Our Services
Technical
Support
Our Services: Technical Support
In order to extend the best possible support value to our clients, we have opted to provide technical support and assistance on a case-by-case basis instead of imposing any monthly or annual support fee; we bill clients once a month for any technical support incidents for the prior month, at our standard rate.
Under a typical support agreement, clients can receive technical support via phone, fax, email, web site, and remote administration Monday through Friday, 9am-5pm Pacific Time, excluding holidays. Typical support includes technical support, instruction, remote administration, consulting, error correction (no charge), and time/cost estimation for additions/enhancements. A client's primary point of contact is also accessible through cellular phones and pagers for instant or emergency communication.
Some clients require 24-hour-a-day, year-round support, or have other support requirements. These types of extended support options are considered independently for each client and can be included in an additional support agreement.
Product Warranty & Bug-Fix Policy
For as long as clients use our software and their support accounts remains in good
standing, we will immediately correct any software error, malfunction, or other
"bugs". There is never a charge for correcting software errors, and we
consider this a top, emergency-level priority. There is no expiration to our
warranty on any of our software systems, unless the software has been modified without our
knowledge or approval, or it has been otherwise modified by anyone other than a member of
our company. It is, of course, each client's responsibility to maintain regular data
backups, to guard against damage, viruses, security breaches, and loss. While we
understand that it may be impossible to guarantee a 100% bug-free system, we do have
software systems that have been running continuously since 1989 with no error reports from
users.