Software Support
We have two standard software support packages and these are listed below. Some clients like to choose their level of cover which is different from our standard packages, so please contact us if these standard packages do not fulfil your requirements. Please also see our “note of difference” if our software links to Sage 200.
Standard Support
The support is telephone based and provides assistance with issues when using the software covered. We offer an eight working hour response with a “best endeavours” time frame to solve/resolve/fix. We do however normally provide a solution within a matter of hours. If there is a “bug” in our software that we can’t fix and you have had our software for less than 12 months, please refer to our terms and conditions for your choices.
Where our software connects to other systems, software applications or environments and fails, having previously worked, we will look into the problem and offer an estimate to fix. The fix is not covered as part of our support package.
Installing and re-installing software is covered by telephone support only, so if you wish us to do this for you, we are happy to assist and we will offer an estimate of cost for your approval.
Amending reports in Workplace Suite is not covered by support. The built in report generator can be easy and simple to use if you know other report systems (Sages for example). It is also more powerful than many, having for example its own scripting language, data entry form design and external links to other data sources. This makes it impossible to include within our normal support package rates. Please talk to us if you feel you will require more support in this area.
Data amending/fixing/updating is not covered in our support packages but can sometimes be offered as a chargeable service.
Most of our applications work with a specific version of a Sage product. It is quite likely that sometime in the future you will wish to upgrade to a newer version of Sage and you will need the corresponding version of our software. Standard Support does not include updates and version changes. Should you need to upgrade your software to another to work with a new version of Sage you will to purchase an upgrade. You having a standard support in place will afford you a discount on the upgrade price.
Please look at and consider our Support Extra as it helps us to deliver the very best customer experience as you have access to the latest version of the software with any of the updates and feature improvements we may have added.
Our support enables you to benefit from a very low cost of ownership whilst maintaining the option to cancel your support at any time (based on our normal terms and conditions). You can continue to enjoy the benefits of the software whilst it works, as-is, in your environment.
Support Extra
The support is telephone based and provides assistance with issues when using the software covered. We offer an eight working hour response with a “best endeavours” time frame to solve/resolve/fix. We do however normally provide a solution within a matter of hours. If there is a “bug” in our software that we can’t fix and you have had our software for less than 12 months, please refer to our terms and conditions for your choices.
Where our software connects to other systems, software applications or environments and fails, having previously worked, we will look into the problem and offer an estimate to fix. The fix is not covered as part of our support package.
Installing and re-installing software is covered by telephone support only, so if you wish us to do this for you, we are happy to assist and we will offer an estimate of cost for your approval.
Amending reports in Workplace Suite is not covered by support. The built in report generator can be easy and simple to use if you know other report systems (Sages for example). It is also more powerful than many, having for example its own scripting language, data entry form design and external links to other data sources. This makes it impossible to include within our normal support package rates. Please talk to us if you feel you will require more support in this area.
Data amending/fixing/updating is not covered in our support packages but can sometimes be offered as a chargeable service.
Support Extra offers many advantages over our standard support. Most of our applications work with a specific version of a Sage product. It is quite likely that sometime in the future you will wish to upgrade to a newer version of Sage and you will need the corresponding version of our software. Support Extra includes updates and version changes.
Support Extra helps us to deliver the very best customer experience as you have access to the latest version of the software with any of the updates and feature improvements we may have added.
Our support enables you to benefit from a low cost of ownership whilst maintaining the option to cancel your support at any time (based on our normal terms and conditions). You can continue to enjoy the benefits of the software, whilst it works, as-is, in your environment.
Please note, if our software is linking to Sage 200, in line with Sages licensing model, having our Support Extra package in place is compulsory. Just like Sage 200, you will be unable to use our software if you cancel its support.
