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Support Policy
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General
We offer very
affordable Annual Software Maintenance
plans on ExpressMaintenance. Annual software maintenance plans
provide you with 24 support incidences plus software upgrades and
enhancements. We strongly recommend participating in our
Annual
Software Maintenance plans for the products you purchase. This
document provides details concerning our support and services billing
policies.
Reporting Suspected Software Bugs
We invite our customers to report any situation in which they suspect a
bug or abnormal functionality with the behavior of our software
products. Please submit such matters via our support online page or
in writing via fax or email being as detailed as possible. There is
certainly no charge for items submitted in this manner that do not require
a response. However, if your call requires any discussion with our
support personnel, the time is considered an incident under the
maintenance plan or billable support.
Billable Support
All circumstances where a member of our staff is assisting a customer with
a question, explanation, training, adjusting software or hardware in
anyway is considered an incident of the maintenance plan or billable
support. This includes but is not limited to time spent preparing,
traveling, testing as well as actual on-site or telephone time. Such
billable time includes any time spent assisting a customer even if the
assistance required is associated with a problem or bug in our software or
error resulting from work previously performed. Any time associated
with loading updates or assisting customers with updates is considered
billable support time as is any custom software programming.
Non-Billable Support
Submitting suspected bugs via fax or email is not considered billable time
unless the customer requires a response or special attention associated
with the matter. Time spent fixing a bug is not considered billable
if it involves a standard feature of the software and is not a part of
custom software or a special user request.
Charges
If you are not on our Annual Software Maintenance Plan, our current support / service rate is $125
per hour during normal office hours which is 8:00 AM to 4:00 PM central
time, weekdays excluding holidays. Any support after hours is billable
at 1.5 times the then current rate. Each support incident will be
billed for the actual time spent relating to the incident with a minimum of
15 minutes per
incident. All charges are billed on a monthly basis with net 10 day
terms or by credit card. Hourly support is not available for
ExpressMaintenance. ExpressMaintenance users must be on the annual
software maintenance plan.ExpressTechnology
reserves the right to change it policies, fees and rates at anytime
without notice. View our license
agreement.
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