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Remote Support Services

Once you have entrusted your business operations to the care of our company and business system, we take your trust seriously.

We consider that it is our job to provide trouble free programming, while being always vigilant to ways to reduce your need for support. When you do not need to call for support, our staff is working on programming upgrades to offer new features to you. Many of these new features become part of our normally annual upgrade to clients with paid up support contracts.

The win-win we look for is for you to receive trouble free programming that works well, while making your company more productive with little need to call us.

After all, all of us want a great warranty, but would prefer to never use it.

As to support fees, we charge an annual fee that varies by product and features you use. Your initial support fee is payable with your product purchase. This will be reviewed in your purchasing arrangement. Renewals are billed semi-annually in advance. Payment options are available to pay monthly, semi-annually in advance with a discount, and annually in advance with a discount and with price protection.

Support Services

Confidentiality

Each staff member signs a confidentiality agreement with our company. Part of this agreement is to keep confidential the details of your business.

Designated Contact

To ensure proper security for your business' information and quality response, we deal directly with each sales person plus a maximum of 2 accounting staff from your office. Please advise us of the people designated in your office.

Telephone, Email, Fax Support

Our client support group is staffed with seasoned professionals who know our products and how they operate in your business. We endeavor to call back within 4 hours, yet we handle the majority of calls immediately. Currently, about 95% of all support calls are handled immediately while the remainder are called back within the 4 hours.

We provide support on weekdays from 8:30 am CST to 5:30 pm CST with extended emergency support available 7:00 am CST to 10:00 pm CST evenings, weekends and holidays.

Internet Support

We are as good as in your office via modem connection. We use PC Anywhere, Windows NT/2000 RAS, or Windows terminal server.

Customer Care Knowledge Base

The Customer Care Knowledge Base is a private, password-protected area that is dedicated to supporting and communicating with our clients and creates a route accounting community. Also, it means we and other distributors are merely a keystroke away!

Annual Back-up Testing

Preventative maintenance back-up testing checks for viruses, data integrity, dirty disk drives, and file corruption. Simply send us your back-ups each year for testing, analysis, and reporting.

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