Support

Support

Quality of support is the most important focus of our company and we pride ourselves on the implementation of this key feature. ByWater Solutions has the lowest customer to support personnel ratio in the business, and we are hiring additional support specialists regularly. If you are having an issue with your system, our support team will help to solve the problem.

Our Support package includes, but is not limited to:

  • Technical consulting and problem solving
  • Consultation with network configuration
  • Customizations and “tweaking” to the interfaces
  • Report generation
  • Bug-fixes and the application of community released bug fix enhancements as they become available
  • Management and updating of community or customer sponsored enhancements.
  • 24/7 monitoring of your hosted server
  • Regular updates to your system as new functionality becomes available to you, as well as the application of new releases to your system as they are made available

If you are having an issue with your system, our support team will help to solve the problem. Our top rated 24/7 support package is completely comprehensive and ensures the best possible experience for our customers. We also ensure all of our customers have the tools to be plugged into the wealth of knowledge and expertise available within the open source community.

Our Support Team

Amy Schapiro

Amy Schapiro

Support Team Lead

Amy Schapiro

Amy Schapiro

Support Team Lead

Amy lives in New York State with her husband and children (both human and animal.) She received her BA at Plattsburgh State University and her MLIS at Long Island University. She's spent 12 years in the world of public libraries, has worked at every service desk, and instructed both colleagues and patrons of all ages in technology and software use. Amy enjoys spending time with family, kissing animals on their faces, and playing the ukulele.

Margaret Hade

Margaret Hade

Partner Advocate/Project Manager

Margaret Hade

Margaret Hade

Partner Advocate/Project Manager

Margaret’s love affair with libraries began as a volunteer at her local public library when she was thirteen. Since then she’s worked in public, academic, and specialty libraries; interacting with library users and library software of all kinds. She earned her M.L.I.S. at the University of Denver and has a B.A. in History, minor in Chinese language and culture, from The College of New Jersey. As a support lead, Margaret nurtures ByWater Solutions’ partnerships.

Todd Goatley-Seals

Todd Goatley-Seals

Koha Evangelist and Support

Todd Goatley-Seals

Todd Goatley-Seals

Koha Evangelist and Support

Todd hales from the Washoe County Library System in Reno/Tahoe, NV. It's a large and wonderful library system nestled in the incredible Sierra Mountain Range. He came to Reno/Tahoe via Southeast Florida a move that changed his life in many ways. He enjoys running, biking, skiing, traveling and sharing time with family and attending community events.

Julie Wilson

Julie Wilson

Support Lead

Julie Wilson

Julie Wilson

Support Lead

Julie has a MLS from Texas Woman’s University and has worked in special libraries in the field of print journalism. She stepped away from libraries to raise her daughter and has come back into the field to work at ByWater. She has had a lifetime love for libraries and currently lives in central Texas.

Hebah Amin-Headley

Hebah Amin-Headley

Implementation Support

Hebah Amin-Headley

Hebah Amin-Headley

Implementation Support

Hebah spent a large portion of her formative years in libraries but took a few years after college to realize that's where she belonged in her professional career. She received her MLIS from the University of Missouri and has spent the last nearly 10 years in public libraries. When not working, she shares her life with one spouse, one future reader, and two spoiled cats. Her hobbies include knitting, crocheting, spinning her own yarn, reading, writing, and gaming.

Mark Miller

Mark Miller

Implementation Support

Mark Miller

Mark Miller

Implementation Support

Mark developed his love for libraries doing research for his BA in music from the University of Wisconsin-Whitewater. Since then, he has received his MLIS from the University of Illinois at Urbana-Champaign and worked in libraries in the Chicago area before finding a way to combine his love of libraries and technology at Bywater. In his spare time he enjoys making music, playing games, and petting his dog.