Our definitions of various types of support for our applications.

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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 calls 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 or 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 within the application.  We also call this 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 teaching) on your site or remotely by modem or fax:  We charge $295. 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 it is the purchaser's wish is to purchase annual paid support giving you at least one annual upgrade of our application(s) and limited user phone (only) support on how to setup (load) the data for the business, the service is available.   Enhanced user support, in addition to the free support, is also included.  e.g. Minor quick-and-easy changes and/or additions to the applications by modem will also be included at no additional charge. However, the decsion to do the changes and/or additions are solely at our discretion and we will not be required to do them 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 in 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 additionally supply 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. 

Our definition of remote support for our applications.

If you wish to purchase remote support of any kind, please phone or email us with your perceived need and we will give you a firm quote or we can bill you by the hour.  We can send to you (or we  suggest you purchase for about $100.) a remote communications utility for your use whereby you can call our computer with yours using a utility such as Reachout by Stac Electronics, pcANYWHERE or the remote utility that is included in Windows XP for the purpose. 

The way remote support works is, you call us using the remote host utility and we will then be able to operate your computer, using the remote terminal utility together, 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.  We will also be operating your computer along with you.  We can also talk on another phone line and transfer files back and forth 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. 

We have two computers on two phone lines with 56k modems and one DSL line.  One is a DOS computer and the other one is a Windows98 computer which allows for the remote support of all of the various versions of our software products as well as our support other services. 

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