Our Definitions of Various Types of Support for Our Applications.

Please print this page for future reference.

Unlimited free support for 30 days or perpetual unlimited phone support for our applications by phone comes with the purchase and registration of each of our products depending on which type of support you purchase along with the application(s).  You must have a paid and registered copy on file with us of each application to qualify for the free service or any other paid service.  There will not be any exceptions to this requirement.   Please do not make any collect phone calls to us to get this free or paid service.  If we accepted collect calls or provided 800 number phone call support we could not make it a free, unlimited or a low cost paid service.  

The definition of free or paid perpetual unlimited support is as follows:

It is the support, by phone, user's may require to install the application files and/or move around in the application to enter data and view or print reports.  In other words, it is the support necessary to solve some sort of a lack of understanding the user may have about installing and/or using the application(s) to get around in the application(s) and thereby use the application(s).  Most of the time the user will be given verbal explanations and then directed to the appropriate context sensitive online help and the User Documentation when getting this support. 

The definition of what free support is not:

Free support is not how to set-up (or load) your own unique data-sets (customized data-sets) within the application(s).  We also call this customizing/teaching your licensed copy your unique way of doing business.  Please note there is a significant difference between the two.  Please read on.... 

Data setup (or loading or customization/teaching) on your site or remotely by modem or fax:  We charge $395. per day plus per diem plus out of pocket expenses (based on actual expense paid in advance and/or daily) for the data set-up service either at your site or remotely by modem, fax or phone or any combination of thereof. 

Our definition of annual paid support for our applications.

If you, the purchaser, wish to purchase annual paid support giving you will get at least one annual upgrade of your application(s) along with limited user phone (only) support on how to setup (load) the data for the business is also available.   Enhanced user support, in addition to the free support, is also included.  Minor quick-and-easy changes and/or additions (updates and/or upgrades) to your applications over the internet is also included at no additional charge. However, the decision to do the changes and/or additions on a no charge basis is solely at our discretion and we will not be required to do them when and if suggested. 

The cost of annual paid support (use Service Plan link in left pane) is payable yearly in advance. Please inquire about quantity pricing.  There are significant advantages to purchasing this support as noted above.  If we do the support remotely (see below) there are generally no out of pocket or per diem expenses.

If you have suggestions, please send us an suggestion (use Suggestions link button in the left pane) to let us know what the suggested improvement or change is and we will get back to you ASAP and let you know if we will incorporate the change into the application and send it to you.

Data Transfer and Data Scrubbing:

We can also supply additional data scrubbing and transfer (export/import) services to bring data out of an application you may be presently using into our data files.  That service is available by firm quote only.  Out of pocket expenses for the data set-up and/or scrubbing service either on your site or by modem, fax or phone or any combination of them will be quoted separately.  Please inquire by phone. 

Our definition of remote support for our applications.

If you wish to purchase remote support of any kind, please email us with your perceived need and then phone us so we can give you a firm quote.  We can also bill you by the hour if you prefer.  We suggest you purchase for about $19.00 per month a remote communications utility subscription from www.gotomypc.com for your use whereby you can connect your computer with ours over the internet using that utility.   
The way remote support works is, you call us using the remote host utility and we will then be able to operate your computer together, using the remote terminal utility, as if we were on site sitting next to you.   Keystrokes and mouse operations made by both of us will show up on your monitor.  In other words, we will also be operating your computer along with you.  We can also talk on another phone line and transfer files back and forth by email attachment including data and/or upgrades to applications at the same time.  It works just like us being there since our computers operate as though they were both on the same network.