When you order a support subscription, you receive a recurring invoice every six months. The initial six months are charged at a “startup” rate and subsequent periods are charged at a lower “renewal” rate.
You will continue receiving the renewal rate for as long as you maintain your subscription without interruption. If you allow your subscription to expire and order a new subscription in the future, the “startup” rate will be charged for the initial six month period.
A support subscription is not mandatory, but operating without any support at all is not a good option when it comes to software that runs your entire business. To encourage ongoing support participation, we offer you a reduced “renewal” rate that remains in place indefinitely as long as you maintain your subscription without interruption.
We do not offer per-incident support. In our experience, a low-cost, flat fee subscription billing model is superior to fee-for-service billing models. Per-incident or per-minute support can run costs up in a hurry and discourages companies from using enough support.
Each event in our support system is initiated and driven by a ticket, so please do not call the sales office or try to initiate support assistance by any other means other than submitting a support ticket.
The support ticketing system is e-mail based and is not a phone-based system. There may be occasions where we elect to use the phone to help solve a problem, but phone support is provided solely at our discretion.
Our support staff monitors the ticket queue in real time throughout our business day (8am-5pm Central Time).
The moment a ticket arrives that merits an emergency response, we help the customer by whatever means we deem to be most suitable for solving the problem, whether it is a return ticket, a phone call, or remote access connection to your computer.