Phone Support Fees

During normal business hours:

After hours:

Calls Subject to Charges:

• All calls concerning hardware. This includes calls concerning disk sector space, hardware setup (new or existing items including pc’s, workstations, terminals, printers, modems, hub units, etc.), system configuration, and assistance for hardware repair.
• Calls concerning software procedures, including the review of instructions and/or documentation.
• Calls concerning setup and procedures for recently purchased software modules. This includes installation, preference settings and any assistance with daily, weekly or monthly processing procedures. Please note that some software optional modules include online or onsite training time within the price of the module. These modules are identified as such with the training time included.
• All calls concerning utility programs.
• Calls concerning the Relational Data Base Report System. As shown above, the fee for writing reports and modifying reports to work on a new software release is $80.00 per hour.
• Calls concerning firmware. Firmware may be installed on certain hardware items.For purposes of billing, calls concerning firmware issues are treated the same as hardware calls.

Calls Not Subject to Charges:

• Incoming or outgoing calls for a specific person when that person is not available.
• The scheduling of training.
• Follow-up calls from support staff personnel to customers to review progress following training sessions.
• Calls concerning programming errors (bugs) that result in the posting of incorrect data.