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.

Contact Us Open a Support Ticket

Our Support Team

Todd Goatley-Seals

Todd Goatley-Seals

Head of Support and Koha Evangelist

Todd Goatley-Seals

Todd Goatley-Seals

Head of Support and Koha Evangelist

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

Julie Wilson

Julie Wilson

Support

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.

Alyssa Drake

Alyssa Drake

Support

Alyssa Drake

Alyssa Drake

Support

Alyssa began working in libraries as a shelver at her college library in Connecticut but she didn't fall in love with them until she worked at a public library in Oregon. It was there that she really understood the depth and breadth of what a library does for its community. Now, she is proud to work at Bywater where she can support the incredible library staff members who do this important work!

She currently lives in Rhode Island with her partner and their cat. In her free time she likes to draw, paint, play Magic the Gathering, go to the beach, cinema, or go see some live music.

Lauren Conley

Lauren Conley

Aspen Support / Customer Success Analyst

Lauren Conley

Lauren Conley

Aspen Support / Customer Success Analyst

Lauren has a BA in International Studies from The Ohio State University and an MLIS from Kent State University. She grew up in Ohio, spending most of her time reading and then realized becoming a librarian would be a good fit (after she swore never to return to school again). After moving to Colorado, she worked for a library consortium, serving public, school, community college, and correctional libraries across the state. She has a firm belief that everyone deserves a good library and loves helping library staff with their questions and processes. She lives with her librarian spouse, daughter, and dog in Colorado and enjoys reading, sunshine, and playing trivia.

Eric Swenson

Eric Swenson

Implementation Support

Eric Swenson

Eric Swenson

Implementation Support

Eric grew up in a family of librarians. His mother and sister blazed the trail that he later followed while completing his Bachelors Degree in Technology Management from Kansas State University. It was during his time as a student worker in the Salina Campus library that he developed a passion for what libraries can do and the incredible stories that their data can hold. He first full-time job in library land was for the South Central Kansas Library System where he provided I.T. support for 14 counties worth of libraries ranging from the "tiny but mighty" up to the "oh wow, that's big". Eric enjoys discovering new board games, going on adventures with his wife and three children, and generally geeking out over things.

Lynn Uhlman

Lynn Uhlman

Support II

Lynn Uhlman

Lynn Uhlman

Support II

Lynn Uhlman is a library systems professional with over 20 years in public, academic, and consortium library settings. She has a strong background in integrated library systems, metadata management, staff training, and strategic planning. Lynn is passionate about leveraging technology and data to empower libraries and the communities they serve.

She lives in Maine with her two children, a dog, and a cat. In her free time, she enjoys creating mandala art, painting coastal landscapes, going for walks, and reading.