time. Office holidays and exceptions are listed at the bottom of this support article page.
The Online Chat Messenger
We offer fast and responsive support through our online chat messenger. Login is not required. We can interact with you in real-time, send you screenshots, receive screenshots or files, and highlight items on your screen. It's super-efficient and the best way for us to help you use the system. Online Chat is available in the bottom right corner of our website. It is available no matter whether you are logged in or not. Please ensure you don't have any ad-blocker browser extensions or other content-blocking browser extensions which can occasionally interfere with or block our Online Chat messenger.
Mobile Apps Online Chat
Our online chat messenger is also available through both our Android and iOS apps. It can be located by accessing the settings menu and choosing the Tech Support option.
Mobile Web Browser Online Chat
The mobile web version of the software also has access to our online chat messenger by opening your mobile device's web browser (like Google Chrome or Safari) and navigating to www.horizonwebref.com. From there, you can access Online Chat without needing to log in via the bottom right corner of the website.
Use of Artificial Intelligence Responses
Our online chat messenger has integrated a new Artificial Intelligence bot powered by GPT-4 to enhance our user support experience. We utilize this AI bot to provide prompt initial responses to user inquiries. Its intelligent algorithms allow it to rapidly navigate our extensive support article library and deliver personalized answers that often address users' specific questions immediately. However, we want to emphasize that user satisfaction is our utmost priority, and we always offer the option for users to transfer to a real human support agent for further assistance. Our dedicated team can still provide personalized and comprehensive support to meet all customer needs.
Phone Number for Support
We do not offer phone support services. Using a software platform is a visual process. We frequently need to send you screenshots, links to resources, pictures or interact with you electronically while you're using the system to find out what is happening on your device and provide guidance. We also need to perform electronic identity verifications when accessing your account details. We can't do all those things over the phone. Online Chat is the way to go if you need real-time assistance, so we can follow along with you and walk you through any operation you're looking to perform.
Please don’t think this means we don’t want to speak to you — quite the opposite, actually!
We’ve found we can give our highest support quality and resolve your questions faster when we focus our efforts on electronic communication methods. This setup also allows us to pass on valuable resources, which you can then refer back to again in the future if you forget!
Our technical support staff is based in the United States and observes the following holidays in which general technical support services are unavailable. During holiday times, our technical support staff continues to monitor system performance and operations for emergency conditions or outages, but responses to general support inquiries from users are not typically issued during our observed holidays:
New Year's Day (January 1)
Birthday of Martin Luther King, Jr. (Third Monday in January)
Washington's Birthday (Third Monday in February)
Good Friday (Friday before Easter)
Memorial Day (Last Monday in May)
Juneteenth (June 19 or the Friday/Monday before/after if on the weekend)
Independence Day (July 4 or the Friday/Monday before/after if on the weekend)
Labor Day (First Monday in September)
Columbus Day (Second Monday in October)
Veterans Day (November 11)
Thanksgiving Day (Fourth Thursday in November)
Black Friday (Friday after Thanksgiving Day)
Christmas Eve (December 24)
Christmas Day (December 25)
New Year's Eve (December 31)
Year-End Holiday Season
During the year-end holidays, our support responses may be delayed longer than usual, from approximately December 19 to January 3rd, while we give our staff time with their families. Support is still available, but please expect longer than usual wait times.
Annual Company Summit
Each year since 2007, our company gathers to coordinate and evaluate our practices for the year. We do this at the beginning of the summer each year for two weeks, typically around June 25 through July 10. Online Chat support responses are delayed and longer than usual during this time. This is scheduled during our least busy season to minimize impacts on our users and ultimately helps us to provide better service in the long run. During our company summit, our technical support staff continues to monitor system performance and operations for emergency conditions or outages.