|
|
|
| |
180 days of free telephone/email support, and within-version program updates (e.g. 4.1 to 4.2) is provided upon payment of the software product’s License Fee.
After your free 180 day support period has expired, we offer an annual software support subscription that provides for up to 2 hours per month telephone and email support, and free within-version program updates, per license. The annual support subscription fee payment must be received in our office by June 30, in order to receive support for the new fiscal year. Support time is not cumulative, and is recorded in 15-minute minimum increments. This means a 2-minute call counts as 15 minutes and a 33-minute call counts as 45 minutes. Extended monthly support time is available, please contact us either by phone at 859-273-9741, 859-273-5512 or by filling out our easy to use Contact Form. Support subscription fees are pro-rated through the end of the current fiscal year for new customers.
This support service provides excellent value! You will receive a comprehensive package of telephone and email support for our software, including on-going enhancements to existing program features, new program features, and program fixes. This will insure that your system operates as smoothly as possible, and does not become obsolete due to regulatory accounting, payroll, local tax, or e-filing changes.
Major version upgrades (e.g. 4.2 to 5.0 – these are brand new programs) released during the subscription period will be offered to current support subscribers at a 50% discount off the announced License Fee for the new version. Major version upgrades released during the 180 days initial support period are free to new customers. You must be a current FY software support subscriber in order to receive software updates, and to receive offers for new upgrades.
If most of your support time spent with us is due to network performance (lack of) issues or data corruption problems (invalid index files, table data loss or outright damaged tables), we would highly recommend that you upgrade to Client/Server ("C/S") versions of our software. Please see the document "When to move to Client/Server" for more information.
The Advantage Database Server acts as a “sentry” in protecting your data from the inevitable workstation lockups and poor network performance under Windows and Novel. Advantage Database Server is a high performance client/server RDBMS for stand-alone, networked, Internet, and mobile database applications. With optimized data access methodology for easily delivering unparalleled performance, Advantage provides security, stability, and data integrity while being completely maintenance-free. Advantage Database Server is the key to improved database performance in network environments. The server can be visualized as an intelligent controller that reduces competition for resources and off-loads much of the work normally performed by each client workstation. It is responsible for all database access, including all reading and writing of data, and lock management. Working with the network operating system, the Advantage Database Server processes data requests and returns the information to the network clients. This results in a very smooth, reliable and robust network data manager.
|
| |
- While the Support Subscription in not mandatory, it represents a great value for our customers. Not only does it cover phone and email support, it also provides program updates which include new features and the inevitable bug fix. Our software updates keep your software current with the newest State, Local and Federal rules and regulations as they change. In other words Fiscalsoft software never stops evolving and improving. Not being covered by our Support Subscription would be like buying a new car and never having it routinely serviced. Eventually the car will not function as needed and the cost of fixing it will be much greater than if you would have done the routine maintenance from the start.
- In the case of the Fiscalsoft Support Subscription, if someone decides to not participate and skips the support payment they will no longer receive phone or e-mail support and program updates will be stopped. If the Support Subscription is not paid you will become a non-active customer and will be required to re-license all the software in order to get your software to our current version levels. You will also need to pay for the Support Subscription for the next year or portion thereof to cover you to the end of the current fiscal year.
- The Fiscalsoft Support Subscription fees are due each year no later than June 30, if payment is not received by June 30 non-active status will apply and re-licensing the software will be required.
|
| |
| go to the TOP of the page |
| |
|
| |
By paying the support subscription fee, you are agreeing to be bound by these terms and conditions.
Failure to pay the support subscription fee by June 30 will disqualify you for any support, software updates, and future software upgrades.
|
| |
- Telephone support hours are 9am - 5pm, Eastern Standard Time, Monday - Friday. We observe and are closed for all U.S. federal holidays.
- Telephone and email support time is recorded in 15-minute increments. This means a 2 minute call counts just like a 15-minute call, and a 17 minute call counts as 30 minutes. Your Software Support Subscription allows for a maximum of 2 hours of support per month, per license. Monthly support hours are not cumulative. Telephone or email support services that exceed the 2-hour maximum will be billed at the current extended support rate. Please keep these issues in mind when obtaining support.
- Please be polite when phoning for assistance. You like to receive courteous support services, and we like it when our efforts are appreciated. Emotions and attitudes have no place on the phone support line. Working together is the most efficient use of support time, and yields the best results.
- Telephone support is reserved for support of the operation of our software. Please do not call our support line with "wish-list" requests or inquiries about the release date of the next update. All desired additions (new program features), modifications and bug reports must be submitted in writing to our email address, support@fiscalsoft.com, or our postal address as indicated at the bottom left corner of this memo. This gives us one central file of information to refer to once programming time is allocated for updates. Program bugs discovered via telephone or email support, will be automatically recorded by our support personnel.
- Aside from assisting you one time with desktop icon setup when installing our software, we have no obligation to you for support of your Windows Operating System Software, Network Software, Backup Software, Internet Browser and Email software, or any of the computer/network hardware you use. These support calls should be made to the company you purchased your hardware from, or licensed your software from. If you do request our services for these functions, extended support charges will apply.
- Phone support is not intended for accounting, payroll or tax training of new personnel. Extended support charges will apply if your new personnel contact us for this purpose. One last important note; we have many other customers, therefore, please don’t call and then put our support technicians on hold while you conduct other business phone calls or office work.
|
| |
| go to the TOP of the page |
| |
|
| |
| Beginning Jan 1, 2007, ALS (Advantage Local Server) versions of our flagship software products are no longer available, except as single-user applications. If you intend to share newly licensed versions of our applications on a network, you must share them under the Advantage Database Server (ADS). Existing customers that do not upgrade to ADS by 06/30/2007 will receive single-user Web Updated versions in FY 2007-2008. |
| |
| go to the TOP of the page |
| |
|
| |
| Software updates will be released when they are ready, and do not follow any release schedule. Software updates are placed on our Internet Web Site for download into your computer via our Web Update window in all of our applications. Documentation describing the changes in the update is available in the What's New window on the Help menu in all of our applications. Please read all What's New notes after performing a Web Update. You must have a reliable Internet connection in order to receive software updates. Our Web Updates utilize FTP and HTTP protocols to establish connections to our web servers. Ports 20, 21 and 80 cannot be blocked by firewall software or your Web Updates will fail. The latest released version of any of our software can be determined by visiting the product pages on our web site: http://www.fiscalsoft.com |
| |
| Software updates will be uploaded to our Internet Server computer, and will remain available for download for a maximum of 60 days after initial placement on the website. Each update must be applied in serial order. If you fail to download the update before it is purged from our web server, an upload fee will be charged, in order to get you caught up-to-date on the latest version. |
| |
| In order to avoid any disruption in communicating with you, please remember to notify us ASAP in the event your email address changes. Just send a quick note to support@fiscalsoft.com using your new email address. |
| |
| go to the TOP of the page |
|
|
