In
addition to local VAR/Dealers we also provide a unique set
of advanced support options for our software products. Each
option listed below is good for 12 months of service or
until the support is used up. Once purchased your support
agreement begins on the date of purchased. A support staff
member will contact you within 24hrs with your information.
The is also followed up with an email with all pertinent
information. We will assist you is setting up your software
support page within the application if needed to insure a
request gets sent properly.
All new software purchases come with 30days unlimited
support through email. We also will call back to confirm or
if it is an emergency we can remote in to take control or
show you the solution. All support tickets unless an
emergency are started either through the software package
itself or through our online support ticket system
(see Support).
When creating a help ticket through the software
information about your system is gathered at that time
and sent via email to our staff. This information on
average takes the first 10mins of questioning out of the
call and better equips us to have the correct support
person call you back.
VetTek!
AutoTek! and SBS Software products (current versions plus
one previous version are eligible for purchase)
Basic:
- 10 Email Assistance
- 4 Remotes
- 3 Call backs
- 3hrs online training
Silver:
- 30 Email Assistance
- 10 Remotes
- 10 Call backs
- 3hrs online training
Gold:
- Unlimited Email Assistance
- 10 Remotes
- 20 Call backs
- 3hrs online training
Platinum:
- Unlimited Email Assistance
- 10 Remotes per year
- Unlimited call backs
- Unlimited access to online training
- 1 Software update per year includes data migration remote assistance
Software updates and data migration support:
This support option is included in the upgrade and migration part of your upgrade invoice. Should you decide to upgrade we will remote into your system taking control of your server at your connivence, so after hours and even weekends when available, with or without your local IT support staff there. We create a backup of your existing system creating a snapshot and then proceed to install the new system and migrate the data. Depending on database size this takes anywhere from 30mins to 4hrs. A support representitive will assist you 24hrs before the update to insure you perform a backup and gather specific information as well as test the connection. If all is deemed good they will then schedule up the best time to do this with you. We try to stay out of your way as much as possible. You have a job to do and we are here to help not hinder. If 3am is the best time, that's when we'll do it. We also spend 30mins to 1hr testing the data to insure everything is 100%. Because of this thorough testing our upgrades take longer than other companies but on the next business day you can be assured that it was done 100% correctly.
The cost on this varies from location to software so please ask your sales rep for an accurate cost when upgrading.
Remote Assurance:
A customer requested service. It's a once at a time deal. We remote in and check your entire network for problems. We scan DNS/DHCP/Open Directory/Active Directory as well as all computers (Mac/Pc/Linux) residing on your network. Please ask your support or sales rep about this product if you are having network issues. Please note however this is only for supported platforms as outlined in your software agreement.
*** BETA users: In order to get the software updates and data migration your invoice will include a small 10% of MSRP sale price. This is the promised price for the final public release. Afterwards you will get a solid 10% discount across the board for 5 years on all software and services. We thank you very much for your help making a better solution for all. Hardware will be priced at our cost for 3 years.
