Product Support
Definitions
Product Support
is available M-F 9AM to 6PM EST.
Before calling for support, please make sure you have
read through the help guide. Most questions can be
answered quickly if the user is familiar with our
product.
During a product support session, we may refer you to a
section in the help guide that answers your question.
How customers are assisted
Because of our call volume, we may need to call you
back. If we are unavailable to take your call, please
leave a message and we will return your call promptly.
Please understand, support is given on a first come,
first served basis.
We take pride in
providing the best service we can to each customer. We
provide one solution per call. If you need more than one
question answered, please use email or call back at a
later time.
What Product Support covers:
- Basic
setup/installation/operation questions
- Error Messages
(Please have all error messages written down when
you call)
- Features that may
not operate as shown in the user manual
The following would be covered by
additional training and consulting services and not by Product Support:
- Any training or
advanced instruction
- Computer network
setup or troubleshooting
- Program usage that
is covered in the help guide
- Membership design
- Query
Builder/Report Writing
- Hardware
implementation (printers, camera's, miscellaneous
point of sale hardware)
- Any third party
hardware/software configuration
- General computer
issues
Support Eligibility
Guidelines
As of February 15th 2003, all requests for support will
be evaluated without prejudice under the Support
Eligibility Guidelines as defined below. No support will
be offered to anyone that is not eligible. These
guidelines are strictly govern by the
Terms
of Use Agreement and the
Software EULA.
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