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We stand behind all of our
products, and do our utmost to provide the level of support you really
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All of our systems come with on-line,
context-sensitive help, plus extensive descriptions, how-to instructions
and tutorials. We add to these help systems the same way we enhance our
systems: in response to our clients' requests and comments. Every new
release of our systems is accompanied by an updated Help file.
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Reporting a Bug (or requesting an
enhancement) is as easy as completing a simple form, on our web-based
Bug Tracking system. Track the progress on
bugs you report, see what others are reporting, add your comments in
support of new features, or suggest modifications to make things just the
way you like them to.
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New releases, including both bug fixes and
new features, are posted on our ftp site, available to all of our clients.
Notification of postings are made to all current subscribers via e-mail.
Notification also includes instructions on what to download and where to
place it on our clients' networks.
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During the your first year of using our
product and for every year thereafter for which you have continued your
Annual Support subscription, incidental support is always free.
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On-site support, where we visit your
offices, is not normally free of charge. If you call us with a problem but
are unable to describe the situation nor provide us with the data we need
to de-bug the problem so that we must visit your site in order to fix what
should have been fixable remotely, we will charge.
Similarly, if we must visit, at your request, to fix
your data or resolve installation problems (particularly after you have
had network changes or crashes) then there will normally be a charge.
Notwithstanding all that, we frequently visit our
clients in the local area to ensure things are running smoothly. These
visits at our instigation are not-chargeable.
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