What is Non-Contract Support?
Non-Contract Support can be found in your
Support Access Agreement under section 4
“Limitations” A copy can be found on our website.
This agreement provides access to email and telephone
support on the proper use of the software Product listed
above, and access to Versions. No other services are covered
by this agreement. While access to services not covered by
this agreement is provided for by this agreement, such
services are fee-based (“Non-Contract Support”) and will
incur Non-Contract Support charges at GenesisFour's then
current rates for such services. Examples of Non-Contract
Support include but are not limited to:
(i) Repair or replacement of Products required as a result
of causes other than normal use, including, without
limitation, repair, maintenance, alteration or modification
of the Products by persons other than GenesisFour personnel
(ii) accident, fault or negligence of the Licensee
(iii) operator error (either hardware or software related)
including but not limited to incorrect data entry
(iv) misuse or improper use of the Products
(v) external damage to the Product such as failure of
electrical supply, or fire, lightning, or water damage
(vi) hardware support of any kind
(vii) support of non- GenesisFour hardware or software
(viii) operating system support
(ix) data recovery from backup media for any reason
(x) data or database repair.
Non-Contract support services will be at GenesisFour's then
current rates, billable on a one hour minimum charge basis.
Long distance telephone charges for modem support, and all
travel and transportation expenses incurred by GenesisFour
for on-site services should they become, in GenesisFour’s
sole discretion, necessary, is the responsibility of the
Licensee, and will be reimbursed to GenesisFour. Accounting
and/or bookkeeping support arising from incorrect entries
and/or lack of familiarity with accounting principles is
Non-Contract & fee-based.
And you should read it over. We left
this with very small text because that isn’t what you need
to know. What you do need to know is what you will be
charged for if you ask for help. Common sense helps out a
lot and I know you know what I mean.
Our answer has always been the same.
“Let’s look it over”. If it’s covered there will be no
charge but if the failure is just a failure, or if someone
inadvertently readjusted the unadjustable or if it just
something that needs to be handled we will handle it and
send the bill along during the next month. We cannot and
will not quote repair in advance. This is the same as the
auto industry except for one small difference, during a
complicated diagnosis of an automobile you will be able to
call your customer to get additional authorization and fill
them in on what has been accomplished so far. This cannot be
done with these types of repairs. Any repairs under $500
will be handled without further authorization and any
repairs over $500 will be discussed with the client. At no
time will there be any contractual pricing given unless
payment is asked for and is made in advance.