Support

All sales of our software products, whether branded or customised, include one year's standard support from the date of purchase, which is the invoice date. This support covers such items as requests for new or modified standard reports and support incidents.

Renewals

After your first year support plan expires, you have the choice of renewing it with one of the following choices:

1. A prepaid Standard One Year support plan.

2. A prepaid Premium One Year support plan.

3. Prepaid Standard One Month support plans, purchased as needed, starting on any date and lasting for one month.

4. Prepaid Premium One Month support plans, purchased as needed, starting on any date and lasting for one month.

We currently issue renewal notices once a year near the end of each calendar year. These renewal notices contain a quotation for each customer, as well as terms, conditions and details of the various rates for each of the four support plan options. You have the option each year of choosing which plan best suits you.

For customers who use more than one product, there are special discounted rates which apply. Additionally, depending on which support plan you choose, there are varying rates for onsite visits, support incidents, data recovery, assisted password removal, additional training, replacement installation CDs, etc., as well as discount rates for purchasing additional software. These rates are subject to change from year to year and may be reviewed on your support renewal notice.

First time customers who purchased software during the year will be sent a pro-rated quotation for the number of months from the time their initial one year standard support ends until the end of that calendar year. Therefore, a first time customer who purchases a product on 15 May of 2016 will be covered until 14 May of 2017, and near the end of 2016 will be issued a renewal notice and pro-rated quotation for the period 15 May 2017 to 31 December 2017. At the end of 2017, such a customer would then receive a renewal notice and quotation for the full 12 months of calendar year 2018, and each year thereafter.

Each customer is requested to return a completed and signed copy of the renewal notice to us as soon as possible, along with full payment and the quotation. Invoices will be generally issued on the date payment is received. Customers who require an invoice before payment can be made should contact our office and request that an invoice be issued to them.

Customers who do not make a prepayment on a support plan, or who do not return a renewal notice indicating that they have chosen a support plan, will be required to make a payment for one of the prepaid support plan options in order to get support.

Items Not Covered By Support Plans

Items such as hardware keys, software licenses, data recovery, data entry, upgrades, splitting databases, merging databases, etc. are not covered by support plans. Support incidents for such items will be invoiced once at the end of the week in which the support was given. Multiple support incidents will be combined into one invoice.